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

Customer-focused, professional, and creative problem solver with a demonstrated history of administrative support and customer escalations coupled with commercial and residential Utility experience. Frequently acknowledged by management for dispensing personalized attention, maintaining composure under fire, and managing a multitude of challenges with skilled discretion and concern. Possesses over 9 years of administrative and customer service experience in a fast-paced customer care environment. Reputed for willingness to shoulder extra workloads, coordinate daily operations, and "step up" to leadership roles.

  • Escalations
  • Team Building
  • Accounts Receivable
  • Check Request/Reimbursements
  • Customer Advocate
  • Internal Control and Audit
  • Excel
  • Data Entry
  • AR/AP
  • Mail handling
  • Advanced Excel spreadsheet functions
  • Sorting and labeling
  • HTML and XML
  • Billing Inquiries
  • A level, Quality
  • Accounts Receivable, Quality assurance
  • AP, Quality control
  • AR, QA
  • Billing, Rapport
  • Call center, Reporting
  • Coaching, Scripting
  • Crisis management, Spreadsheet
  • Client, Teamwork
  • Customer satisfaction, Technical documentation
  • Customer service, Phone
  • Data Entry, Troubleshooting
  • Documentation, XML
  • Forms
  • Funds
  • HTML
  • Human Resources
  • Team Building
  • Leadership
  • Managing
  • Excel
  • Mail
  • Office
  • Payroll
  • Performance management
  • Problem resolution
07/2020 to 10/2020 Case Management Specialist Covenant Healthcare | Saginaw, MI,
  • Protected patient data in alignment with HIPAA privacy protocols.
  • Determined functional status, activity, acuity and self-management levels to make proper care referrals.
  • Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
  • Documented conversations with customers to track requests, problems and solutions.
10/2019 to 07/2020 Escalations Representaive Infosys Ltd | Raleigh, NC,
  • Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization Initiating hierarchical escalation process as per the incident management process, including senior authorities and securing their support Representative for the escalations team, which includes the incident owner, problem owner, and other professionals in the specified area of expertise Planning of absence/missions/sick leaves/training of team members as well as roster management Demonstrated leadership in crisis management situations Working knowledge of Human Resources and Payroll systems.
10/2015 to 09/2019 Quality Assurance Analyst/Account Receivables Specialist Just Energy | City, STATE,
  • Wrote, edited and updated project manuals and technical documentation used by quality assurance team.
  • Monitored process checks for proper completion and correct frequency.
  • Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations.
  • Prepared orders to orchestrate transfers, tracked transactions and documented activities with detailed records.
  • To address customer inquiries and concern Applied proper codes to invoices, files and receipts to keep records organized and easily searchable Appointed as main corporate office contact, handling all questions and issues from customers and vendors Guaranteed a level of quality for the end customer and managing problem resolution within the call center Documented any issues and ensuring errors are corrected, while handling crucial components of the developmental process Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork Trained new hires on the evaluation process, equipping them with resources effectively assure quality on each call Communicated QA feedback to management, coordinates with team leaders for quality performance management Worked with our QA manager to identify performance improvement opportunities by analyzing calls and providing coaching documentation Coordinated assignments and follow ups for agents and special evaluations for performance, or product roll out Ensured all reporting is up to date, verifying scripting and pitch information is up to regulatory standards Ensured the company's quality standards are consistently maintained by each agent Resolved conflicts and negotiated mutually beneficial agreements between parties.
03/2012 to 06/2015 Customer Service Specialist Sutherland | City, STATE,
  • Maintained accurate and current customer account data with manual forms processing and digital information updates Offered internal and external customers first-rate customer service to maximize satisfaction and business success Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions Reinforced established quality control standards and followed procedures for optimal customer interactions Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concern Took payment information and other pertinent information such as addresses and phone numbers to place orders Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
Education and Training
Expected in 2011 Bachelor of Business Administration | Marketing Grambling State University, Grambling, LA GPA:
Activities and Honors

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School Attended

  • Grambling State University

Job Titles Held:

  • Case Management Specialist
  • Escalations Representaive
  • Quality Assurance Analyst/Account Receivables Specialist
  • Customer Service Specialist


  • Bachelor of Business Administration

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