Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Customer Service - Technical Support Customer Service Representative with extensive technical support experience. Emphasis on new products and/or service updates and empathy with the customers. Proven record of accomplishment interacting with customers, identifying their needs and providing solutions, whether it be resolving a billing issue or scheduling a technical appointment, and following up with the customer to ensure their needs were met in a timely manner.
  • Conscientious go-getter who is highly organized, dedicated, and committed to professionalism.
  • Exceptional telephone etiquette - customer service-oriented.
  • Known for thinking "out of the box" and handling problem resolutions with tact and appropriateness.
  • Ability to identify efficient ways to address a variety of tasks and complete them in a time efficient manner.
  • Highly proficient with all PC aspects (repairs and builds computers) and MS Office products.
01/2013 to 01/2015
Chat Performance Facilitator/Supervisor & Customer Service Representative Horizon Health And Wellness , ,
  • Diffuse difficult situations between Customer Service Representatives and customers.
  • Assist agents currently taking calls referencing the Knowledge Center and with current policies.
  • Approve refunds, concessions, and replacements for the Customer Service Representatives.
  • Monitor and assist in client chat-rooms.
  • Convergys - DirecTV, Work at Home.
01/2012 to 01/2013
ACE Sales and Service Representative II , ,
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Met and exceeded company sales and productivity goals.
  • Up-sold products and services to increase company revenue.
01/2011 to 01/2011
Seasonal Customer Service & Problem Resolution Representative I City Of Round Rock , ,
  • Provide customer support by empathizing and prioritizing customer needs via inbound calls.
  • Resolve conflicts with products or services and set appropriate expectations with customers.
  • Assisted customers with order placing and document their account activities thoroughly.
01/2005 to 01/2011
Computer Support Specialist Convergys - Amazon , STATE,
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
  • Provided on-call support for critical issues.
01/2000 to 01/2005
Administrative Associate Affordable Computer Repair , STATE,
  • Supervised the loading and unloading of the delivery vans.
  • Submitted bank deposit for money received from deliveries.
  • Completed and submitted all daily logs and paperwork.
01/1999 to 01/2000
DSL Technical Support Representative FedEx Ground City, STATE,
  • Diagnosed and resolved system hardware and software issues hindering customer's ability to connect to the Internet.
  • Kept up-to-date on new developments in computer and network vulnerabilities, data hiding and encryption.
03/2015 to 06/2017
Caregiver for My Parents City, STATE,
•  Giving their medicine.
•  Making sure they were clean.
•  Cooking their meals.
•  Cleaning the house.
Education and Training
Expected in 1992
Associate of Science: Business Management
Hazard Community and Technical College - , KY
Business Management
basic, hardware, encryption, client, Customer Service, customer support, delivery, Mac, money, MS Office products, Windows, network, policies, repairs, sales, desktop support, telephone etiquette, troubleshooting
Activities and Honors

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Resume Overview

School Attended

  • Hazard Community and Technical College

Job Titles Held:

  • Chat Performance Facilitator/Supervisor & Customer Service Representative
  • ACE Sales and Service Representative II
  • Seasonal Customer Service & Problem Resolution Representative I
  • Computer Support Specialist
  • Administrative Associate
  • DSL Technical Support Representative
  • Caregiver for My Parents


  • Associate of Science

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