ESTEFHANIA AGUILAR
Summary
HUMAN RESOURCE MANAGER To Whom It May Concern, My strong customer relationship and education have given me the confidence to execute strategies for long and short-term growth as well as other applicable skills required of an effective team member. I am convinced that my career ambitions and competence make me the ideal candidate to be a part of your company. I believe that my expertise and exceptional skills, combined with my passion to grow with your company will make me a strong asset to your team. An innovating environment such as yours will provide me with the opportunity to strive to do my best and utilize my skills while contributing to your facility. Innate ability to seek resolutions that assure customer satisfaction and compliance with company timelines, policies, and objectives. I have helped improve service operations, develop, expand, and retain customers. Enclosed is my resume for Sincerely, Estefhania Aguilar Enclosure
Overview
9
9
years of professional experience
Work History
Sales Consultant
AT&T
10.2018 - 06.2020
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Completed daily and weekly sales reporting using assigned tools.
- Educated customers on product and service benefits, explaining features and answering questions.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Collaborated with cross-functional teams to identify and address customer needs.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Escalated concerns or advanced problem calls to management staff.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Demonstrated proficient product knowledge to customers and provided detailed product information.
Retention Manager
ALORICA-CENTURY LINK
08.2017 - 10.2018
- Minimized account disconnects through resolution of technical trouble calls, billing issues, outages, and customer dissatisfaction with product and process coaching
- Met and exceeded budgeted retention goals consistently, in a highly-competitive, commission driven environment
- Successfully presented products by utilizing effective sales and persuasion skills in addition to a solid knowledge of the company's products and competitor's products
- Served as an Escalation Team Lead for high level customer related issues that were complex in nature
- Pioneered a new retention department and oversaw as many as 35 sales and retention specialists
- Focused on the retention of active Business Customers through active listening, empathy, and assuming ownership of customer issues through to resolution
- Familiar with CMS, Verint, Analytics, Ensemble, OMS, and Simon Software
- Developed new strategies for customer retention activities.
- Adhered to appropriate legal scripting when required.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Compiled and analyzed data to determine approaches to improve sales and performance.
Team Lead- OJT
ALORICA-AMERICAN EXPRESS
02.2017 - 08.2017
- Provide assistance to new hires with On The Job training
- Assist with answering questions to further the success of trainees
- Provide support to Team manager with side jacking and updating attainment board
- Drive results in real time to meet metrics including: CHT, VoCM Excellence, VoCM RTF, Manual Disposition and Attendance
- Familiar with CMS, Verint, and Analytics Software
Customer Care Representative
ALORICA-AMERICAN EXPRESS
06.2016 - 01.2017
- Meet all metrics including: CHT, VoCM Excellence, VoCM RTF, and Manual Disposition
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Process point redemptions and other card servicing issues
- Familiar with CMS, Verint, and Analytics Software
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
Debt Collector Agent
SECURE ASSET RECOVERY
09.2015 - 06.2016
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Collected on delinquent accounts to reduce overdue balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Identified and contacted customers with overdue accounts to address payment status.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Maintained consistently high success rate of collecting on overdue accounts.
Student Loan Consultant
STUDENT AID CENTER
01.2014 - 09.2015
- Worked with consumers who were behind on payments for current loans and helped them avoid defaulting.
- Familiar with Sales Force and FASFA Software
- Collaborated with other departments to promptly process loan applications.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Developed strong relationships with customers through high levels of customer service.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Submitted loan applications to underwriter for verification and recommendations.
- Examined customer loan applications for loan approvals and denials.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
Supervisor of Operations
YELLOW CAB
08.2011 - 01.2015
- Developed strong interpersonal and communication skills from interacting professionally with dispatchers, upper management, and peers.
- Followed company policies and procedures during shift.
- Developed strong sense of most efficient routes to avoid traffic and construction on local roads and highways.
- Built professional relationships with customers and business partners to establish trust and credibility.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
Education
GED -
HIALEAH HIGH SCHOOL
Facial Specialist - Medical Aesthetics
Florida Academy of Medical Aesthetics
Pembroke Pines, Florida10.2020
Skills
- POS Software
- Credit and Debt Card Processing
- Customer Relationship Management
- Strategic Selling
- Sales Contracts
- Product Knowledge
- Customer Retention
- Sales Expertise
- Marketing Strategies
- Persuasive Negotiations
- Product and Service Knowledge
- Sales and Marketing
- Retail Sales Customer Service
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Sales Consultant
AT&T
10.2018 - 06.2020
Retention Manager
ALORICA-CENTURY LINK
08.2017 - 10.2018
Team Lead- OJT
ALORICA-AMERICAN EXPRESS
02.2017 - 08.2017
Customer Care Representative
ALORICA-AMERICAN EXPRESS
06.2016 - 01.2017
Debt Collector Agent
SECURE ASSET RECOVERY
09.2015 - 06.2016
Student Loan Consultant
STUDENT AID CENTER
01.2014 - 09.2015
Supervisor of Operations
YELLOW CAB
08.2011 - 01.2015
GED -
HIALEAH HIGH SCHOOL
Facial Specialist - Medical Aesthetics
Florida Academy of Medical Aesthetics
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