Jaquelin Duenez
Hidalgo,USA
Summary
I am seeking a position where I can utilize my experience and skills in building professional relationships and apply my real-life work experience to contribute to the growth and success of an organization. I am eager to leverage my interpersonal abilities and practical knowledge to create meaningful connections and develop long-term partnerships that drive mutual success.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative II
Rio Grande Valley Emergency Communication District 911
07.2023 - Current
- Lead public education and outreach efforts across Hidalgo and Willacy Counties to promote 9-1-1 awareness and responsible use of emergency services.
- Plan, coordinate, and deliver community and peer presentations on topics such as Text-to-911, emergency preparedness, and location accuracy.
- Represent RGVECD911 at schools, public events, and conferences, engaging with the public in both English and Spanish.
- Develop and design bilingual marketing materials and social media campaigns to educate residents on 9-1-1 initiatives.
- Collaborate with IT and GIS departments to ensure accurate public information about service areas, address verification, and technology updates.
- Coordinate TCOLE-accredited trainings and educational sessions for 9-1-1 telecommunications and public safety personnel.
- Manage event logistics, sponsorships, and vendor coordination for large-scale initiatives like the annual Public Safety Wellness Seminar.
- Track and evaluate outreach metrics, preparing reports for leadership and the Board of Managers to measure program effectiveness and impact.
- Build and maintain partnerships with local agencies, schools, and nonprofits to expand the reach of public safety education.
- Manage procurement and purchase orders exceeding $60,000 annually for marketing materials, corporate gifts, and event supplies, ensuring compliance with purchasing procedures.
Case Manager I
Area Agency on Aging
08.2023 - 07.2024
- Helped launch and implement the Benjamin Rose Institute (BRI) Care Consultation Program — a new, no-cost service supporting caregivers of older adults.
- Developed bilingual marketing materials and informational resources to promote program awareness throughout the Rio Grande Valley.
- Represented the program at community events, resource fairs, and agency presentations, increasing visibility and participation.
- Conducted outreach and cold calls to connect families and caregivers with available support services.
- Assisted in developing policies, procedures, and intake forms to align with program standards and improve operational efficiency.
- Collaborated with partner agencies and internal staff to ensure smooth client intake and case management processes.
- Supported the Rio-Net Aging & Disability Resource Center, Citizens Advisory Council and management meetings by preparing agendas, recording and writing minutes, updating bylaws and tracking action items.
- Assisted organize large-scale community events, including the annual Veterans Fest, coordinating logistics, vendors, and partners.
Server
Bourbon St.
09.2021 - 08.2023
- Customer Service
- Time Management (Fast paced environment)
- Multi-tasking
- Communicating with different providers
- Navigating various software programs (POS)
- Bilingual proficiency; Translator (English and Spanish)
Research Assistant
UTRGV
03.2023 - 06.2023
- In-person and Asynchronous duties.
- Conduct individual interviews in English or Spanish with family members via Zoom or on-site. (Mostly for the CHIRP grant project on stigma and social support among Latinx people living with HIV and their families)
- Transcription of interviews.
- Help with overall project management as needed.
Office Clerk
Alamo Palms RV Resort & Community
10.2020 - 08.2021
- Customer service
- Time management
- Multi-tasking
- Mail Services and distribution
- Navigating various software programs (Manage America, CITRIX)
- Bilingual proficiency; Translator (English and Spanish)
Customer Representative
Teleperformance
01.2020 - 08.2020
- Customer service
- Time management
- Multi-tasking
- Information Technology
- Navigating various software programs
- Bilingual proficiency
Server
Texas Roadhouse
10.2018 - 01.2020
- Customer Service
- Money transactions
- Multi-tasking
- Bilingual proficiency
Work-Study Assistant
UTRGV Work-Study Assistant, College of Education & P-16 Integration, Dean’s Office
06.2019 - 11.2019
- Student Services
- Perform basic clerical duties: Answering phones, filing, scheduling, and receiving deliveries, faxing, reports, research.
- Research:
- Guide students to correct departments based on the problem at hand.
- Interact with official members of other universities students from foreign exchange programs.
- Help organize and plan events on campus and presentations.
- Bilingual proficiency
Work-Study Assistant
UTRGV Work-Study Assistant, International Programs and Partnerships
01.2018 - 05.2019
- Student Services
- Perform basic clerical duties: Answering phones, filing, scheduling, and receiving deliveries, faxing, reports, research
- Research:
- Collect data from foreign countries’ policies to prepare informational packets for students studying abroad.
