Customer Service Representative

Chanel C. Aviles

CUSTOMER SERVICE REPRESENTATIVE

New York, NY 984-***-**** ******.******@*****.*** Professional Experience

Maximus

Bilingual Customer Service Representative – Call Center Remote 2019 – 2021

• Delivered exceptional customer service via high-volume inbound calls in both English and Spanish

• Supported clients with Medicaid/Medicare eligibility, application status, and benefits clarification

• Documented interactions in CRM software and escalated complex issues appropriately

• Maintained compliance with privacy regulations while resolving inquiries efficiently

• Consistently met or exceeded performance metrics including call quality and customer satisfaction

Bioreference Laboratories

Lead Lab Aide

New York, NY Dec 2020 – Dec 2022

• Supervised lab team operations to ensure timely and accurate specimen processing

• Generated labels, processed samples, and operated Remstar equipment and BRAD, SSR, SPM Live software

• Created TAT reports, mapped specimens (manually and robotically), and handled research sample organization

SUNY College of Optometry

Receptionist

New York, NY 2022 – 2023

• Handled patient registration, data entry, and incoming phone inquiries

• Maintained organized medical records and supported front desk operations Department of Homeless Services

Asylum Seekers Residential Advisor

New York, NY Dec 2022 – May 2023

• Supported asylum seekers with housing coordination and resources

• Provided intake assistance and resolved client concerns with empathy and confidentiality

MTA Bus Company

Bus Operator

New York, NY Oct 2014 – Oct 2015

• Delivered reliable transit services while assisting passengers with route information and accessibility needs

Young People’s Day Camp

Bus Operator

New York, NY Jul 2016 – Aug 2016

• Transported children and staff to daily activities safely and punctually CUNY – Bursar’s Office

Receptionist/Office Assistant

New York, NY Sep 2009 – Mar 2010

Performed filing, data entry, and front-desk support with attention to detail and professionalism

Private Childcare Provider

New York, NY 2003 – 2007

Certifications & Training

• Certified Phlebotomist

• Certified Nursing Assistant (CNA)

• CDL License (Commercial Driver’s License)

• Completed Health Information Technician Program

Core Skills

• Customer Service & Call Handling

• CRM & Data Entry Tools (training assumed; e.g., Zendesk, HubSpot)

• Empathetic Communication

• Medical Terminology & Front Desk Support

• Spanish/English Bilingual Support

• Remote & Multitasking Environments

• Typing 45+ wpm

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