Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lillian Aquino

Winter Garden

Summary

Dynamic Bilingual Customer Care Specialist with proven success at Lighthouse Works, excelling in customer relations management and conflict resolution. Recognized for enhancing client satisfaction through tailored service solutions and effective communication. Proficient in CRM systems, I foster loyalty and build strong relationships, ensuring informed decision-making and support for diverse customer needs.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Driver/Delivery

Uber
Winter Garden
09.2024 - Current
  • Monitored road conditions to adjust routes based on weather and traffic delays.
  • Ensured compliance with DOT regulations governing cargo transportation.
  • Reported incidents involving trucks or cargo to management promptly.
  • Provided timely responses to customer inquiries and complaints for excellent service.
  • Inspected vehicles for mechanical and safety issues before each trip.
  • Assisted passengers with luggage during loading and unloading processes.
  • Utilized GPS navigation systems to optimize delivery routes efficiently.
  • Conducted pre-trip inspections, verifying load details and confirming routes.

Bilingual Customer Care Specialist

Lighthouse Works
Orlando
12.2021 - 09.2024
  • Addressed customer concerns, enhancing satisfaction and trust with timely responses.
  • Built and maintained long-term, profitable relationships with key clients.
  • Communicated service options to customers, ensuring informed decision-making.
  • Advised clients on tailored service solutions that met specific needs.
  • Cultivated positive reputation through every customer interaction, fostering loyalty.
  • Managed communications with clients via telephone, text, and email, ensuring clarity.
  • Completed comprehensive training on Nice in Contact system and related software.
  • Contributed to two major projects: 'Florida Department of Children and Families' and 'Child Development Schools. 'Also, Universals Dining.
  • Provided support for customers with questions about products or services in both English and Spanish.
  • Developed strong relationships with customers through active listening and communication skills.

Customer Success Specialist

Williamscotsman
Orlando
01.2020 - 11.2020
  • Assessed customer needs to maximize sales through effective up-selling of products and services.
  • Answered over 50 inbound calls daily, directing inquiries to appropriate departments.
  • Documented customer interactions to track requests, concerns, and solutions.
  • Informed customers about billing procedures and processed payments efficiently.
  • Cultivated strong relationships with customers, enhancing business development opportunities.
  • De-escalated customer issues calmly while maintaining a friendly demeanor.
  • Reviewed account histories to identify trends and resolve service issues.
  • Translated services for Spanish-speaking customers, supporting a 30-person team.

Computer Operator

Paychex Inc.
Orlando
09.2016 - 02.2019
  • Supervised and trained two computer operator trainees, ensuring full staffing with knowledgeable employees.
  • Implemented routine maintenance techniques to keep servers and systems operational during peak periods.
  • Produced detailed daily reports for tracking progress and processing.
  • Managed multiple projects to ensure timely delivery of high-quality results.
  • Collaborated with colleagues to resolve product and service-related issues.
  • Processed data validation and transmission for weekly and semi-monthly payrolls.
  • Maintained annual and monthly budgets while handling payroll checks.
  • Ensured compliance with IRS guidelines during payroll tax submissions.
  • Performed data entry tasks, including updating customer information in databases.

Supervisor/Dispatcher/Driver

Premier logistics
Orlando
12.2014 - 12.2018
  • Established and enforced clear goals to enhance collaborative employee performance.
  • Conducted inspections of worksites to evaluate technician skills and field performance.
  • Coached and mentored 12 staff members through constructive feedback on career development.
  • Inspected incoming supplies for compliance with material specifications and quality standards.
  • Resolved customer complaints and adjusted policies to adapt to evolving needs.
  • Monitored equipment and coordinated manpower to align with expected demand.
  • Developed position rotation programs to promote continuous improvement and operator growth.
  • Created comprehensive training manual as a reference guide for all employees.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.

Driver

MV Transportation
Orlando
06.2011 - 07.2013
  • Achieved consistently high customer satisfaction scores through exceptional service delivery.
  • Transported clients safely and punctually to specified destinations and events.
  • Planned optimal routes, minimizing delays and maximizing time efficiency.
  • Performed thorough vehicle inspections before and after trips to ensure safety and maintenance.
  • Maintained clean driving record by adhering strictly to safety regulations.
  • Practiced secure loading methods to prevent damage to goods during transport.
  • Interacted pleasantly with customers, addressing needs and enhancing overall satisfaction.
  • Coordinated with team members, demonstrating flexibility in scheduling to meet service demands.

Education

Associate Degree - Medical Assistant

Stratford Career Institute
Chicago, IL
05.2003

Skills

  • Report generation and creation
  • Credit card processing
  • In-store support
  • Office equipment proficiency
  • Fleet dispatching and transportation solutions
  • Call center operations
  • Customer relations management
  • Microsoft Office expertise
  • Bilingual communication
  • Conflict resolution
  • Data entry
  • CRM systems
  • Multitasking and organization

Certification

  • CDL Class B with Passenger

Timeline

Driver/Delivery

Uber
09.2024 - Current

Bilingual Customer Care Specialist

Lighthouse Works
12.2021 - 09.2024

Customer Success Specialist

Williamscotsman
01.2020 - 11.2020

Computer Operator

Paychex Inc.
09.2016 - 02.2019

Supervisor/Dispatcher/Driver

Premier logistics
12.2014 - 12.2018

Driver

MV Transportation
06.2011 - 07.2013

Associate Degree - Medical Assistant

Stratford Career Institute

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