Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

  • Onboarding Design
  • Resource Planning and Scheduling
  • Business Development
  • Client service optimization
  • Product Knowledge
  • Exceptional Attention To Detail
  • Solution-Oriented
  • Marketing Experience
  • Account Reviews
  • Communication Skills
  • Project Management Skills
  • Customer Education
  • Customer Feedback
  • Ability To Collaborate
  • Strategic Planning
  • Business Development And Planning
Work History
06/2020 to 08/2021
Account Operations Specialist Incipio Technologies, Inc. Corona, CA,
  • Managed high volume of reseller quote and purchase requests (30% of daily volume).
  • Assisted customers with switching to newer product offerings.
  • Saw increased adoption rate of 15% during tenure.
  • Provided detailed quotes on merging accounts for better account management.
  • Created internal customer templates to increase first time solve rates.
  • Coordinated support with Customer Success Managers for high value accounts.
  • Assisted Customer Success Managers by identifying potential Enterprise accounts and helped to secure accounts with 100+ users.
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Answered average of 50-75 emails per day, addressing customer inquiries, solving problems and providing product information.
  • Applied basic sales strategy to engage customers and present solutions to suit individual needs.
  • Assisted customers with needs such as opening accounts, updating account details and signing up for new services.
03/2019 to 04/2020
CX Specialist Zendesk Remote, OR,
  • Delivered exceptional and timely customer support through high volume of live chats and emails (60-100 plus daily), using multiple support systems and tools.
  • Built detailed reports on bugs for Product Development Team.
  • Identified ideas for being more efficient and more effective for customers.
  • Partnered with Client Success and Sales organization to identify opportunities to cross- and up-sell.
  • Shared feedback, suggestions, and concerns from customers with Leadership team.
  • In role as KCS Publisher, responsible for crafting and editing internal/external documentation.
  • Served on internal team building committee to build better report and functionality within department and cross functionally.
  • Saw internal team happiness and corporation increase by 40%.
  • Supplied in depth training on multiple product features internally.
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Drove improvements to key lines of business as Subject Mater Expert and increased customer adoption. Saw 30% better customer engagement in this line after stepping into role.
  • Recorded product or service failure complaints and notified appropriate departments.
  • Assisted in training new employees and participated in cross-training with other departments.
  • Requested escalation for unresolved issues.
  • Accurately tracked and recorded all customer interactions in CRM platform.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
02/2018 to 03/2019
Customer Success Specialist Banks Sadler Virtual Location, MI,
  • Provided primary customer support to internal and external customers.
  • Served as Onboarding Specialist for new customers and onboarded average of 25 new customers weekly.
  • Provided in depth training sessions for current customers Organized and served as project manager for complex issues.
  • Maintained and streamlined all trade show materials and coordinated shipping. Reduced shipping errors by 15%.
  • Provided ongoing peer support and training review for new hires.
  • Involved in marketing feedback such as: review of newsletters and research of new trade show materials.
  • Senior staff member responsible for operations during absence of Operations Manager.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Served as Account Manager for higher level customers. Cultivated customer loyalty, promoted repeat customers and improved sales. Increased retention of portfolio by 30%.
  • Provided quarterly check ins and served as point of contact for their issues.
  • In less than two months of employment moved from hourly trainee to salaried specialist.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
09/2015 to 02/2018
Accounting Coordinator Graphic Packaging Louisville, CO,
  • Created and successfully implemented in house payment plans for delinquent clients.
  • Assists Project Management in staying on time, on budget and client communication.
  • Served as Account Manager for Project Management clients.
  • Assisted in HR procedures (hiring, document collection, in office training, etc.)
  • Successfully merged most accounts payable to online payments.
  • Prepares financial reports for CEO and Senior Accountant.
  • Responsible for accurately recording time for 1099 and W2 employees and paying all contractors.
  • Responsible for assisting in creation/implementation of policy and procedures for Accounting department.
  • Assisted Director of Property Management with day to operations in regards to payments, ledgers, and supervising property managers.
  • Coordinated and monitored department workflow to maintain efficiency.
  • Compiled general ledger entries on short schedule with 100% accuracy.
  • Organized and processed daily accounting invoices, statements and records.
  • Reached out to customers to ascertain reasons for past due accounts.
  • Entered journal updates to balance general ledger accounts.
  • Maintained accurate documentation regarding accounts payables and accounts receivables in accordance with company policies.
  • Prepared weekly cash reports consisting of all payments and disseminated information to appropriate correct management staff.
  • Oversaw vendor activities and initiated plans to improve relationships and performance.
  • Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating and all types of cash and banking reconciliations.
  • Trained new employees on accounting principles and company procedures.
  • Worked with management at project level to achieve expense plans.
  • Diminished outstanding debts by analyzing accounts for issues.
  • Reported ROIs using Excel spreadsheets.
Expected in 02/2018
Bachelor of Science: Business Administration, Project Management
Walden University - Minneapolis, MN

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School Attended

  • Walden University

Job Titles Held:

  • Account Operations Specialist
  • CX Specialist
  • Customer Success Specialist
  • Accounting Coordinator


  • Bachelor of Science

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