KARLA AGUILAR
6912 Conifer Lane , LAS VEGAS, NV
702-929-9254
Kc.aguilar073@[Link]
Summary
Personable and dedicated Customer Service Representative with extensive call center
experience. Solid team player with upbeat, positive attitude and proven skill in
establishing rapport with clients. Motivated to maintain customer satisfaction and
contribute to company success. Process-driven Compliance Analyst practiced in
assessing, tracking and documenting information. Resourceful service desk
representative experienced in helping users correct problems with computer systems,
kiosks, and mobile devices. Knowledgeable about usability and security concerns.
Comfortable working alone to successfully investigate and troubleshoot problems.
Skills
Customer service
Computer literacy
Bilingual
Documentation review
Experience
CSR- Service Desk Representative
Coin Cloud 05/2022 - Present
las Vegas , NV
Identifying and assessing clients’ needs to achieve satisfaction
Resolving service problems by clarifying the client's inquiries; determining the
cause of the problem; selecting and explaining the best solution to solve the
problem; expediting correction or adjustment; following up to ensure resolution
Recommending potential products or services to management by collecting client
information and analyzing client needs
Managing incoming calls
Building sustainable relationships of trust through open and interactive
communication
Providing accurate, valid, and complete information by using the right
methods/tools
Handling complaints, providing appropriate solutions and alternatives within the
time limits, and following up to ensure prompt and effective resolution
Accurate documentation of client interactions
Following communication procedures, guidelines, and policies
Going the extra mile to engage clients
Resolving client complaints via phone, email, text, chat, or social media
Greeting clients professionally and identifying the problem(s) or reason(s) for
calling
Acting as the company gatekeeper
Suggesting solutions to common client issues
Utilizing computer technology to handle high call volumes
Working with client support supervisors to ensure proper client support is being
delivered
Responding to client queries in a timely and accurate way, via phone, email, or
chat
Other duties as assigned
Intake Customer Representative
AppleOne 05/2020 - 03/2021
Las Vegas , Nevada
Assisted client with intake process for Unemployment Compensation process
Notate and screen accounts accordingly
Promoted high customer satisfaction by resolving problems with knowledgeable and
friendly service.
Remained calm and professional in stressful circumstances and effectively diffused
tense situations.
Demonstrated excellent communication skills in resolving product and consumer
complaints.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Fielded customer complaints and queries, fast-tracking for problem resolution.
Answered incoming calls and emails, providing frontline customer support
High Risk Collections Associate
Wyndham Destinations 08/2015 - 03/2019
las Vegas , NV
Notified customers of delinquent accounts with attempt to collect outstanding
amounts.
Advise clients of necessary actions and strategies for debt repayment
Skip trace delinquent customers to new addresses by inquiring at post
office4s ,credit bureaus and telephone companies
Remained calm, stayed professional and provided exceptional service on calls, even
when interacting with difficult individuals.
Processed payments over phone and set up recurring drafts.
Arranged for debt repayment and established repayment schedule based on customer
finances.
Recorded and updated customer personal accounts with accurate contact information.
Reviewed accounts to determine payment plan compliance.
Recorded information about customers' financial status and collections status
efforts.
Negotiated credit extensions to assist customers in paying overdue accounts.
Completed skip traces on customers failing respond to collection efforts.
Financial Customer Service Representative
Wyndham Vacation Resorts Asia Pacific 01/2014 - 08/2015
Las Vegas , NV
Take inbound calls from owners inquiries regarding financial status of their
accounts
Provided outstanding service to new and long-standing customers by attending
closely to concerns and developing solutions.
Resolved customer inquiries, questions and concerns to consistently offer quality
service and meet performance benchmarks.
Promoted high customer satisfaction by resolving problems with knowledgeable and
friendly service.
Asked probing questions to determine service needs and accurately input information
into electronic systems.
Answered incoming calls and emails, providing frontline customer support or
assistance with product and service transactions.
Mentored new employees on procedures and policies to maximize team performance.
Education
Centyral High School High School Diploma
06/2001
Los Angeles , CA
