Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Knowledgeable and dedicated customer service professional with extensive experience in hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

  • Verbal and Written Communication
  • Upselling Products and Services
  • Building Customer Trust and Loyalty
  • Multitasking and Prioritization
  • Understanding Customer Needs
  • Order and Refund Processing
  • Inventory Management
  • Goal-oriented
  • Issue and conflict resolution
  • Leadership
  • Multitasking
  • Communication
02/2015 to 07/2021
Coffee Bar Lead Supervisor Conn's, Inc. Wichita Falls, TX,
  • Secured daily cash by verifying totals and making nightly deposits.
  • Trained cafe employees to consistently exceed customers' expectations and provide superior service.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Trained new employees on proper protocols and customer service standards.
  • Kept cafe in full compliance with health code standards and achieved consistent scores above 90
  • Performed opening and closing procedures each day.
  • Balanced tills, handled cash, processed credit card payment batches and prepared bank deposits.
  • Maintained detailed inventory of bar supplies and stocked work areas.
  • Recommended food and drinks to clients based on preference, pairings and special promotions.
03/2019 to 05/2020
Customer Service Representative Nan Mckay Frankfort, KY,
  • Documented and detailed calls and complaints using call center's CRM database.
  • Scheduled drivers for pickup and deliveries along with particular routes.
  • Sought out training opportunities to enhance customer relationship. management abilities and further boost satisfaction scores.
  • Resolved customer complaints and addressed non emergency medical transportation requests and needs.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Answered up to 100 incoming calls in busy, fast-paced environment.
  • Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
  • Initiated termination of customer contract upon request.
02/2007 to 02/2015
Assistant Manager Homewood Retirement Centers Williamsport, MD,
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Provided ongoing training to address staff needs.
  • Complied with company policies, objectives and communication goals.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Coached and staff members through constructive feedback to develop long-term career goals.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Conducted employee evaluations and reviews.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Delegated work to staff, setting priorities and goals.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Handled over $1000 in funds each day in fast-paced cafe environment.
08/2002 to 05/2006
Resident Assistant SUNY Old Westbury City, STATE,
  • Encouraged community atmosphere by implementing educational and social programs.
  • Assisted residents with daily hygiene, including dental and mouth care, bath functions and hair care.
  • Supervised daily activities and provided assistance when needed.
  • Mediated and provided professional conflict resolution in timely fashion.
  • Attended, participated and contributed to monthly staff meetings addressing resident needs.
  • Counseled peers on career, academic and personal concerns.
  • Coached students on useful life and personal care skills.
  • Assisted residents in preparing for activity and social programs.
  • Enforced and implemented all university and campus housing policies.
  • Led by example through mature behavior consistent with university regulations and rules.
  • Developed rapport to create safe and trusting environment for care.
  • Performed several administrative duties, including room transfers, incident reports and maintenance requests.
  • Mentored and supervised groups of 64 residents.
  • Maintained clean, safe and well-organized student environment.
Education and Training
Expected in 05/2006
Bachelor of Arts: Media And Communications
SUNY College At Old Westbury - Old Westbury, NY

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Job Titles Held:

  • Coffee Bar Lead Supervisor
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  • Resident Assistant


  • Bachelor of Arts

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