Jamielle Gilman
OCFS Human Services Call Center
Watervliet
9
years of professional experience
Dynamic and dependable professional with a strong background in customer service, logistics, and administrative support. Proven track record of delivering exceptional client interactions, executing tasks efficiently, and solving complex problems in fast-paced, high-pressure environments. Excellent communication, multitasking, and organizational skills complement a genuine passion for assisting others and driving team success. A proactive, solution-oriented mindset ensures a commitment to excellence in every endeavor.
Work History
Call Center Representative
1 Year- Resolved customer inquiries by providing accurate information and resources efficiently.
- Managed high call volume while maintaining quality service and customer satisfaction.
- Trained new representatives on systems, processes, and best practices to enhance performance.
- Interview applicants to obtain necessary information to complete forms and process claims or service requests.
- Contact OCFS staff, other state agencies, and private sector individuals to resolve complaints and gather information.
Delivery Driver
1 Year 4 Months- Execute timely and accurate deliveries of Amazon packages to residential and commercial addresses across assigned routes.
- Plan and adjust routes in real-time using GPS and delivery apps to maximize efficiency, reduce fuel usage, and meet daily quotas.
- Conduct vehicle inspections before and after shifts to ensure safety compliance and report maintenance needs.
- Maintain professional, friendly interactions with customers, addressing concerns and resolving issues at the point of delivery.
- Consistently exceed delivery targets and uphold company standards for package handling, appearance, and customer satisfaction.
- Document package deliveries, missed deliveries, and discrepancies via mobile scanning system and Amazon Flex app.
Passenger Service Agent
2 Years 2 Months- Facilitated the smooth check-in, boarding, and arrival process for domestic and international passengers for major airline partners.
- Verified passenger identification and travel documentation in compliance with TSA and airline policies.
- Issued boarding passes, assigned seating, and handled special service requests such as unaccompanied minors or ADA passengers.
- Communicated flight changes and delays clearly through terminal announcements and direct customer service.
- Coordinated with ramp agents, cabin crew, and support vendors to ensure aircraft turnaround efficiency.
- Tracked lost or delayed luggage, filed incident reports, and followed up with customers and baggage services for resolution.
- Remained calm and courteous during irregular operations (IROPS), contributing to stress-free travel experiences.
Call Center Representative
3 Years 5 Months- Answered high volumes of incoming calls from residents seeking non-emergency information about NYC government services.
- Provided accurate, up-to-date information on topics including sanitation, housing, public schools, transportation, COVID-19, and more.
- Created and processed service requests, complaints, and follow-ups using CRM software and city data systems.
- De-escalated frustrated callers by listening actively, offering step-by-step solutions, and ensuring timely resolution or escalation.
- Maintained compliance with strict call handling protocols and privacy guidelines regarding personally identifiable information.
- Assisted callers in navigating online tools and portals for self-service, including NYC.gov and related agency websites.
- Contributed to daily quality control efforts and team performance benchmarks through call logging and script adherence.
File Clerk (Summer Internship)
1 Month- Sorted, filed, and digitized confidential student and employee records by organizational filing standards.
- Operated standard office equipment, including copiers, fax machines, and scanners, to maintain record accuracy and accessibility.
- Routed mail, responded to clerical requests, and ensured timely internal document distribution.
- Maintained detailed logs for tracking file movements, updates, and archive schedules.
- Provided administrative assistance to center directors and staff for scheduling and communication tasks.
Academic Tutor (After School Program)
7 Months- Supervised and supported students in completing homework and digital assignments across subjects such as English, History, and Math.
- Led group tutoring sessions and one-on-one academic coaching with a focus on grammar, writing mechanics, and essay development.
- Ensured a productive learning environment and motivated students to stay focused and engaged.
- Coordinated with teachers to monitor student performance and reinforce classroom material in tutoring sessions.
Education
Associate of Arts and Sciences - Liberal Arts & General Studies
High School Diploma
Skills
Microsoft Office Suite (Word
Excel
Outlook
PowerPoint)
Call Center & CRM Software (311 Systems
Salesforce
Zendesk)
Route Planning & GPS Systems (Amazon Flex
Google Maps)
Public Speaking & Announcements
Conflict Resolution & De-escalation
Time Management & Prioritization
Data Entry & Recordkeeping
Problem-solving skills
Customer support
Customer service
Call center customer service
Verbal and written communication
Timeline
Call Center Representative
OCFS Human Services Call Center
08.2025 - CurrentRead More
Delivery Driver
Colafemina Logistics (Amazon Delivery Service Partner)
06.2024 - 10.2025Read More
Passenger Service Agent
Pacific Atlantic Handling
01.2022 - 03.2024Read More
Call Center Representative
NYC 311
05.2019 - 10.2022Read More
File Clerk (Summer Internship)
Friends of Crown Heights Day Care Center
07.2018 - 08.2018Read More
Academic Tutor (After School Program)
Performing Arts and Technology High School
11.2017 - 06.2018Read More
Performing Arts and Technology High School
High School Diploma
Read More
Borough of Manhattan Community College (CUNY)
Associate of Arts and Sciences from Liberal Arts & General Studies
Read More