Genesis Aguilar
Roy,UT
Summary
Forward thinking individual that brings the organization success by delivering world class customer service, and maximizing customer satisfaction through strategically managing calls and implementing process improvements for the betterment of the organization.
Overview
9
9
years of professional experience
Work History
Member Service Representative
America First Credit Union
02.2024 - 01.2025
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Assisted member with basic banking inquiries such as account balances, ACH, ZELLE, Wire, Bill pay, External, & Internal Transfer's. Filling dispute's. Ordering checks/cards. Walking members through OLB and Mobile Banking enrollments and error codes. Sending secure documents through Docusign. While navigating through multiple business systems and procedures in a timely manner following my scheduled breaks
- Educated and engaged customers with new bank products and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
Contact Center Representative
Department Of Veterans Affairs
01.2021 - 02.2022
- Maintained a high volume work load within a fast paced environment of inbound calls, as well as navigating through many computer systems.(microsoft, VA website, & Internal websites/systems)
- Performed maximum verification process to ensure identity and protect sensitive information.
- Provided educated responses to diverse customer questions and basic information on VA Locations throughout the US, and connected our Veterans to the many VA Departments that best help their inquiry
- I connected escalated concerns received from US veterans and crisis callers to crisis specialists.
- Remained the Veterans/Callers interest at heart and mind in every interaction.
- Completed voluntary customer service trainings to learn ways to enhance customer satisfaction.
Contractor
Wells Fargo
02.2019 - 12.2019
- Data Entry, Preformed Outbound Calls to verify/gather Customer Information for RSA Token Enrollment Process.
- Performed maximum verification process to ensure the Customers Identity and Protect sensitive information.
- Navigated through multiple Computer Systems Utilized on a daily such as Outlook, Word, Excel, & 5 Wells Fargo Internal Systems.
Retail Associate
Long Beach Fashion
01.2016 - 01.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Assisted member with basic banking inquiries such as account balances, ACH, ZELLE, Wire, Bill pay, External, & Internal Transfer's. Filling dispute's. Ordering checks/cards. Walking members through OLB and Mobile Banking enrollments and error codes. Sending secure documents through Docusign. While navigating through multiple business systems and procedures in a timely manner following my scheduled breaks
- Educated and engaged customers with new bank products and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
Education
High School Diploma - undefined
Beach High school
Long Beach, CASkills
- English-Spanish Speaker
- Verbal & written communication skills
- 2 Years Customer service experience
- Product Sales
Timeline
Member Service Representative
America First Credit Union
02.2024 - 01.2025
Contact Center Representative
Department Of Veterans Affairs
01.2021 - 02.2022
Contractor
Wells Fargo
02.2019 - 12.2019
Retail Associate
Long Beach Fashion
01.2016 - 01.2017
High School Diploma - undefined
Beach High school