Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Yanilse Aguilar

Renton

Summary

Bilingual Customer Service professional with over 4 years of experience in high-volume call centers. Demonstrated ability to resolve customer issues efficiently while maintaining a high level of empathy and professionalism. Strong multitasking skills and a commitment to delivering exceptional service. Prepared to contribute interpersonal and organizational strengths to a healthcare support team.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Account Representative

Alleviate Financial Solutions
Renton,
07.2022 - 04.2025
  • Served as primary point of contact for Spanish- and English-speaking clients, managing account portfolios
  • Manage a high volume of inbound/outbound calls, including an auto-dialer system for pending tasks and individual account needs. Helped customers over the phone, email, and SMS.
  • Maintain confidentiality and adhere to HIPAA requirements in a dedicated work area
  • Recognized as a long tenure top performer and chosen for a Same-day Welcome call project to deliver the best customer service for newly enrolled clients, reducing early cancellations by thirty percent.
  • Act as a liaison between the client and departments within the organization, such as the conventional negotiators and payment processing department, to convey information and ensure guidelines and quality are followed accurately.
  • Keep accurate records and notes of all activity on the file while assisting customers and navigating multiple internal CRM systems.
  • De-escalated clients and utilized rebuttals and resolutions to focus on customer retention that resulted in fewer cancellations.

Talent Acquisition Specialist-Recruiter

Everise
Guatemala City
06.2021 - 07.2022
  • Managed full recruiting cycle, identifying current and future hiring needs for the Everise Guatemala call center.
  • Conducted interviews in English and Spanish to evaluate candidate qualifications for different English language proficiency levels.
  • Utilized Microsoft Excel, Word, and Outlook to organize recruitment data and generate reports.
  • Designed job descriptions and successfully filled over 200 vacancies with qualified candidates.
  • Proficient in meeting weekly team performance goals, metrics, and timelines, ranking as a top-performing recruiter.
  • Sourced candidates through social media and databases to ensure diverse talent acquisition.
  • Cultivated strong relationships with hiring managers and HR to enhance recruitment effectiveness.

Customer Service Resolution Specialist

Intouch CX
Guatemala City
08.2020 - 06.2021
  • Provided high-quality support and resolved issues via calls, email, and live chat.
  • Achieved promotion to Resolutions levels 1 and 2 within five months based on evaluations.
  • Identified solutions for reservation problems, escalated cases, and urgent assistance needs.
  • Maintained an average customer satisfaction rating of 95% for same-call resolution and complaint de-escalation.

Education

High School Diploma -

Ralston High School
Omaha, NE
12-2019

Skills

  • Problem solving
  • Customer service
  • Microsoft Office
  • CRM systems
  • Bilingual communication
  • Conflict resolution
  • Data entry
  • Computer skills
  • Recruitment strategies
  • Calm under pressure
  • Attention to detail
  • Interpersonal and communication skill

Certification

  • Seal of Biliteracy

References

References available upon request.

Timeline

Customer Service Account Representative

Alleviate Financial Solutions
07.2022 - 04.2025

Talent Acquisition Specialist-Recruiter

Everise
06.2021 - 07.2022

Customer Service Resolution Specialist

Intouch CX
08.2020 - 06.2021

High School Diploma -

Ralston High School

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