Customer Support & Coordination Specialist
Resume:
************@*****.***
Jocabet Urena
Dedicated and adaptable professional with a proven record of supporting team goals, managing multiple priorities, and delivering quality results. Recognized for strong communication skills, dependability, and a customer-focused mindset that enhances workplace performance. SKILLS
• Bilingual: English &
Spanish
• Adaptable and flexible in
fast-paced settings
• Customer-focused
approach with conflict
resolution skills
• Experience with remote
work and chat support
• Teamwork and
collaboration
EDUCATION
Cypress Creek High school – High school diploma
Orlando, FL – Graduated 2015
Valencia College – Radiology, Associate in Science Currently enrolled
HOBBIES
Running
Creative design
Travel
Thrifting
WORK EXPERIENCE
JetBlue Airways Customer support escalations agent June 2022 – September 2025
• Promoted JetBlue brand and products through targeted marketing initiatives, increasing customer engagement and acquisition.
• Built and maintained strong relationships with credit card holders and Mosaic customers, fostering loyalty and repeat business.
• Handled high-volume customer interactions, including escalated calls, chats, and remote support, providing professional and effective resolutions.
• Educated customers on policies, procedures, and rewards programs while processing payments and tracking rewards for 50+ customers per shift.
• Worked both in-office and from home, managing calls and chat support efficiently during graveyard and overnight shifts.
• Documented all interactions according to company policies to support performance measurement and business tracking. Obstetrics & Gynecology Receptionist Administrator January 2021 – February 2022
• Coordinated patient schedules for OB/GYN services, including appointments, in-house procedures, and insertions, optimizing patient flow.
• Collected patient demographics, insurance information, and reconciled billing with kept appointments.
• Utilized electronic health records to manage patient workups and assigned tasks efficiently.
• Provided clinical support to physicians and hospitals, assisting patients across multiple locations as needed.
• Built trust and established long-term relationships with patients, particularly expectant mothers, by delivering attentive and personalized care.
• Maintained a clean and organized workspace, supporting smooth office operations.
• Offered solutions for non-standard or complex issues, demonstrating adaptability and problem-solving skills.
• Leveraged general computer knowledge and remote work experience to perform administrative tasks accurately. Avanti Resort and Conference Center Receptionist Administrator
March 2019 – March 2020
• Conducted resort tours and guided guests, enhancing their experience and showcasing amenities.
• Managed reservations across multiple platforms — phone, email, Airbnb, and in person — preventing overlaps and maintaining smooth scheduling.
• Worked late-night shifts, assisting guests, addressing questions, and resolving concerns promptly.
• Distributed coupons and promotions to guests, supporting sales and guest satisfaction.
• Handled cash and payments accurately while maintaining organized financial records.
• Maintained an organized and welcoming workspace, contributing to an efficient, professional environment.
• Supported team efficiency by implementing process improvements and assisting wherever needed.
Pacsun Sales Associate
February 2018 – February 2019
• Provided excellent customer service, assisting shoppers in selecting and customizing outfits to meet individual style preferences.
• Styled mannequins and displays to showcase fashion trends and promote visually appealing store layouts.
• Effectively upsold products, contributing to increased store revenue.
• Organized merchandise by size, style, and color, maintaining a neat and attractive shopping environment.
• Monitored entrances, exits, and fitting rooms to ensure store security and prevent theft.
Bath And Body works Sales Associate
May 2016 – January 2018
• Greeted and engaged customers, providing personalized assistance and guidance for in-store and online purchases, including coupon use and promotions.
• Drove sales by recommending products, upselling, and supporting customer decision-making.
• Managed overnight restocking, organized displays, and ensured merchandise was presentation-ready for the sales floor.
• Maintained store appearance and workflow independently, contributing to a welcoming and efficient environment.
• Resolved customer concerns professionally and quickly, creating positive shopping experiences and fostering loyalty. Ufonetech Customer Service & Sales Associate
April 2015 – December 2015
• Served as the primary point of contact for customers entering the store, providing friendly and professional assistance.
• Assisted customers with product selection, phone and accessory sales, and scheduled repair appointments.
• Managed inventory, including stocking, recording data, updating price lists, and handling shipments.
• Processed defective items, coordinated returns with vendors, and disposed of damaged equipment.
• Ensured smooth daily store operations, maintaining a welcoming environment and excellent customer experience.
Contact this candidate