Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Alia Aguirre

Fountain

Summary

Dynamic professional with extensive experience at Austin Energy, excelling in service excellence and analytical problem-solving. Proven ability to enhance customer satisfaction through effective communication and collaboration. Bilingual proficiency in English and Spanish, coupled with strong organizational skills, ensures timely resolution of complex issues while fostering positive relationships with stakeholders.

Overview

4
4
years of professional experience

Work History

Command Center Senior, E-Communications

Austin Energy
12.2023 - 11.2024
  • Enhanced customer satisfaction by providing timely and accurate responses to city service requests through email, mobile application and chat support in both English and Spanish languages.
  • Used critical thinking to break down problems, evaluate solutions and make decisions while remaining empathetic and patient during emergencies.
  • Developed strong relationships with local authorities, fostering mutual cooperation when addressing emergencies.
  • Coordinated closely with other departments to ensure seamless resolution of escalated issues throughout the organization.
  • Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Supervised junior operators, providing guidance on best practices and encouraging professional growth.

City Ambassador

Apple One
07.2022 - 12.2023
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments to both English and Spanish speaking citizens.
  • Provided life-saving assistance with medical emergencies over the phone, guiding callers while maintaining composure through proper procedures until help arrived.
  • Collaborated with other city departments as needed to resolve citizen issues that required cross-functional support or expertise.
  • Communicated with management when citizen issues escalated and worked to find resolutions.
  • Participated in staff training programs to continuously enhance knowledge on current best practices in municipal administration.
  • Aided senior leadership by collecting research for executive decision-making support, always advocating for the citizens.

Emergency Roadside Dispatcher

Apple One
05.2021 - 05.2022
  • Facilitated prompt roadside assistance for commercial drivers by maintaining accurate location information and dispatching appropriate resources in the lower 48 states and Canada.
  • Handled escalated calls with empathy and professionalism, resolving complex issues while maintaining a positive rapport with drivers.
  • Maintained a thorough knowledge of local geography, road conditions, and traffic patterns to ensure accurate routing of assistance vehicles.
  • Worked effectively in fast-paced environments.
  • Supported fellow dispatchers as needed during busy periods or absences, demonstrating flexibility and adaptability within the role.
  • Reviewed vendor invoices for appropriate documentation and validity prior to payment.
  • Worked flexible hours across night, weekend, and holiday shifts.


Education

Sandy Creek High School
Fairfield, NE

Skills

  • Optimistic communication style
  • Effective team collaboration
  • Service excellence
  • Analytical problem-solving
  • Diligent and trustworthy
  • Proficient in task prioritization
  • Flexible and adaptable
  • Strong attention to detail
  • Time management
  • Advanced bilingual proficiency

Languages

Spanish
Native or Bilingual

Timeline

Command Center Senior, E-Communications

Austin Energy
12.2023 - 11.2024

City Ambassador

Apple One
07.2022 - 12.2023

Emergency Roadside Dispatcher

Apple One
05.2021 - 05.2022

Sandy Creek High School

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Alia Aguirre