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

Reliable customer service representative demonstrating high level of ownership and initiative. Quick and effective at decision-making and learning skills while maintaining excellent customer service. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

  • Financial Management
  • Communication
  • Interpersonal skills
  • Leadership
  • Time Management
  • Customer Service
  • Excel
  • Outlook
  • PowerPoint
  • Microsoft Word
  • Problem-solving
  • Management Skills
  • Coaching
08/2016 to Current Customer Contact Representative Ibm Corporation | Detroit, MI,
  • Respond to Veterans questions and concerns by researching, identifying and resolving issues pertaining to complex insurance and billing issues.
  • Provide information and handle issues regarding Veterans health care benefits, first and third party billing, debt collections, pre-registration record updates, eligibility requirements and process credit card payments.
  • Apply complex fact-finding, analytical and problem-solving methods and techniques to identify problems, set work priorities, and preparing cases.
  • Responsible for sending appropriate referrals and document case activity for action by facility or pharmacy for a wide range of topics. Provide appointment time guidance, directions and instructions to Veterans in relation to their appointments.
  • Maintain business line operational program goals and objectives within the organization. Update demographics and insurance information and process emergency and non-emergency transfers to other VA facilities.
  • Responsible for updating all pertinent information using the Pre-Registration Menu in VistA.
  • Utilize knowledge of Outlook, Teams to communicate as necessary.
09/2010 to 08/2016 Unit Manager Pactiv | Athens, GA,
  • Handled customer complaints about company operations, services and policies with knowledgeable and professional responses. Acted as the point of referral for any escalated accounts.
  • Provided employees a queue rotation, dialer schedule, and direction at the beginning of each shift. Worked with supervisors to ensure agent adherence to schedules.
  • Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
  • Utilized knowledge of the call center caller issues, business line operational program goals and objectives within the organization to push hourly, daily and monthly goals.
  • Monitored collector calls for coaching and technique to ensure FDCPA guidelines, client standards, and company policy was being adhered to.
  • Interacted with contact representatives to advise on opportunities to improve quality performance, clarified processes and procedures and other appropriate activities for improving the quality of services to internal and external customers.
  • Recommended improvements when identifying more effective methods of collecting debts and documented problems in narrative reports
  • Analyzed a full range of diverse program concerns, needs, and requirements to identify and recommended processes, products,and solutions to meet goals and objectives.
  • Mentored new members on scripts, strategies and company information to maximize performance.
  • Collaborated with the HR team to determine organizational needs and position requirements for potential employee candidates.
  • Interviewed potential participants to determine eligibility. Received and reviewed candidate resume and job application submissions to approve or deny applicants for initial interviews.
  • Monitored production of employees and clients with use of Microsoft office programs such as Word, Excel,PowerPoint and Outlook.
  • Assisted in open/close of business. All while I maintained 100% of a my required monthly goal.


  • Received and created telephone calls to patients and/or legal representatives with attempt to collect outstanding medical debt.
  • Created repayment plans based on account holders' financial status and repayment abilities.
  • Researched and resolved incorrect payments, EOB rejections, and other issues with outstanding accounts. Follow up on insurance and patient aging. Re-submit insurance claims as necessary.
  • Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
02/2005 to 05/2006 Customer Service Representative Ryder System | Smyrna, TN,
  • Responded to customers questions and concerns regarding internet, phone and cable service.
  • Maintained efficient knowledge of current billing systems to include; the ability to enter all work orders, billing, adjustments, updates to customer information, and account documentation.
  • Understanding of services including pricing, features, and benefits: Determining customer needs and matching service needs.
  • Recommended merchandise to customers based on needs and preferences.
  • Educated customers on special pricing opportunities and company offerings.
06/2003 to 12/2004 Customer Support Representative Doordash | Berwyn Heights, MD,
  • Responded to current and/or prospective customers regarding service connections, disconnections, emergencies service orders, marketing programs, billing questions and payment arrangements.
  • Received and processed transactions and requests based on designated level of authority.
  • Reviewed, analyzed and corrected errors on customer accounts to ensure accuracy using an online Customer Information System.
  • Researched potential discrepancies on customer accounts and took appropriate action to verify customer identify, address, and any delinquent Company account(s) as required.
  • Kept abreast of , and complied with applicable laws, regulations, policies, procedures and standards.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Education and Training
Expected in 05/1996 High school diploma | CONNALLY HIGH SCHOOL, Waco, TX, GPA:

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