- Translating and organizing foreign receipts for incidental and expense budget reports.
- Help students apply for study abroad programs and scholarships.
- Help type/create agreements and partnerships with foreign universities worldwide.
- Interact with official members of other universities and students from foreign exchange programs.
- Help set up events on campus and presentations.
- Bilingual proficiency
Animator
Clap Party Pro
08.2017 - 02.2018
- Animate at children’s birthday parties, ages 1 through 14
- Face paint, Communication with parents, Taking financial payments and deposits
- Resolve unforeseen problems in a fast-paced environment.
- Manage a group of 3 people or more
- Bilingual proficiency
Brand Representative
Abercrombie & Fitch Kids
10.2017 - 12.2017
- Greeting customers at the entrance, customer service
- Inventory
- Bilingual proficiency
Server
Stars Drive-In
06.2015 - 05.2017
- Performed basic clerical duties: answering phones, filing, scheduling deliveries, faxing, daily reports, calculating profits, etc.
- Offered customer service to all incoming clients with energy and professionalism
- Managing a group of 3 people or more
- Bilingual proficiency
Education
Bachelor of Science - Social Work
The University of Texas Rio Grande Valley
Edinburg, TX08.2023
High School Diploma - undefined
Valley View High School
Pharr, Texas06.2017
Skills
- Language: Proficient in English and Spanish (Reading, Writing, Speaking)
- Computer: Microsoft 365 Software, Proficient Typing Skills, Canva, Data Entry
- Other: Customer Service Etiquette, Community Engagement, Public Speaking, Campaign Development, curriculum Development, Partnership Building, Networking, Problem Solving & Critical Thinking, Multitasking in Fast Paced Environments & Leadership
Certification
- Substitute Teacher Certification
- “Attestation de Stage” Certificate for beginner’s French.
- Security and Privacy: Basic Role by Criminal Justice Information Services Security and Privacy Training (CJIS)
- Crisis Negotiations for Telecommunicators, 2nd Edition, C#INS-75582-00016 by Association of Public Safety Communications Officials (APCO Institute)
- IS-100.C: Introduction to Incident Command Systems, ICS-100 by FEMA/NDEMU
- IS-200.c: Basic incident Command System for Initial Response ICS-200 by FEMA/NDEMU
- IS-700.b: Introduction to the National Incident Management System by FEMA/NDEMU
- IS-800.d: National Response Framework, An introduction by FEMA/NDEMU
- TMLirP Cybersecurity 2024-2025 (DIR CERTIFIED) by Local Government University/TML
- Preventing Telecommunicator Tunnel Vision by National Emergency Number Association (NENA)
ACTIVITIES
Treasurer, UTRGV Study Abroad Club Fall 2017 – Fall 2018
President, UTRGV Study Abroad Club Fall 2018 – Spring 2019
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Case Manager I
Area Agency on Aging
08.2023 - 07.2024
Customer Service Representative II
Rio Grande Valley Emergency Communication District 911
07.2023 - Current
Research Assistant
UTRGV
03.2023 - 06.2023
Server
Bourbon St.
09.2021 - 08.2023
Office Clerk
Alamo Palms RV Resort & Community
10.2020 - 08.2021
Customer Representative
Teleperformance
01.2020 - 08.2020
Work-Study Assistant
UTRGV Work-Study Assistant, College of Education & P-16 Integration, Dean’s Office
06.2019 - 11.2019
Server
Texas Roadhouse
10.2018 - 01.2020
Work-Study Assistant
UTRGV Work-Study Assistant, International Programs and Partnerships
01.2018 - 05.2019
Brand Representative
Abercrombie & Fitch Kids
10.2017 - 12.2017
Animator
Clap Party Pro
08.2017 - 02.2018
Server
Stars Drive-In
06.2015 - 05.2017
High School Diploma - undefined
Valley View High School
Bachelor of Science - Social Work
The University of Texas Rio Grande Valley
Study Abroad/ International Educational Experience
REHS 3320 – Families & Disabilities in the UK – Summer I 2018
- Edinburgh, Scotland
- London, United Kingdom
- Copenhagen, Denmark
FREN 1312 – Beginning French II – Summer II 2019
- Nice, France
- Spain, Barcelona
Presentations
1. 2024 Texas Public Safety Fall Symposium
2. 2025 South Texas All Hazards Conference
3. July 2025 Regional Small Cities Coalition
4. 2025 LISTO RGV Conference
5. 2025 Texas Public Safety Fall Symposium