Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:

Dedicated professional with over 10 years of experience in management, customer service, and collections seeking a challenging position to utilize my experience and skills.

  • Call center management experience
  • Strong problem solving ability
  • Conflict resolution proficiency
  • Customer service management expertise
  • Promoted to Program Trainer at Convergys within first 6 months of employment.
  • Promoted to Call Center Coordinator at Barnes-Jewish Hospital within first 6 months of employment.
Customer Service Representative, 02/2019 to 09/2019
Saint-Gobain CorporationNorth America, SC,
Informed members of the benefits available with their plan.
Call Center Representative, 09/2018 to 02/2019
Ntt Data CorporationBaltimore, MD,
Schedule medical transportation for Medicaid/Medicare recipients.
Call Center Coordinator, 05/2015 to 09/2018
Cardinal Services, Inc.Warsaw, IN,
Assist Senior Management with interviewing potential employees. Discuss monthly call quality monitorings with 23 Operators. Generate and distribute detailed monthly AUX, Metric, and Incentive reports. Update Excel spreadsheet with over 300 Emergency Pages per month. Ensure staffing levels are met during shift call-offs. Update Doctor Oncall information for 30 Hospital specialties. Provide updated training information for new hire and tenured staff. Resolve staff and patient questions, issues and concerns.
Program Ready Trainer, 01/2013 to 04/2015
Western DentalCompton, CA,

Approved and corrected agent payroll. Created agent schedules daily. Facilitated curriculum to over 300 New Hire and CE Agents. Enforced Service Center policies, procedures, quality assurance metrics, and goals. Provided technical support for Comcast Communications customers regarding multiple lines of business. Addressed negative customer feedback immediately. Resolved customer questions, issues and complaints. Provided daily reports regarding agent attendance, behaviors, and trends.

Collections Agent, 11/2011 to 03/2012
Alorica Inc.Tampa, FL,
Collected past due payments on mortgage accounts for Wells Fargo and provided customer service for an average of 60+ calls per day. Answered customer inquiries, gained experience in problem solving, and provided account status for homeowners seeking refinancing options and loan modifications.
Personal Assistant/Student Worker/Intern, 05/2008 to 04/2010
Saint-Gobain CorporationPlymouth, MI,

Provided administrative assistance and performed research duties regarding grant proposals for the Development Directing Manager. Interned with Field Investigators and Intake Specialists of the Illinois Child Protective Services, while observing and aiding in criminal and civil cases.

Customer Service Representative, 2007 to 08/2007

Assisted customers with reservation sales and various customer inquiries. Effectively developed telephone communication skills and consistently met desired quotas. Located and interpreted complex information from a number of databases.

B.S: Criminal Justice, Expected in 2010
B.S: SANFORD BROWN COLLEGE - Criminal Justice 2010 Fenton, MO

AS 400 Software, AmCom/SPOK Software, SmartCenter, SmartWeb, SmartRefresh, Avaya QM, Viewer, Contact Recorder, CMS Manager, Soarian Financials, Kronos, Microsoft Word, Powerpoint, Excel, and Outlook.

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  • Customer Service Representative
  • Call Center Representative
  • Call Center Coordinator
  • Program Ready Trainer
  • Collections Agent
  • Personal Assistant/Student Worker/Intern
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