Imelda Aguilar
ELPASO,TEXAS
Summary
Highly-motivated professional with extensive leadership skills focused on team-building, customer service, organized multitasking, and time management. Devoted to giving every client a positive and memorable experience with a proven history of punctuality and taking the initiative to complete work thoroughly and professionally. Motivated and eager to apply time management and organizational skills in a challenging environment while facilitating company growth.
Overview
14
14
years of professional experience
Work History
Bilingual Senior Lead
AnywhereWorks (Remote)
Portland , OR
08.2020 - 10.2020
- Train, lead, and develop a team of Client Experience Leads.
- Prepared and delivered communication documents, Performance Reviews, and Performance Improvement Plans.
- Participated in several volunteer events that serve our community.
- Lead on- and off-site customer support teams across multiple time zones.
- Help Client Experience Associates create and deliver happiness and a positive call experience to our Clients and their callers.
- Continuously provide the team tools and knowledge to find solutions and think outside the box.
- Completed ongoing quality checks on inbound and outbound calls, closely following strict quality assurance guidelines.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Documented conversations with customers to track requests, problems and solutions.
Bilingual Lead
AnywhereWorks (Remote)
Portland, OR
09.2019 - 08.2020
- Developed a team of 18 or more Client Experience Associates.
- Coached and led team members to help them perform at their best.
- Prepared and delivered communication documents, Performance Reviews, and Performance Improvement Plans.
- Participated in several volunteer events that serve our community.
- Lead on- and off-site customer support teams across multiple time zones.
- Help Client Experience Associates create and deliver happiness and a positive call experience to our Clients and their callers.
- Continuously provide the team tools and knowledge to find solutions and think outside the box.
- Completed ongoing quality checks on inbound and outbound calls, closely following strict quality assurance guidelines.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Developed and implemented client scripts that incorporated both English and Spanish languages for our Associates.
Bilingual Assistant Lead
Full Creative (Remote)
Portland, OR
03.2018 - 10.2019
- Developed a team of 30 or more Client Experience Associates.
- Coached and led team members to help them perform at their best.
- Prepared and delivered communication documents, Performance Reviews, and Performance Improvement Plans.
- Active member of the New Hire Success Scrum Team.
- Organized a company volunteer event at the El Pasoans Fighting Hunger Food Bank.
- Documented conversations with customers to track requests, problems and solutions.
- Maintained positive working relationship with fellow staff and management.
- Organized files, developed spreadsheets, created Google documents to bolster organizational workflow.
Lex Dedicated Client Experience Associate
Full Creative (Remote)
Portland, OR
10.2016 - 03.2018
- LEX Reception Specialist dedicated to servicing multiple law offices.
- Create and deliver happiness and a positive call experience to our Clients and their customers.
- Documented conversations with existing and potential clients to track requests, problems and solutions.
- Routed calls for countless businesses spread over the globe while simultaneously wearing different hats.
- Handled a cloud-based phone system.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Facilitated communications by taking detailed notes, forwarding emails, transferring calls and process information for documentation.
- Assisted in maintaining department attorney personnel files with utmost confidentiality.
- Mentored junior team members and managed employee relationships.
- Used notepad to compose and transcribe meeting minutes.
- Coordinated multiple schedules using online calendaring system.
- Composed, edited and typed complex memos and reports with job-related software.
- Answered questions from customers that came in through the company's online chat feature.
Teller
Wells Fargo Bank
El Paso, TX
11.2009 - 05.2010
- Explain, promote, or sell products or services such as travelers' checks, savings bonds, money orders, and cashier's checks, using computerized information about customers to tailor recommendations.
- Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines.
- Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
Sales Representative
T-Mobile US Inc.
El Paso, TX
11.2006 - 09.2009
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
- Prepare sales slips or sales contracts.
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
- Compute sales prices, total purchases and receive and process cash or credit payment.
- Answer questions regarding the store and its merchandise.
- Provide excellent customer service to new and existing clients.
Education
Some College (No Degree) - Interdisciplinary Studies
El Paso Community College
El Paso, TX2010
High School Diploma -
Andress High School
El Paso, TX06.2002
Skills
- Proficiency in Google Docs, Word, Excel, and PowerPoint
- Excellent customer service skills
- Fluent in English and Spanish
- Sales experience
- Quality assurance
- Planning and coordination
- Project organization and efficiency
- Team building
- Team management
- Call Answering and Routing
- Multi-Line Telephone Skills
- Appointment Scheduling
- Time Management
- Data Entry
- Attention to Detail
- 50 wpm Typing Speed
Languages
Bilingual - Fluent in English and Spanish
Timeline
Bilingual Senior Lead
AnywhereWorks (Remote)
08.2020 - 10.2020
Bilingual Lead
AnywhereWorks (Remote)
09.2019 - 08.2020
Bilingual Assistant Lead
Full Creative (Remote)
03.2018 - 10.2019
Lex Dedicated Client Experience Associate
Full Creative (Remote)
10.2016 - 03.2018
Teller
Wells Fargo Bank
11.2009 - 05.2010
Sales Representative
T-Mobile US Inc.
11.2006 - 09.2009
Some College (No Degree) - Interdisciplinary Studies
El Paso Community College
High School Diploma -
Andress High School
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