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

Hardworking with management experience and the ability to learn quickly. Accustomed to fast-paced virtual call center environment. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in restaurant food ordering standards and best practices.

  • Knowledge database expertise
  • Employee training
  • Quality controls
  • Recognition programs
  • Clear communication
  • Communications
  • Process improvement
  • Problem resolution
  • Operational improvement
  • Team management
  • Customer service
  • Organization
  • Project organization
  • MS Office
  • Relationship development
  • Background checks
  • Candidate pipeline development
  • Candidate pre-screening
  • Resume scanning
  • Microsoft Office expertise
  • Keen eye for detail
  • Corrective actions
  • Documentation abilities
  • Quality assurance
  • Equipment operation
  • Reporting and documentation
  • Inspections and audits
  • Acutely observant
04/2019 to 08/2020
Call Center Team Lead Chicago Lighthouse Chicago, IL,
  • Handled to go orders for restaurants all across the U.S. to allow restaraunts to better focus attention on guests and to help the flow of incoming orders.
  • Evaluated employee performance, identified areas of improvement and communicated plans to employees.
  • Fostered positive employee relationships through effective communication, training and development coaching.
  • Worked with managers at the restaurant directly for things such as the need to correct errors or to ensure information was passed to the agents taking calls.
  • Assisted customers with complaints or issues by directly communicating with the store or manager and keeping the line of communication open with both the customer and client.
  • Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, not only with the customer but the client also.
  • Followed staffing strategies to achieve goals.
  • Ensure call quality was meeting expectations and agents were handling calls correctly.
  • Enforced adherence to company policies, answered coworkers' questions and trained new personnel when needed.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Mentored new employees and delivered constructive feedback to increase understanding of job duties.
  • Delivered constructive call process feedback.
  • Managed customer concerns with calm demeanor and knowledgeable service.
  • Directed team of 30-40 agents handling inbound calls.
09/2008 to 12/2013
Quality Inspector Precision Castparts Corporation Santa Ana, CA,
  • Notified supervisors about production problems and helped identify and correct concerns.
  • Inspected, tested and measured materials and products against specifications.
  • Measured product dimensions to assess compliance with specifications.
  • Recommended corrective actions to minimize rate of product defects.
  • Assessed finished items for defects and ordered reworks to eliminate defects.
  • Resolved quality issues using communication to operators and escalated major problems to the department supervisor.
  • Inspected orders for accuracy by carefully reviewing containers, products, packaging and labeling.
  • Inspected outgoing shipments to maintain effective quality assurance standards.
  • Volunteered for additional hours and shifts during peak periods to meet tight shipping deadlines.
  • Accurately documented package information by completing associated paperwork, attaching labels and running barcodes using handheld scanners.
  • Communicated with team members to coordinate efficient and accurate movements.
  • Transported, loaded, unloaded and stacked materials.
  • Moved levers and controls that operate lifting devices such as forklifts, lift beams and swivel-hooks, hoists and elevating platform, to load, unload, transport and stack material
  • Collaborated in team environment to maintain high levels of productivity.
  • Used equipment such as loaders, hand trucks, forklifts and cranes safely.
10/2004 to 02/2006
Administrative Assistant L3harris Palm Bay, FL,
  • Developed and maintained training materials and benefits packets for new hires.
  • Developed job postings, recruited candidates and scheduled interviews to fill vacant positions.
  • Guided new hires through orientation, on-boarding and explained documentation requirements to facilitate HR process.
  • Reviewed all candidate documentation, including identification, references and background checks in alignment with hiring protocol.
  • Created, organized and maintained employee personnel files to keep sensitive data secure.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Improved operations by working with team members and customers to find workable solutions.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Reviewed referral candidates and contacted qualified individuals to request applications.
  • Sourced, qualified and conducted screening interviews with job candidates.
  • Communicated duties, compensation, benefits and working conditions to all potential candidates, enabling better understanding of job expectations.
  • Interviewed and counseled individuals interested in Hewlett-Packard by analyzing experience and explaining duties of job position being offered, plus any other information regarding the job that should be relayed.
Education and Training
Expected in 08/2007
High School Diploma:
Adison High School (Online) - West Hollywood, CA,
Expected in 08/2018
Certificate: Introduction To Forensic Science
Nanyang Technical University - Singapore,

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School Attended

  • Adison High School (Online)
  • Nanyang Technical University

Job Titles Held:

  • Call Center Team Lead
  • Quality Inspector
  • Administrative Assistant


  • High School Diploma
  • Certificate

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