Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Highly motivated, goal oriented, and dedicated professional bringing over 18 years of office/customer support experience working within high-volume call center environments. Maintain demonstrated research analysis, and database management proficiencies. Excellent communicator with strong time-management and customer needs assessment skills. Exercise independent judgment, decision-making, and problem-solving abilities.


Excellent Communication

Exceptional Customer Service




Employee Relations Management

Leadership Excellence


Microsoft Office Word


Work History
Child Support Enforcement Specialist, 01/2016 - Current
Arapahoe County Littleton, CO,
  • Maintain positive client relationships assisting clients with requests and problems and respond promptly.
  • Receives and processes referrals for location of non-custodial parents in non-support claims.
  • Develop, share and incorporate legal mandates for child support where none exists according to state requirements.
  • Initiates legal action and administer genetic testing to determine and/or establish paternity.
  • Formulates and evaluates custodial and non-custodial client's income and expenses to compute child support obligations.
  • Prepares evidence packets for legal proceedings and files administrative judgments with circuit clerk's office.
  • Schedules and participates in administrative hearings conducted by the Division of Legal Services.
  • Serves as liaison intercepting benefits, withholding of assets or the suspension of various licenses to enforce child support obligations or collect past-due child support.
  • Identify ways to enhance performance and operational reports related to new business implementation processes.
  • Investigates and perform various search methods to locate non-custodial clients.
  • Document data and complete accurate updates to case records.
  • Interview individuals and families to assess needs of children and provide informational resources.
Human Resources Manager, 01/2012 - 01/2016
Bkd, Llp Merrillville, IN,
  • Investigated, analyzed, and resolved employee and senior management work complaints/issues as they arise with corrective action plans or termination of employment.
  • Researched and resolved complex termination issues using multiple systems, tools and resources.
  • Maintained accurate and complete documentation of all incidents.
  • This continuously improved the process and reduced potential legal concerns as well as payouts.
  • Updated training processes by reviewing existing documentation, leveraging feedback from associates, and working with legal and compliance teams.
  • Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
  • Followed programs closely to assess effectiveness and make proactive changes to meet changing demands.
  • Managed seven employees to reduce workflow stoppage and achieve on-time project completion.
  • Maintained company compliance with all local, state and federal laws, in addition to establishing organizational standards.
  • Discovered and resolved complex employee issues that affected management and business decisions.
  • Coordinated with senior leadership and handled all managerial needs by implementing policy and procedure solutions into business strategies.
  • Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
  • Collaborated with senior management and performed helpful tasks, including benefits analysis, corrective action planning and big-picture data capturing.
  • Liaised between multiple business divisions to improve communications.
  • Educated management on successful policy implementation and enforcement actions to prevent employee legal entanglements.
Recruiting Supervisor, 01/2011 - 01/2012
Crossmark New Port Richey, FL,
  • Pre-screened resumes and conducted phone interviews prior to offering formal face-to-face interviews.
  • Coordinated job recruitment fairs, hired employees, and initiated new hire paperwork process.
  • Identified ways to enhance performance management and operational reports related to new On-boarding implementation processes.
  • Regularly performed analysis on assigned projects, while recommending potential business solutions and assist with execution.
  • Made independent judgments in order to respond to complex or critical new hire issues.
  • Worked collaboratively with Recruitment Partners as well as Senior Management to provide seamless support.
  • Served as first point of contact for internal employees and partners during On-boarding process.
  • Promptly corresponded with all applicants and coordinated and conducted interviews.
  • Maintained work structure by updating job requirements and job descriptions for all positions.
  • Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
  • Assisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.
  • Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols.
Facilitation Supervisor, 01/2002 - 01/2011
Macys Credit & Customer Service Center City, STATE,
  • Facilitated, delivered training, and assisted employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Trained employees to provide excellent customer service to callers requiring assistance for general and complex issues.
  • Coordinated with partner centers and business departments in the development and delivery of training programs and material.
  • Developed, shared, and incorporated organizational best practices into business applications.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Assessed skill gaps for employees and developed customized training courses to meet identified needs.
  • Collaborated with senior leadership to formulate training material, and update departmental policies and procedures.
  • Conducted training and mentored employees to promote productivity, accuracy and commitment to providing outstanding service.
  • Coached employees to deliver professional service while adhering to set policies and procedures.
  • Quickly adapted training plans for employees while keeping timelines, budgets and desires in mind.
  • Traveled to partner centers to train new and existing employees on new businesses, policies and procedures.
Associate of Applied Science: Criminal justice-Law Enforcement, Expected in 05/2019
St. Louis Community College - St. Louis, MO,

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School Attended

  • St. Louis Community College

Job Titles Held:

  • Child Support Enforcement Specialist
  • Human Resources Manager
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  • Facilitation Supervisor


  • Associate of Applied Science

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