AILEEN GASTELUM
Phoenix
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
RxBenefits
REMOTE
09.2024 - 06.2026
- Successfully assisted members with membership renewals, payments, redeem rewards, cancel cards and replace.
- Updated personal contact information in profile
- Educated members on plans, promotions, and fees
- Surpassed inbound call quota of 80 calls a day by 50%
- Efficiently worked using 3 screens and 3 different applications at the same time
Customer Service Representative
Discover
REMOTE
08.2022 - 08.2024
- Assisted cardholders with payments, credit limit increases, address updates, card replacements
- Assisted with fraud claims, and disputes
- Met quota of 95 calls a day including cold and warm calls
- Educated cardholders on card perks, rewards, and promotions
- Successfully used 4 monitors and 3 different applications at once
Customer Service Representative
PLS Check Cashing
IN OFFICE
09.2019 - 07.2022
- Assisted clients cashing their checks, creating money order, money transfers, helped customers view transactions, as well as managing prepaid debit cards.
Education
Pharmacy Technician Certificate -
Carrington College
Phoenix, AZ04-2020
Skills
- Multi-tasking (3 screens, headset)
- Attention To Detail
- Time Management
- Clear Communication
- Empathy and Patience
- Experience in Disputes
- 86 WMP
- Product Knowledge
- Data Entry & Management
- Compliance Knowledge
- Cold and Warn Call Transfers
Certification
Lean Six Sigma- Yellow Belt 2026
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
RxBenefits
09.2024 - 06.2026
Customer Service Representative
Discover
08.2022 - 08.2024
Customer Service Representative
PLS Check Cashing
09.2019 - 07.2022
Pharmacy Technician Certificate -
Carrington College