Angelina Ayala
Citizens First Bank
Wildwood,FL
4
years of professional experience
Work History
Customer Contact Center Representative
11 Months- Manage 500 call queue items daily and document customer activity accurately across multiple banking platforms.
- Handle over 1000 customer interactions weekly across inbound calls and digital channels while resolving banking questions.
- Protect customer data by following Regulatory & confidentiality compliance standards in every sensitive interaction.
- Expand knowledge of financial products, digital tools, and internal policies to improve customer support quality.
Detention Support Specialist
2 Years 11 Months- Completed incident reports weekly with clear, accurate details for timely officer follow-up.
- Tracked security check measures to identify safety concerns and support secure facility operations.
- Supported de-escalation efforts with calm communication and situational awareness during tense inmate interactions.
- Applied strict regulatory & confidentiality compliance protocols while handling sensitive correctional information.
- Maintained accurate documentation and incident analysis & documentation to support secure, orderly operations.
Education
Associate of Science - Cybersecurity
- Currently Enrolled
- Coursework toward Cybersecurity
High School Diploma
Skills
Customer relationship management
Problem resolution & troubleshooting
Digital systems navigation
Call queue management
Regulatory & confidentiality compliance
Account verification
Transaction processing
Fraud case documentation
Incident analysis & documentation
Incident reporting
Surveillance monitoring
Timeline
Customer Contact Center Representative
Citizens First Bank
11.2025 - CurrentRead More
Detention Support Specialist
Sumter County Sheriff's Office
11.2022 - 10.2025Read More
Lake Sumter College
Associate of Science from Cybersecurity
Read More
The Villages High School
High School Diploma
Read More