Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Hands-on individual seeking a Consultant Position within Verizon Wireless to apply leadership & communication skills, to plan & coordinate projects for the overall benefit of the organization. Improve profits /customer experience by driving operational excellence, unleashing teams’ potential & utilizing technology as a growth driver.

  • Managing Cross-Functional Teams
  • Interpersonal Communication
  • Program Management
  • Time Management
  • Critical Thinking
  • Results Orientated
  • Team work
  • Business Trend Awareness
  • Collaborating
  • Problem-solving
  • Relationship development
Work History
Henry Schein Stoneham, MA,
  • Lead & partner with all Key Stakeholders on national deployment projects within Government & Enterprise contracts.
  • In house provisioning & staging of devices prior to shipping to customer or end user.
  • Ensure all contract deliverable's are completed by provided deadlines.
  • Support Consultants on status calls, maintain reports, action items, project deliverable's, virtual deployments and staging & provisioning.
  • In absence of Consultant conducted external customer calls, sent out call notes & corresponded with internal/external customers.
  • Proactively partner with BGCO (Enterprise & Government) and ensure alignment of all internal project tasks including assignment of support teams and ongoing support of contract deliverables.
  • Maintain detailed schedules for national deployment.
  • Manages multiple projects in a rapidly changing environment Recommends procedures and controls for problem prevention.
  • Work cooperatively in a diverse work environment.
  • Produced detailed and relevant reports for use in making business decisions.
Ncr Corporation Gainesville, FL,
  • Identify improvements and risk through advanced reporting and analysis of key performance metrics.
  • Communicate clearly and concisely with customers, both internal and external to demonstrate of Verizon Wireless Develop and manage cross-functional relationships including but not limited to Sales, Fraud, Business Finance Operations, Network, Compliance and Logistic to resolve issues and escalations- creating seamless customer experiences.
  • Manage customer projects including, but not limited to, implementations, migrations, training and equipment deployments utilizing solid project management methodology and tools.
  • Partner with Sales to identify and present sales opportunities, including devices, accessories, services and solutions.
  • Conduct regular customer account reviews to maximize opportunities through analysis of critical account data.
  • Provide exceptional account support through effective account action planning, participation in Quarterly Business Reviews ( QBRs) and effective management of controllable OCC’s.
  • Manage Verizon cost and revenue through focus on key measure such as churn reduction and self-service utilization Identify and execute complex action plans to drive account growth, loyalty and customer experience as measured by Customer Relationship Survey (CRS).
  • Collaborate with all stakeholders to drive continuous improvement.
  • Develop, manage, and oversee customer training programs to ensure high value service to new and existing customers.
  • Lead classroom instruction by preparing and performing classroom lecture, and in house training activities.
  • Created project/classroom schedule for all guest speakers in line with all training topics.
  • Excited to identify and implement changes to methods, processes, systems, to improve operations, efficiencies, effectiveness, and metrics.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
Customer Service Rep, 06/2003 - 04/2006
  • Assisted Customer Relations Team with escalated issues and responding to correspondence sent in by external customers.
  • Handled escalated calls in Supervisor's absence.
  • In absence of Supervisor conducted side-by- side evaluations; best cost and price plan audits & provided resolution for escalated calls.
  • Communicating with customers in their native language by telephone, email and online to provide outstanding service.
  • Manages and prioritizes workload and develops goals to help meet departmental daily service level agreements.
  • Assist in and support development of process improvements and continuous learning.
  • Build rapport with external customers to help with inquiries including; order taking, product information, tracking deliveries, returns, sizing and quality queries.
  • Discussing new products and managing multiple tasks to promptly resolve customer queries.
  • Makes corrections and adjustments.
  • Provides training to new employees and to co-workers on on-going basis.
  • Updating computerized systems by participating in system testing for Finance and other teams to further improve customer service and satisfaction.
  • Lead classroom instruction by preparing and performing classroom lecture and in-house training activities.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
Customer Service Supervisor, 08/1998 - 04/2003
Southwest Airlines City, STATE,
  • Day to Day managed 150+ employee’s, operational conflicts with flights, weather & rescheduling of Agents due to conflicts.
  • Responsible for 15 agents.
  • Conducted & presented performance appraisals quarterly and yearly reviews.
  • Provide feedback to employees and assist them with difficult tasks.
  • Assisted customer Relations in responding to correspondence sent in by external customers.
  • Translator for Spanish speaking passengers.
  • Ensure the team follows all established procedures.
  • Report to work on a regular and timely basis.
  • Work cooperatively in a diverse work environment.
  • Responsible for taking ownership of and professionally oversee customer escalations.
  • Prepared daily schedule for all Airport positions.
  • Staff management issues (vacation & illness).
  • Operational coverage during vacation & sick days.
SIGMA - WHITE BELT: , Expected in 11/2015
Network A+ Certification: , Expected in 10/2014
Verizon Wireless - Hanover, MD,
Bachelor of Arts: BUSINESS ADMINISTRATION, Expected in 06/2000

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  • Network A+ Certification
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