Customer Service

ALEJANDRINA AGUILAR

AJO, AZ ***** • 602-***-**** • ***********@*****.***

Highly experienced and results-oriented bilingual customer service professional with extensive experience in relationship management, strong communication, leadership, and problem-solving skills. Several years of experience in performing customer service, administrative support, leadership, and human resources administration. Successful track record of creating and recommending new operations strategies based on findings of analysis. Motivated leader and team player with a track record of consistently exceeding expectation, delivering exceptional customer service, boosting efficiency, and contributing to revenue growth. SPECIALIZED SKILLS

Quality Assessments Time, Leave & FMLA Timely Follow-Up Process Improvements Proficient in Microsoft Suite Confidentiality Training/Development Account Management Customer Service Bilingual English/Spanish Team Collaboration Strategic Negotiation Dispatching Leadership Risk Management

Client Relations Benefits & Compensation Word, Excel, Access & PowerPoint Experience

Amazon (APEX System), Remote/Ajo, AZ

Human Resource Assistant II, 09/2021-present

● Works in Amazon’s Covid Resource Center where assistance is provided to Amazon employees who are impacted by COVID-19

● Serves as the support contact for Amazon employees with questions about their time away due to illness

● Resolves queries by referring to documentation such as frequently asked questions and standard operating procedures and escalates when these cannot be resolved

● Processes employee absence claims end to end and contact employees to inform them of resolution

● Assess new claims and make accurate classifications about the type of absence required

● Contact employees as needed and keep them updated on the status of their claim

● Ensures all tasks and decisions are rendered withing SLA

● Navigate ambiguous claim requests and applies good judgement about how to apply policy and regulations to the case in question

Arizona Department of Human Services (Insight Global), Phoenix, AZ Bilingual COVID-19 Case Investigator, 08/2020 – 07/2021

● Worked in collaboration with the ADHS leadership to coordinate outreach to patients who have been tested and diagnosed as positive for COVID-19 by providing information for isolation and containment, and debrief on contact history

● Collected and recorded information on symptoms and needs into ADHS systems with completeness and accuracy

● Provided contacts with approved information about isolation and quarantine procedures, and referred them to testing according to ADHS protocol

● Maintained daily contact with ADHS on outreaches completed and any escalations noted

● Provided guidance and information on social services, or escalated to appropriate parties to complete open cases

● Documented case interview information in ADHS system Aguilar 2

● Maintained emotional and cultural awareness while communicating with contacts in a professional and empathetic manner

Independent Contractor, Phoenix, AZ

Non-Emergency Transportation Driver, 08/2019-05/2021

● Transported patients, medical professionals, laboratory samples, and medical documents to the right destinations

● Created and maintained communication with dispatch teams to provide them with information regarding transported patients and documents

● Ascertained that all logs are properly maintained, including driving and transport records

● Mapped routes to destinations by making use of GPS and ordinary maps

● Performed regular and predictive maintenance on vehicles, ensuring that they are always kept clean

● Assist patients in boarding medical vans and transits, ensuring their physical safety and well being

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