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

Personable and dedicated Customer Service Representative with extensive experience in banking industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

My overall objective will be furthering my education and work in a entry level position. I look forward to working as a leadership roll in my work place.

  • Banking
  • Billing
  • Clerical
  • Copying
  • Customer service
  • Database
  • Email
  • Fax
  • Forms
  • Excel
  • Money
  • Windows
  • Word
  • Problem resolution
  • Recording
  • Scanning
  • Telephone
  • Phone
  • Troubleshooting
  • Website
  • Training & Development
  • Verbal and written communication
  • Leadership
  • Active listening
08/2019 to 05/2021 Credit Card Disputes Danaher | Portland, OR,
  • Handled inbound calls for credit card disputes.
  • Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
  • Performed general accounting handling functions such as closing accounts and placing accounts on hold.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Performed research and due diligence to resolve issues in timely manner.
  • Reviewed credit records to evaluate customer histories.
  • Completed investigations of customer accounts and payment histories.
  • Established clear methods for determining proper process with each customer type.
12/2016 to 07/2019 Customer Service Rep Danaher | Ashland, VA,
  • Inbound Calls Ÿ Performs customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers.
  • Delivers CARES model to customers and service partners.
  • Receives, investigates and responds to customer inquiries regarding products, services and banking issues Ÿ troubleshooting for online banking issue with pnc website or mobile application via mobile phone Ÿ Handle issue's for customer complaints Ÿ File Disputes.
  • Trained 20+ new employees each new hire onboarding class in procedures and policies in order to maximize team performance.
  • Performed side by side call monitoring and coaching opportunities to new hires.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Reviewed account and service histories to identify trends and issues.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
09/2014 to 11/2016 Retail Customer Service Rep JCPenney | City, STATE,
  • Inbound and Outbound Calls Ÿ Checking Order Status Ÿ Make returns and adjustments in our database system Ÿ Email responses to customer in a timely manner Ÿ Place incoming orders into our ordering system Ÿ Track lost orders.
04/2012 to 10/2013 Customer Service Rep Funai Corporation Services | City, STATE,
  • Checked to ensure that appropriate changes were made to resolve customers' problems.
  • Executed daily operations of inbound calls.
  • Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Resolved customers' service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting payment statements.
  • Ordered testing supplies, which determined the cause of product malfunctions.
  • Compare disputed merchandise with original requisitions and information from invoices, and prepared invoices for returned goods.
  • Handled calls completely and successfully with serious billing crisis.
  • Determine charges for services requested, collected deposits and payments, and arranged for billing.
  • Completed contract forms, prepared change of address records, and issued service discontinuance orders, using computers.
  • Conferred with customers by telephone and in person in order to provide information about products and services, to take orders and cancel accounts, and to obtain details of complaints.
Education and Training
Expected in 2011 High School diploma | Marion Franklin High School, Columbus, Ohio GPA:
Additional Information
  • Proficient in a variety of software programs, such as: word, Microsoft, windows, excel and database programs. I also have experience in general communication; email, fax, scanning, clerical, copying and direct customer service. Assisted New Hirees and mentored them on products and services.

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School Attended

  • Marion Franklin High School

Job Titles Held:

  • Credit Card Disputes
  • Customer Service Rep
  • Retail Customer Service Rep
  • Customer Service Rep


  • High School diploma

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