Customer Service Specialist

JESSICA CASTRO

347-***-**** *****************@*****.*** NEW YORK, NY 10001

SUMMARY

Empathetic and solutions-oriented customer support professional with 5+ years of experience delivering high-quality technical and customer service in fast-paced, remote, and hybrid environments. Proven ability to troubleshoot complex issues, create knowledge-sharing resources, and enhance workflows using tools like Zendesk and Salesforce. Adept at identifying user pain points, reducing ticket volume through proactive support, and communicating clearly with both users and cross-functional teams. Passionate about elevating the clinician and customer experience within tech-forward environments.

SKILLS

ZENDESK, SALESFORCE CRM

REMOTE TEAM COLLABORATION (MICROSOFT TEAMS, GOOGLE MEET)

TROUBLESHOOTING & PROBLEM SOLVING

CUSTOMER ESCALATION MANAGEMENT

SAAS / HEALTHCARE SUPPORT EXPERIENCE (ADAPTABLE)

65+ WPM ATTENTION TO DETAIL

EXPERIENCE

08/2020 to 07/2025

Customer Service Specialist (Remote)

CENTUCOM

Delivered fast, clear support via phone, email, and chat, resolving most issues on first contact.

Logged, tracked, and analyzed user issues using Zendesk and Salesforce, contributing to internal knowledge base creation.

Maintained 90%+ adherence rate and high customer satisfaction by anticipating and resolving needs before escalation.

Identified common user friction points and partnered with internal teams to recommend process and product improvements.

03/2018 to 07/2020

Customer Service Specialist (Hybrid)

BLACKBOX

Handled high ticket volumes with accuracy, resolving product and logistics-related issues.

Actively documented and flagged recurring concerns to improve internal workflows.

Assisted in optimizing internal processes that improved efficiency and reduced average response time.

02/2016 to 03/2017

Call Center Customer Representative

VEOLIA NORTH AMERICA

Solved complex customer disputes with professionalism, achieving 98% adherence.

Promoted to trainer due to strong attention to policy, problem-solving skills, and client-centric mindset.

Used multiple CRM platforms to manage customer history and follow-up needs.

EDUCATION AND TRAINING

02/2014

ASSOCIATE DEGREE- BUSINESS ADMINSTRATION

Interboro Institute

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