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

Engaging and hardworking MBA Graduate with ability to monitor work quality, manage key milestones and deliver exemplary customer service seeking Customer Research Project Manager position.

  • Analytical Skills
  • Able to manage multiple research projects with tight deadlines.
  • Skilled in multiple regression and discriminant analysis
  • Excellent at creation and delivery of visaul data
  • Customer research
  • Customer focused-service
  • Coordinating team projects
  • Software research and development
  • Proficient in SAS
Work History
Customer Service Advocate, 11/2018 to Current
Bmw GroupMinooka, IL,
  • Manage accounts and orders by checking for stock availability and delivery time lines. Work with other departments to resolve order issues and delays
  • Act as a subject-matter expert in communication between customers and management, provide feedback to marketing team to help realign strategy to match customers needs.
  • Cultivate key business relationships and consistently deliver on commitments and value by providing positive and professional experience resulting in 90% customer satisfaction
  • Cultivate cross-functional synergies with Sales, Purchasing and Credit teams to increased sales by 25% through proactive approaches and negotiation techniques in targeted new markets
OPERATIONS SUPERVISOR, 07/2013 to 11/2018
Live Nation Entertainment IncDetroit, MI,
  • Supervised team of associates and senior associates (coached, monitored, verified data , conducted evaluations within departmental guidelines and established timeframes.
  • Maximized team productivity by managing deadlines and adjusting workflows as needed resulting in 95% customer satisfaction rate
  • Ensured contract obligations were met and service levels are consistently achieved.
    - Tracked results of all assessments and facilitated remediation plans to strengthen and improve governance, risk and compliance principles used company-wide.
    - Responsible for proactive program performance analysis development. This included gathering information for program business reviews including statistical trends of current program performance as well as recommendations for future improvements/enhancements to program.
    - Managed client and internal relationship building to ensure revenue growth and account retention goals were consistently met.
    - Responsible for coordinating client visits/meetings to ensure established goals are obtained.
    - Managed program compliance/PCI standards and facilitated quarterly site audits.
    - Consistently monitored outside sources for market/industry trends
    - Led and managed client-driven projects and enhancements from conception to production
  • Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
  • Coordinated presentations for management and clients detailing project scope, progress and results, keeping all entities well-informed of milestones and goals.
  • Identified escalations that needed immediate attention and recommended appropriate solutions.
  • Participated in efforts to continuously improve research tools, methodologies, vendor strategies and other solutions that support a best-in-class enterprise research and insights capability.
KEY ACCOUNT MANAGER, 07/2011 to 07/2013
HoneywellPrairie Village, KS,
  • Managed multiple research projects new software products, and markets as required including: Select the appropriate research methodology and supporting techniques Identify and manage research partners.
  • Designed qualitative and quantitative research plans, including research of customers markets, industry trends and competition activities - grew revenue 18% through customer education and product offerings.
  • Planned marketing initiatives and leveraged referral network to promote business development.
  • Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency.
  • Designed and directed all human resource functions for new products including recruitment, hiring, training, and on-boarding
  • Defined appropriate metrics and measurements to drive results - set and cascaded targets to sales team resulting in meeting sales goal
  • Boosted customer satisfaction by providing teams with training and skills to optimize service delivery in alignment with individual needs
Business Manager, 11/2010 to 07/2013
Hackensack University Medical CenterForked River, NJ,
  • Directed day-to-day operations of multiple locations focused on attainment of metrics and continuous improvement initiatives - assessed individual and team performances, analyzing data trends to determine best methods to improve sales
  • Collaborated with senior management to Identify market product demands and customer trends to bring in new customers and retain existing ones for sustainable profits
  • Managed and led marketing campaign strategies, which contributed to a 51% percent lift in customer retention
  • Responsible for coordinating and managing client quarterly assessments across all sites, as well as ensuring corporate policies aligned with client contract requirements.
  • Conducted activity-based analysis of business processes and made recommendations based on findings
MBA: Business Administration, Expected in 09/2019
Franklin University - Columbus, OH
Bachelor of Arts: Accounting And Business/Management, Expected in 08/2011
Bluffton University - Bluffton, OH,
  • Minored in Computer Science

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School Attended

  • Franklin University
  • Bluffton University

Job Titles Held:

  • Customer Service Advocate
  • Business Manager


  • MBA
  • Bachelor of Arts

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