Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary
Technical Customer Service Specialist with expertise in delivering support services and resolving customer complaints. Have the capacity to be a quick learner and highly computer-savvy. Troubleshoots highly technical issues with ease and patience. Team player who is flexible, reliable and adaptable to dynamic environments. Trained in the netFORUM Association Management Systems database.
  • Excellent problem-solving abilities
  • Data privacy applications
  • System upgrades
  • Excellent communication skills
  • Database management
  • Training development aptitude
  • Quick learner
  • Creative problem solver
  • Customer Relationship Management Software (CRM)
  • Excellent time management skills
  • MS Office expert
  • Microsoft Outlook, Word and Excel
Work History
2012 to 2014
AMS Specialist Arch Capital Group Ltd. Atlanta, GA,
  • Led the netFORUM upgrade project with my director.
  • Worked closely with the Avectra staff to ensure the upgrade rolled out successfully.
  • Tested the 2011 netFORUM upgrade before we presented it to staff for testing.
  • Assisted staff with testing and conducted meetings with Avectra and AAJ staff to fix breaks with the new site and to clear up any service issues before going live in May 2012.
  • Position responsibilities include: Supported the netFORUM association management system.
  • Created queries and ran reports for information retrieval Responded to various database help desk tickets submitted by staff via an online ticketing system
  • Created or updated existing netFORUM reports using SQL Server Reporting Services (SSRS)
  • Used netFORUM, Visual Studio and SQL Server Reporting Services (SSRS) to create, update and expand reports
  • Trained staff on the netFORUM database and created an open door policy to any staff that required a brief overview of the netFORUM database
  • Established compatibility with third party software products by developing program for modification and integration.
  • Coordinated with systems partners to finalize designs and confirm requirements.
  • Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
  • Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
10/2006 to 11/2011
Member Services Specialist Dow Chemical Employees'™ Credit Union Midland, MI,
  • Partnered with immediate manager, directors and outside vendors to prepare Association for new Association Management System database
  • Extensively cleaned up outgoing database to prepare for new database
  • Maintained the integrity of association database
  • Worked closely with manager to upgrade division in preparation for new roles and responsibilities in conjunction with the roll out of new database
  • Provided account management services to external constituents and customers, in areas of resetting, creating and merging duplicated accounts
  • Managed membership accounts and invoicing for our member institutions and professional development groups
  • Tested new standard operating procedures for association database
  • Processed report queries for staff and constituents using SQL formatting
  • Conducted Open Houses and Users Group meetings to provide staff with database updates and assist them with their questions regarding using the database
  • Trained new staff members on section policies and procedures
  • Served as point of contact during managers absence
03/2006 to 10/2006
Temporary Meetings Registrar Association Of American Medical Colleges City, STATE,
  • Registered constituents for AAMC sponsored meetings.
  • Processed registration payments.
  • Provided on-site support.
  • Coordinated reconciling invoices and payments with the accounting staff to successfully close out meeting at its completion.
07/2001 to 10/2006
Senior Customer Service and Order Fulfillment Representative Association Of American Medical Colleges , ,
  • Answered an average of 10 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Politely assisted customers in person and via telephone.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Processed 5 daily invoices and billed renewed invoices to clients.
  • Directed calls to appropriate individuals and departments.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Prepared reports and communication for senior management and clients.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Identified chronic customer issues by creating and maintaining customer complaint log.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Mastery of customer service management systems and databases.
  • Accurately documented, researched and resolved customer service issues.
  • Defused volatile customer situations calmly and courteously.
  • Gathered and verified all required customer information for tracking purposes.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Effectively managed a high-volume of inbound and outbound customer calls.
Expected in Current
Bachelor of Science: Software Development and Security
University of Maryland University College - Adelphi, MD
Security Programming and Development
Expected in Current
Bachelor of Science: Psychology
University of Maryland University College - Adelphi, MD
account management, accounting, customer services, database, forms, help desk, inventory, invoicing, director, Dreamweaver3.0, meetings, Microsoft Office Suite, Enterprise, policies, processes, reconciling, Reporting, SQL Server, SQL, supervisor, telephone, upgrades, upgrade, Visual Studio

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Resume Overview

School Attended

  • University of Maryland University College
  • University of Maryland University College

Job Titles Held:

  • AMS Specialist
  • Member Services Specialist
  • Temporary Meetings Registrar
  • Senior Customer Service and Order Fulfillment Representative


  • Bachelor of Science
  • Bachelor of Science

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