Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Yanilse Aguilar

Renton,WA

Summary

Bilingual Customer Support Representative | English & Spanish | Remote Experience

Dedicated and bilingual Customer Support professional with over 4 years of experience in client-facing roles and high-volume call centers. Demonstrated ability to resolve customer concerns and inquiries efficiently while maintaining a high level of empathy and professionalism. Thrives in fast-paced and remote team environments. Ready to apply experience and communication abilities alongside problem-solving skills to improve customer satisfaction.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Account Representative

Alleviate Financial Solutions
Renton, , WA (Remote)
07.2022 - 04.2025
  • Served as the primary point of contact for Spanish and English-speaking clients, managing account portfolios and consistently ranking among top performers under a strict performance metric system
  • Recognized as a long-tenure top performer and chosen for a Same-day Welcome call project to deliver high-quality onboarding support to newly enrolled clients, resulting in reduced early cancellations and increased client understanding of product value.
  • Identified gaps and implemented the Same-Day Welcome Call process for Spanish-speaking clients, where delays affected onboarding due to limited bilingual coverage.
  • Chosen by leadership to join a specialized team supporting new hire training; guided agents through their first live calls and provided real-time support, shadowing, and feedback.
  • Manage a high volume of inbound and outbound calls using an auto-dialer system to address pending tasks and individual account needs; assisted customers via phone, email, and SMS.
  • Assisted clients with payment plans and modifications, evaluating active settlements and custodial savings account.
  • De-escalated clients and utilized rebuttals and resolutions to focus on customer retention and satisfaction, which resulted in fewer cancellations.
  • Maintain confidentiality and adhere to HIPAA requirements in a dedicated work area
  • Connect the client with internal departments, including conventional negotiators and payment processing, to communicate information and maintain adherence to both guidelines and quality standards.
  • Keep accurate records and notes of all activity on the file while assisting customers and navigating multiple internal CRM systems.

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 division.
  • 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 follow-up methods that 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 positive evaluations and quality assurance evaluations.
  • Communicated with clients and customers to provide a fair resolution to escalated reservation complaints, which led to greater cooperation and decreased company loss.
  • Carefully monitor the progress of open cases, both resolved and unresolved, to meet daily goals, which has led to an increased number of tickets being closed within the first interaction.
  • 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 skills

Certification

  • Seal of Biliteracy
  • Washington State Department of Social and Health Services (DSHS) Language Testing Certification (LTC)– In Progress
    Expected Completion: [October] [2025]

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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Yanilse Aguilar