Veronica Aguilar
Panorama City
Summary
Dynamic leader with proven expertise in performance management and verbal communication, sharpened at Input1 LLC and Washington Mutual Bank. Excelled in recruiting, coaching, and developing staff, driving team productivity and customer satisfaction. Achieved significant improvements in KPIs through effective policy development and staff mentoring.
Overview
17
17
years of professional experience
Work History
Manager, New Account Processing
Input1 LLC
Woodland Hills
09.2008 - 04.2022
- Oversaw daily operations, maintaining efficiency and quality standards.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Led a team of 12 employees, ensuring high productivity and excellent customer service.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Conducted performance evaluations, providing feedback and coaching for team development.
Call Center Representative
Washington Mutual Bank
Chatsworth
04.2005 - 08.2008
- Offered resolutions to de-escalate calls and solve customer issues.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Provided top quality control and eliminated downtime to maximize revenue.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Developed effective working relationships with team members across multiple departments.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Education
High School Diploma -
Ulysses S Grant High School
Van Nuys, CA06-1992
Some College (No Degree) - General Education
Los Angeles Valley College
Van Nuys, CASkills
- Performance management
- Recruiting and interviewing
- Staff training and development
- Coaching and mentoring
- Policy and procedure development
- Verbal and written communication
- Task delegation
Accomplishments
- Received the Employee of the Year award in 2015.
- Received multiple customer service awards for outstanding customer service skills.
- Often exceeding set goals as set per KPIs.
References
References available upon request.
Timeline
Manager, New Account Processing
Input1 LLC
09.2008 - 04.2022
Call Center Representative
Washington Mutual Bank
04.2005 - 08.2008
High School Diploma -
Ulysses S Grant High School
Some College (No Degree) - General Education
Los Angeles Valley College
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