IMELDA AGUIRRE
PASADENA,USA
Summary
Dedicated customer service representative committed to delivering top-notch service with a positive and engaging personality. Exceptional interpersonal and relationship-building abilities with a solid track record in customer interactions and service solutions. Proficient in conflict resolution, communication, and problem-solving to ensure customer satisfaction and loyalty. Collaborative team player who adapts to evolving needs, consistently striving for results through efficient and empathetic service delivery. Recognized for reliability and a proactive approach in meeting customer and organizational objectives.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Express Professional Employment
07.2024 - 05.2025
- Handled escalated calls efficiently, finding satisfactory resolutions for survivors.
- Managed high-stress situations effectively, maintaining professionalism under pressure while survivors are under emotional stress.
- Resolved survivors complaints with empathy and understanding.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Review documentation from survivors making sure no documents were needed.
- Courtesy Calls to Survivors to request and verify documentation.
- Manage approximately 25 incoming calls, per day from survivors.
Customer Service Representative
Maximus Federal Services
08.2023 - 08.2024
- Assisted customers with English and Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for survivors.
- Enhanced applicants 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.
- Met all call quality standards and call resolution.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Manage approximately 30 incoming calls from survivors.
CSR
TITAN TECHNOLOGIES/USCIS
08.2022 - 08.2023
- Accurately answered applicants, questions, suggested effective solutions, and provided information based on status of everyone's applications. Answered an average of 65 calls a day English / Spanish. Addressing, routing calls to set appointments, request call backs, forms and to request current updates of document submitted by applicant.
CSR
EXPRESS PROFESSIONALS /FEMA
03.2020 - 03.2022
- Answered phone calls from victims who were affected by a natural disaster. Helped victims to apply for FEMA financial assistance. Responded to questions and concerns about victim applications, and escalated calls appropriately. Consulted with victims to evaluate their needs and determine the best options for their needs. Answer 40 calls a day or more.
CSR
Manpower Group/FEMA
10.2018 - 11.2019
- Quickly and accurately answered affected victims’ questions, suggested effective solutions, and resolved issues to help get awards based on their needs. I answered an average of 20 calls, emails and addressing applicants concerns on their needs.
Education
GED -
Brownsville ISD
Brownsville, Texas05.1986
Skills
- Strong interpersonal relationship management
- Fluent in English and Spanish communication
- Translating needs into actionable plans
- Interpersonal communication expertise
- Team guidance
- Effective problem-solving
- Professional communication skills
- Skilled in using Microsoft Excel, Word, and Outlook
- Effective listening
- Efficient data entry
- Customer service excellence
Certification
- NCCER/Safety Management Certification On-Site Safety Certified.
- Bilingual English/Spanish CSRS
Timeline
Customer Service Representative
Express Professional Employment
07.2024 - 05.2025
Customer Service Representative
Maximus Federal Services
08.2023 - 08.2024
CSR
TITAN TECHNOLOGIES/USCIS
08.2022 - 08.2023
CSR
EXPRESS PROFESSIONALS /FEMA
03.2020 - 03.2022
CSR
Manpower Group/FEMA
10.2018 - 11.2019
GED -
Brownsville ISD
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