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

Veteran call center Call Center Supervisor with a history of directing up to 15 employees in call center environments. Dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Hardworking leader with 6 years of progressive experience. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Desiring to dedicate knowledge and abilities to a dynamic role with with long-term potential.

  • Information tracking
  • Quality control optimization
  • Microsoft and excell expertise
  • Scheduling proficiency
  • Training delivery
  • Training coordination
  • Document management
  • Reporting skills
  • Employee motivation
  • Performance updates
  • Productivity benchmarks
  • Scheduling and calendar management
  • CRM and office management software
  • Data entry
01/2018 to 04/2021
Call Center Supervisor Community Health Association Of Spokane Spokane Valley, WA,
  • Over six years in customer service, sales, and supervisor positions.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Motivated customer support team in weekly meetings to increase productivity and achieve day over day goals.
  • Delivered constructive call process feedback.
  • Mentored new employees on tool usage and customer satisfaction and delivered constructive feedback to increase understanding of job duties.
  • Planned weekly meetings for 15 agents on weekly basis and coordinated availability of conference rooms.
  • Evaluated employee job performance and motivated staff to improve productivity.
03/2015 to 01/2018
Customer Service Representative Forward Air Irving, TX,
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Educated customers on special pricing opportunities and company offerings.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Reviewed account and service histories to identify trends and issues.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Documented conversations with customers to track requests, problems and solutions.
07/2006 to 09/2015
Stocker Hilton Worldwide Alexandria, VA,
  • Lifted materials of varied weights on regular basis to transport items to proper warehouse locations.
  • Received incoming product deliveries and relocated to storage shelves, coolers or bins.
  • Organized stockroom by keeping products in correct locations to maintain accurate inventory counts.
  • Assisted customers by locating items and loading heavy purchases in vehicles.
  • Palletized merchandise for easy movement to sales floor locations.
  • Maintained neat, safe and orderly workspace to prevent accidents and injuries.
  • Counted and stocked different types of merchandise to comply with inventory control tag requirements.
  • Restocked shelves with current merchandise in attractive displays to promote sales.
  • Blocked and faced all products on shelves and displays to meet company policies.
  • Identified defective, incorrect or missing merchandise and promptly reported to supervisor.
  • Stocked and rotated products, supplies and paper goods to optimize freshness.
  • Followed proper stock rotation procedures to minimize obsolescence and remove out of date items from sales floor.
  • Moved and rebuilt shelves, racks and displays to increase visibility of merchandise.
  • Picked products from designated locations using various tools and transferred to appropriate areas for further processing.
  • Organized storage of articles in bins, floor, shelves and assigned areas according to product categories.
Education and Training
Expected in
Associate of Applied Science: Aviation maintenance technology
Southern University Shreveport - Shreveport, LA

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  • Southern University Shreveport

Job Titles Held:

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  • Customer Service Representative
  • Stocker


  • Associate of Applied Science

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