Katherine Aguilar
San Bernardino,ca
Summary
Call Center with 4 years of experience leading up to 8 team members in dispatch environment and also assisting different departments when needed . Expertise in SERVTRAQ software achieving 95% improvement in customer satisfaction scores. Implemented call back request at Red Rock Transportation, resulting in 100% operational efficiency. Seeking to leverage leadership skills and customer service excellence to optimize team performance and drive continuous improvement at Community Action Partnership of San Bernardino County.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service/ Call Center
CAPSBC
08.2023 - Current
- Handle inbound and outbound calls regarding utility assistance programs and community resources
- Schedule appointments and assist clients with application and intake processes
- Provide professional customer support while managing high-volume call queues
- Maintain accurate documentation and client records in company databases
- Resolve customer concerns and provide clear information regarding program eligibility and services
- Assist with outreach events and volunteer assignments to support community programs
- Collaborate with supervisors and team members to improve customer service efficiency
- Demonstrate reliability, professionalism, and flexibility in a fast-paced office environment
CSR/Dispatcher
Red Rock Transportation
05.2023 - 03.2024
- Assign Pickup and delivery location
- Confirm delivery times
- Print out schedule for drivers
- Confirm weather for drivers before shift
- Ensure all drivers licenses and permits are valid
- Adjust or print out Manifest
- Schedule dmv visits
- Answer multiple phone lines
- Work with other dept to ensure shift runs smoothly
CSR Representative
DHE
01.2022 - 04.2023
- Answer multi lines phones
- Print out bol
- Call customer and confirm delivery times
- Ensure billing has processed fees
- Schedule pick up /deliveries
warehouse clerk
Burlington warehouse distribution
09.2020 - 01.2021
- Order selector/picker.
- Use epj to fulfil orders on time.
Internet shipper WITH CSR EXPERIENCE
Parts authority
06.2018 - 08.2020
- Confirm orders; check accuracy of orders; create sku labels; data entry; inventory counter; confirm.
- Shipments: schedule, re-schedule apts, re-route deliveries and freight cargo vehicles;
- Use EPJ to pick orders.
Picker/shipping clerk
Walmart
03.2018 - 04.2018
- Pick orders.
- Create label sku.
- Use EPJ to pick orders.
Auditor
hi-lo logistics
02.2017 - 03.2018
- Check order accuracy.
- Fill missing order.
- Create labels.
- Process orders through computer system.
- Follow up with vendor.
Warehouse Associate
Sabert foods
11.2016 - 02.2017
- Packer, labels
Warehouse Associate
Burlington Stores
01.2015 - 10.2016
- Packer, RF scanner, research, receiving clerk.
Front Desk Receptionist
USA FORKLIFT
01.2014 - 05.2015
- Responsibilities
- Answer multi-lined phones.
- Send/Receive Fax
- Payment over phone
- Speak with business partners.
- Create labels for certificates.
- Train for forklift operation
- Accomplishments
- Started as part time receptionist.
- Ended as front office Manager.
- Skills Used
- Communication
- Bilingual (Español)
- Manage office as well as team employees.
Data Entry Associate (Temporary Assignment)
Pediatric Partners Hemet
12.2012 - 09.2014
- Entered data for customer service.
- Managed multi-lined phones
- Process client files and schedule appointments
- Handles various bookkeeping duties
- Maintain/run office in managers/owners’ absence
Clerical Associate/Seasonal Groundskeeper
Anna's Market
03.2012 - 12.2012
- Assisted staff in the reception area, answered multi-line telephone system
- Directed visitors to appropriate areas throughout the recreation Center
- Answered questions and provided directions
- Cleaned restrooms, swept, mopped floors, disposed of litter and debris and informed supervisor of all safety hazards
Assistant Manager
Taco Bell
02.2011 - 06.2012
- Managed office documentation
- Greeted and directed visitors / customers to their destination and provided general information
- Answered multi-line telephone, routed calls, and took accurate messages
- Performed faxing, photocopying and filing duties
- Trained new hires
- Assisted supervisor with special projects
- Handled Money Drop box
Office Manager/Receptionist
Pama Management
04.2009 - 09.2011
- Arrange conferences calls and meeting.
- Answered incoming calls and took accurate messages
- Escorted clients to appointments
- Sorted mail, faxed, and photocopied documents for service coordinators
- Maintained office organized and sanitized
- Distributed incoming mail and processed outgoing mail
Education
High school or equivalent -
San Jacinto High School
San Jacinto, CASkills
- Customer Service (6 years)
- Data Entry (6 years)
- Filing (6 years)
- Inventory Clerk (3 years)
- Exp CSR (5 years)
- Clerical Experience (4 years)
- Microsoft Outlook (6 years)
- Communication skills
- Microsoft Excel
- Customer service
- Sales
- Clerical experience
- Front desk
- Mentoring
- Human resources
- Bookkeeping
- EDI
- Office management
- Teaching
- Learning technology
- Adobe Captivate
- Pediatrics
- Account management
- Accounts payable
- Accounts receivable
- Payroll
- Accounting
- Cash handling
- Pricing
- Transportation management systems
- LMS
- Spanish
- Management
- Microsoft Office
- Analysis skills
- Organizational skills
- Computer skills
- Typing
- Data collection
- Time management
- Basic math
- English
- Materials handling
- Forklift
- Heavy lifting
- Windows
- Freight
- CMMS
- Retail sales
Certification
Driver's License
Additional Information - Qualifications
- Work well without supervision
- Bilingual English/Spanish with the ability to translate
- Ability to prioritize and remain focused on the essence of an issue
- Excellent with customer support services
- Skilled at learning new concepts quickly while working well under pressure
Personal Information
- Title: Clerical CSR
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer.
- Visa Status: Authorized to work in the US for any employer.
Languages
Spanish
Native or Bilingual
Timeline
Customer Service/ Call Center
CAPSBC
08.2023 - Current
CSR/Dispatcher
Red Rock Transportation
05.2023 - 03.2024
CSR Representative
DHE
01.2022 - 04.2023
warehouse clerk
Burlington warehouse distribution
09.2020 - 01.2021
Internet shipper WITH CSR EXPERIENCE
Parts authority
06.2018 - 08.2020
Picker/shipping clerk
Walmart
03.2018 - 04.2018
Auditor
hi-lo logistics
02.2017 - 03.2018
Warehouse Associate
Sabert foods
11.2016 - 02.2017
Warehouse Associate
Burlington Stores
01.2015 - 10.2016
Front Desk Receptionist
USA FORKLIFT
01.2014 - 05.2015
Data Entry Associate (Temporary Assignment)
Pediatric Partners Hemet
12.2012 - 09.2014
Clerical Associate/Seasonal Groundskeeper
Anna's Market
03.2012 - 12.2012
Assistant Manager
Taco Bell
02.2011 - 06.2012
Office Manager/Receptionist
Pama Management
04.2009 - 09.2011
High school or equivalent -
San Jacinto High School