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

Highly-qualified Senior Operations Specialist successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hard working leader with history of streamlining operations and increasing productivity. Decisive leader and strategic problem solver with excellent communication and planning abilities.

  • Experience in leadership roles
  • Analytical skills
  • Communication
  • Team building
  • Customer service
  • Computer skills
  • Critical thinking
  • Collaboration
  • Organizational skills
  • Multitasking
  • Active listening
  • Organization
11/2020 to Current Senior Operations Specialist/Trainer Marriott Vacations Worldwide | Breckenridge, CO,
  • Mentored collection team on successful tactics to increase workflow and productivity.
  • Identified high priority situations and took appropriate escalation actions to resolve issues.
  • Produced weekly and monthly performance measurement reporting for collection teams.
  • Received and submitted payments and applied amounts to customer balances.
  • Monitored overdue accounts using computers and automated systems.
  • Notified customers of delinquent accounts by mail and telephone to obtain payment.
  • Identified problem collection accounts to eliminate bad debt.
  • Performed research and due diligence to resolve issues.
  • Documented customer status and collection efforts in electronic tracking system.
  • Fulfilled client requests in accordance with established processes and procedures, providing necessary updates and resolution.
08/2019 to 08/2020 Collections Representative Prometric | Mountlake Terrace, WA,
  • Reasoned with customers and attempted to negotiate full balance payments.
  • Handled irate customers smoothly to achieve performance targets.
  • Used effective questioning techniques to clarify why debtors were delinquent.
  • Advised debtors on payment options and set up payment plans.
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
01/2018 to 08/2019 Call Center Customer Service Representative Long Island Fqhc | Oceanside, NY,
  • Answered calls in pleasant, calm voice and asked appropriate questions to direct callers to proper individuals.
  • Connected incoming calls quickly using multi-line telephone system to keep hold times under 30 seconds.
  • Called clients to leave voicemail reminders of appointment date and time.
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Handled incoming calls with friendly and cheerful attitude for organization using phone-line system.
02/2016 to 11/2017 Call Center Representative Renewal By Anderson | City, STATE,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maintained strong call control and quickly worked through scripts to address problems.
06/2015 to 01/2016 Receptionist/Business Consultant Autumn Care Of Mechanicsville | City, STATE,
  • Scheduled and confirmed appointments.
  • Answered and directed incoming calls using multi-line telephone system.
  • Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
  • Maintained daily calendars, set appointments with clients and planned daily office events.
  • Processed payments and updated accounts to reflect balance changes.
Education and Training
Expected in | Virginia Union University, Richmond VA, GPA:
Expected in 07/2015 High School Diploma | Manchester High School, Chesterfield, GPA:

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Resume Overview

School Attended

  • Virginia Union University
  • Manchester High School

Job Titles Held:

  • Senior Operations Specialist/Trainer
  • Collections Representative
  • Call Center Customer Service Representative
  • Call Center Representative
  • Receptionist/Business Consultant


  • Some College (No Degree)
  • High School Diploma

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