Summary
Work History
Education
Skills
Timeline
Generic

Carolina Aguilar

Humble

Summary

Bilingual customer service professional with experience in problem-solving and empathetic communication. Proven ability to enhance customer satisfaction through effective call management and personalized service. Skilled in CRM software and adept at handling high-volume inquiries, ensuring swift resolutions and maintaining quality standards.


Work History

Bilingual Customer Service Representative

Conduent
2021 - 2025
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
  • Delivered prompt service to prioritize customer needs.

Customer Service Representative

Westpark Communications
2010 - 2013
  • Delivered outstanding service under pressure during high-call-volume periods without compromising quality or efficiency standards.
  • Relayed and transcribed written and verbal messages to personnel.
  • Managed a high volume of inbound calls while accurately documenting interactions in the company database.
  • Maintained high level of customer service through friendly and polite demeanor.
  • Maintained high-quality service standards with consistent adherence to company policies and procedures.
  • Increased caller satisfaction with friendly, empathetic, and professional communication skills.

Sales Representative/ Cashier

Marshalls
2003 - 2007
  • Provided excellent service through active listening skills, addressing customers'' needs effectively .
  • Assisted customers by answering questions and fulfilling requests.
  • Processed credit, debit card and cash transactions correctly and provided accurate change to avoid customer confusion or disputes.
  • Answered questions about store policies and addressed customer concerns.
  • Operated cash register to record transactions accurately and efficiently.

Education

High School Diploma -

Madison High School
Houston

University of Houston
Houston

Skills

  • Bilingual- English and Spanish
  • Customer service
  • Problem-solving
  • Call center experience
  • Payment processing
  • Call center operations
  • Caller assistance
  • CRM systems
  • CRM software usage
  • Multitasking and organization
  • Empathy and patience
  • Active listening
  • Verbal and written communication
  • Telephone etiquette
  • Computer skills

Timeline

Bilingual Customer Service Representative

Conduent
2021 - 2025

Customer Service Representative

Westpark Communications
2010 - 2013

Sales Representative/ Cashier

Marshalls
2003 - 2007

High School Diploma -

Madison High School

University of Houston

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