Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -

Certified Nursing Assistant offering 26 years of experience in healthcare environments. Excellent time management abilities with compassionate bedside manner and astute observational skills.

Excellent customer service skills, with over 5 years experience in call centers as well as over 2 years in work at home setting. Have a strong work ethic, hard working, dependable and reliable. Can make even the most irate customers feel at ease and diffuse almost any volatile situation. I am skilled in multi tasking like looking up difficult answers to customers questions all the while making them feel like I am there to help them and that I understand what they are going through.

Strong computer skills. Able to navigate many open screens, troubleshoot PC's, MAC's, I-Phones and Androids phones alike. I always follow the company guidelines on absenteeism and confidentiality.

  • High-energy attitude
  • Schedule mastery
  • Adaptive team player
  • Promotional support
  • Microsoft Office expertise
  • Inbound and outbound calling
  • Problem-solving abilities
  • Retail sales customer service
  • Technologically savvy
  • Project management abilities
  • Conflict mediation
  • Clerical support
  • Active listening
  • Call center experience
  • Analytical thinking/Planning
  • Empathy showing expertise
  • Strong Communication
  • Adaptability
  • Accuracy and attention to detail
  • Strong work Ethic
  • Hard worker and Fast learner
  • Time Management
  • Work well under pressure
  • Proficient in using Microsoft Excel, PowerPoint and Word
  • Strong Organizational skills
  • Critical thinking
  • Navagating several open windows at a time
  • Product and tax support
  • Ability to smile while using only the tone of my voice to make customers feel more at ease
  • Ability to diffuse situations with angry callers
  • Credit card payment processing
  • In-store support
  • Customer relations
  • Stockroom procedures
  • Quality assurance controls
  • Freight operations
  • Quality control
11/2019 to Current
CNA Avamere Sandy, OR,
  • Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
  • Responded to patient alarms and needs-assessment requests to identify course of treatment.
  • Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate.
  • Documented patient intake and dietary requirements and assisted with feeding.
  • Documented activities and recorded information in EMR system.
  • Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
  • Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
  • Exhibited compassionate care and communication regarding issues surrounding death and dying.
  • Provided nursing assistance to residents in a 94 bed long term care facility (Nursing Home).
  • Examined and addressed lacerations, contusions and other physical symptoms in need of further attention.
  • Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
  • Volunteered to work additional shifts and overtime during busy periods to maintain proper staffing and floor coverage.
  • Documented information in patient charts and communicated status updates to interdisciplinary care team.
  • Provided hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
  • Consulted with nurses to develop patient care plans and evaluate treatment options.
01/2019 to 04/2019
Customer Service/Product Support Watermark Retirement Communities Fairview, CA,
  • Educated customers on product and service offerings.
  • Answered 20 to 30 calls per day to answer customer questions.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Earned reputation for good attendance and hard work.
  • Recognized by management for providing exceptional customer service.
  • Improved operations by working with team members and customers to find workable solutions.
01/2015 to 08/2018
Office Manager Smith's Logging Company City, STATE,
  • Conducted monthly performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
  • Created and managed electronic customer records, encompassing data entry and administrative functions related to billing and accounts receivable.
  • Completed quarterly employee performance evaluations to identify deficiencies and recommend improvement strategies.
  • Evaluated and identified ineffective workflow processes, implements solutions to improve productivity and personnel performance.
  • Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Oversaw daily functions.
  • Oversaw training and daily performance of 10 employees.
  • Managed office inventory by maintaining documentation of stock.
  • Drafted internal documents and memoranda.
  • Managed office inventory and placed new supply orders.
  • Completed billing, collections and reporting duties on daily basis.
  • Enhanced customer satisfaction ratings by resolving account issues efficiently.
  • Increased office organization by developing more efficient filing system and customer database protocols.
  • Trained 10 employees on best practices and protocol while managing teams to ensure optimal productivity.
  • Provided scheduling and ensured timely and effective allocation of resources and calendars.
  • Scheduled appointments and maintained master calendar.
  • Updated employee paperwork and records.
  • Saved costs by soliciting vendor quotes to ensure optimal material purchase pricing.
  • Maintained office supplies inventory by checking stock and ordering new supplies as needed.
  • Set up new files and assigned tracking numbers.
  • Managed financial documentations such as expense reports and invoices.
  • Coordinated office activities and operations to secure efficiency and compliance with company policies.
04/2011 to 01/2015
Customer Service Specialist/Financial Services Representative Hazard Community & Technical College City, STATE,
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Resolved average of 50 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Recommended improvements to products and services to mitigate complaints.
  • Answered students, as well as parents, questions relating to their financial aide or student loans.
  • Handled customer complaints promptly and effectively.
  • Reviewed account and service histories to identify trends and issues.
  • Automated office operations while managing client correspondence, record tracking and data communications.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Fostered relationships with product support staff, technical personnel, sales leaders, finance team and executives to transform and strengthen business processes.
  • Confirmed delivery of orders, troubleshooting missed delivery dates, shortages and overages.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Documented and scoped actions taken to resolve issues after service calls.
  • Documented conversations with customers to track requests, problems and solutions.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Reviewed customer interactions and activity reports to identify and address concerns.
  • Assisted customers in making payments on accounts, setting up payment plans when eligible.
  • Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
  • Evaluated quality of representatives' phone calls and provided feedback to management.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Helped customers open accounts, make deposits, update information and carry out range of routine actions.
  • Processed customer account changes.
  • Resolved customer issues and diffused situations by listening to concerns and developing solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
Education and Training
Expected in 04/1993
High School Diploma:
Owsley County High School - Booneville, KY
Expected in
Hazard Community And Technical College - Hazard, KY
Expected in
Everest University - Tampa - Tampa, FL
  • Dean's List Honoree 4 semesters.
  • President's List Honoree 2 semesters.
  • 3.9 GPA
  • Ranked in Top 3% of class
  • Major in Criminal Justice
Expected in 05/1994
CNA License:
Breathitt County Vocational School - Jackson KY,
  • CNA License 1994
  • First Aid/CPR
  • Salesforce

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Resume Overview

School Attended

  • Owsley County High School
  • Hazard Community And Technical College
  • Everest University - Tampa
  • Breathitt County Vocational School

Job Titles Held:

  • CNA
  • Customer Service/Product Support
  • Office Manager
  • Customer Service Specialist/Financial Services Representative


  • High School Diploma
  • Some College (No Degree)
  • Some College (No Degree)
  • CNA License

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