Customer Service Representative

Jacqueline Dominguez

New York, NY 929-***-**** *.*********@*****.***

Objective

Customer-focused and dependable professional with over 2 years of experience in customer service and human services. Proven ability to handle high call volumes, resolve client inquiries with care and accuracy, and maintain professionalism under pressure. Seeking to bring my strong communication skills and experience with NYC 311 to a Call Center Customer Service Representative role. Professional Experience

Customer Service Representative - NYC 311 (Continuum Global Solutions) New York, NY October 2023 - June 2024

- Handled a high volume of inbound calls providing information about NYC government services, including housing, social programs, and public assistance.

- Resolved customer issues with empathy, accuracy, and efficiency, maintaining professionalism during sensitive conversations.

- Accurately documented call notes, follow-up actions, and escalations using internal systems.

- Met quality standards and consistently exceeded call-handling metrics.

- Supported clients with language barriers by communicating clearly and patiently. Home Health Aide - Various Clients & Facilities

New Jersey & New York 2022 - 2023

- Provided emotional and daily living support to elderly and disabled clients in both private homes and rehabilitation centers.

- Communicated care updates with case managers and family members.

- Demonstrated compassion, reliability, and the ability to remain calm under pressure.

- Maintained accurate records of services provided. Education

High School Diploma

Erasmus Hall Campus, Brooklyn, NY - Graduated January 2023 Skills

- Typing Speed: 40+ WPM

Jacqueline Dominguez

New York, NY 929-***-**** *.*********@*****.***

- Strong verbal and written communication

- Call center software (CRM, ticketing systems)

- Microsoft Office Suite & Google Workspace

- Multitasking & time management

- Bilingual: English & Spanish

- Excellent phone etiquette

- Remote tech setup ready

Technical Setup (For Remote Work)

- Operating System: macOS Monterey

- Internet Speed: 100 Mbps Download / 10 Mbps Upload

- USB Wired Headset with Noise Cancellation

- Dedicated, distraction-free workspace

- Familiar with remote communication tools (Zoom, Microsoft Teams, Slack) Work Preference

Interested in: Remote or On-site (Flexible)

Availability: Full-time, open to working required Saturdays

Contact this candidate