Jacquelyn Aguilar
Sun City,CA
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
Work History
Senior Credit Card Service Specialist*./
SchoolsFirst Federal Credit Union
04.2024 - Current
- Utilizes multiple systems and critical applications necessary to properly maintain Member accounts
- Performs daily system file maintenance require to ensure proper Member account postings as well as more common account file maintenance
- Ensures compliance with organization's requirements for information protection by maintaining confidentiality and security of credit union and Member information
- Completes various department projects assigned by management
- Designs, implements and monitors Member service standards to ensure Member satisfaction
Card Service Specialist Ll
Altura Credit Union
11.2020 - 04.2024
- Assisted with credit and debit card management
- Reviewed and analyzed member account for risk based on recent activity and fraud trends
- Conducted reviews of flagged transactions and reports that showed suspicious activity
- Processed fraud/dispute claims to mitigate losses to Credit Union
- Assist with questions related to credit/debit cards
- Oversaw processes of reconciling MasterCard transactions affected by fraud, ensuring everything was accurately accounted for and met financial rules
- Successfully dealt with disputes over chargebacks, recovering $X in disputed funds
- Worked closely with team and MasterCard to quickly investigate and resolve fraudulent transactions
First Contact Associate
@Work Staffing Agency
02.2020 - 05.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Evaluated customer information to explore issues, develop potential solutions and maintain high quality service
- Effectively managed high-volume of inbound and outbound customer calls.
- Provided support during peak hours, demonstrating flexibility and adaptability in fast-paced environments.
Animal Care Technician
Hello Puppies
11.2019 - 02.2020
- Cleaned and sanitized animal areas, including managing laundry and collecting waste
- Monitored health and behavior of animals by looking for urine and fecal output, completing weight checks and observing appetite during feeding
- Restocked supplies and rotated items to maintain efficient operations and prevent expiration of perishable goods
- Maintained animal health and well-being by brushing coat, trimming nails, cleaning ears and providing other types of basic care
- Followed all pet care instructions, including dietary needs and medication regimens
- Carefully clipped nails and trimmed hair around pads and paws, using gentle approach for anxious pets.
- Enhanced facility operations by maintaining accurate records of animal health, treatments, and daily activities.
Senior Member Service Representative
Altura Credit Union
09.2016 - 03.2019
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services
- Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit
- Promoted products or services to each customer to consistently achieve sales targets
- Maintained friendly and professional customer interactions
- Collected member loan payments
- Executed wire transfers, stop payments and account transfers.
- Improved member satisfaction by promptly addressing concerns and providing efficient solutions.
Barista
Target
08.2015 - 09.2016
- Learned every menu preparation and numerous off-label drinks to meet all customer needs
- Restocked display cases with attractive arrangements to promote specialty food items like pastries and sandwiches
- Maintained supply levels in counter and customer areas to meet typical demands
- Prevented infections and maintained store professionalism by cleaning and sanitizing work areas
- Made and served cafe beverages per day with speed, quality and consistency
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment
- Controlled line and crowd with quick, efficient service
- Engendered customer loyalty by remembering personal preferences and allergy information
- Cleaned counters, machines, utensils and seating areas daily
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment
- Prepared coffee, cleaned dining areas, opened register and carried out other opening duties.
Sales Associate
Wal-Mart
11.2014 - 02.2015
- Maintained organized, presentable merchandise to drive continuous sales
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Educated customers on promotions to enhance sales
- Checked prices for customers and processed items sold by scanning barcodes
- Operated cash register for cash, check and credit card transactions with accuracy
- Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers
- Used cash registers and POS systems to request and record customer orders and compute bills.
Education
Bachelor's - Human Resource Management
University of Arizona Global Campus
Chandler, AZ12.2025
High school or equivalent - General Education
Lee V. Pollard High School
Corona, CA05.2011
Skills
- Client Retention Strategies
- Professional telephone demeanor
- Clerical Support
- Live chat support
- Call Management
- Customer Relationship Management (CRM)
- Follow-up skills
- Credit adjustments
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Call center experience
- Customer Relations
- Computer Proficiency
- Microsoft Office Suite
Timeline
Senior Credit Card Service Specialist*./
SchoolsFirst Federal Credit Union
04.2024 - Current
Card Service Specialist Ll
Altura Credit Union
11.2020 - 04.2024
First Contact Associate
@Work Staffing Agency
02.2020 - 05.2020
Animal Care Technician
Hello Puppies
11.2019 - 02.2020
Senior Member Service Representative
Altura Credit Union
09.2016 - 03.2019
Barista
Target
08.2015 - 09.2016
Sales Associate
Wal-Mart
11.2014 - 02.2015
Bachelor's - Human Resource Management
University of Arizona Global Campus
High school or equivalent - General Education
Lee V. Pollard High School
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