ILIANA AGUILAR
Tampa,FL
Summary
Bringing extensive experience in customer service, project management, and communication, ready to contribute to a vibrant team as a Server. Skilled in managing multiple tasks efficiently while maintaining a high level of professionalism and attention to detail. Eager to leverage strong interpersonal skills and product knowledge to enhance guest experiences.
Overview
5
5
years of professional experience
Work History
CALL CENTER ADVOCATE
Suncoast Credit Union
Tampa, USA
05.2024 - Current
- Provide first-line support to credit union members by answering inbound calls and resolving a wide range of inquiries related to accounts, transactions, loans, and digital banking services.
- Deliver high-quality customer service in a fast-paced call center environment while maintaining professionalism and empathy in every interaction.
- Troubleshoot and resolve issues efficiently, ensuring member satisfaction and promoting loyalty.
- Accurately document member interactions, follow up on open cases, and escalate complex issues when necessary.
- Educate members on available products, services, and self-service tools, contributing to product awareness and digital adoption.
- Maintain up-to-date knowledge of internal systems, policies, and financial regulations to ensure accurate and compliant service delivery.
- Consistently meet performance targets including call quality, response time, and issue resolution metrics.
- Actively engage in identifying potential customers during calls, promoting credit union products and services, and assisting with new account openings.
- Contribute to customer acquisition by effectively presenting benefits of membership and guiding new members through the sign-up process.
- Identified common trends and recurring issues from member inquiries and shared insights with management to support service improvements.
- Provided feedback on internal tools and workflows to enhance operational efficiency and the member experience.
PROJECT & BUSINESS ANALYST
General Dynamics Information Technology
Alexandria, USA
06.2022 - 05.2024
- Led multiple project initiatives from conception through completion, ensuring alignment with strategic business objectives and established timelines.
- Collaborated with cross-functional teams and stakeholders to gather, interpret, and translate business requirements into actionable project plans.
- Conducted risk assessments and implemented mitigation strategies to proactively address potential project obstacles, improving overall project efficiency.
- Created, maintained, and refined detailed documentation, including meeting minutes, project updates, and training materials, to support transparency and knowledge sharing.
- Utilized Microsoft Excel and Project to develop and track project timelines, key performance indicators (KPIs), and milestones, ensuring data accuracy and integrity.
- Supported onboarding and continuous development of team members by creating training documentation aligned with compliance and certification requirements.
- Performed quality checks on project deliverables to uphold data accuracy, security, and regulatory compliance standards, including the safeguarding of sensitive information.
- Facilitated clear communication between technical teams and business stakeholders to ensure shared understanding of project goals and data needs.
- Assisted leadership by providing regular project status updates and actionable insights to support informed decision-making.
SERVER / WAITRESS
2941 Restaurant
Falls Church, Virginia
04.2021 - 05.2023
- Provided exceptional, attentive service in a fast-paced, upscale dining environment.
- Accurately took and entered guest orders, ensuring timely and precise food delivery.
- Managed multiple tables simultaneously while maintaining a high standard of professionalism and attention to detail.
- Handled payments, processed cash and credit transactions, and assisted with to-go orders.
- Maintained a clean, organized dining area, following strict food safety and sanitation protocols.
- Offered menu guidance and upsold featured items to enhance the overall guest experience.
MARKETING CONSULTANT
Grady Management
Alexandria, USA
06.2021 - 06.2022
- Presented and toured luxury apartment homes in an engaging and informative manner, guiding prospective residents to find the ideal living space.
- Managed the full leasing and renewal process, from application and document collection to move-in coordination and lease file preparation.
- Delivered exceptional customer service by building strong relationships with residents and supporting them throughout the move-in and residency experience.
- Responded to inquiries via phone, email, and internet platforms, generating leads and converting prospects into new leases.
- Maintained organized resident files in compliance with company policies and procedures.
- Handled market outreach efforts to attract new residents, coordinated move-ins and move-outs, and ensured maximum resident satisfaction through timely communication.
- Submitted maintenance work orders and followed up with residents to ensure timely resolution and service satisfaction.
- Monitored local market trends and conducted competitive property analysis to inform pricing and marketing strategies.
- Developed and managed content across multiple social media platforms to enhance community engagement and brand visibility.
- Executed targeted advertising campaigns that successfully reached and influenced prospective renters.
- Conducted market research to identify opportunities for growth and improvement in marketing strategy.
- Collaborated with internal teams to align marketing efforts with leasing goals and occupancy targets.
Education
BACHELOR OF BUSINESS - MARKETING MAJOR
Indira Gandhi Polytechnic
Skills
- Legal research
- Contract analysis
- Compliance assessment
- Policy drafting
- Litigation support
- Risk management
Personal Information
Citizenship: US Citizen
Timeline
CALL CENTER ADVOCATE
Suncoast Credit Union
05.2024 - Current
PROJECT & BUSINESS ANALYST
General Dynamics Information Technology
06.2022 - 05.2024
MARKETING CONSULTANT
Grady Management
06.2021 - 06.2022
SERVER / WAITRESS
2941 Restaurant
04.2021 - 05.2023
BACHELOR OF BUSINESS - MARKETING MAJOR
Indira Gandhi Polytechnic