Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Polite and professional SDS Agent/AIX Agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer and coworkers relationships.

  • Documentation and reporting
  • Conflict resolution
  • Exemplary work ethic
  • Empathetic and genuine
  • Microsoft Office Suite proficiency
  • Customer Relations
  • Outstanding communication skills
  • Professional telephone demeanor
  • Computer proficient
  • Staff education and training (In the past.)
  • Complaint resolution
  • Training development aptitude(In the past.)
  • Data Entry
  • Customer Service
  • Conflict Management
  • Organizational Skills
  • Building Effective Relationships
  • Quality Assurance
  • Creativity
Work History
06/2016 to Current Customer Service Agent Verizon | Santa Rosa, CA,
  • Worked with property managers and customers to understand their needs and provide exceptional service.
  • Increased customer satisfaction by resolving driver delivery issues.
  • Developed team communications and information after team meetings and entered Gemba's on issues that the team may have been having at that time.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Assessed and offered solutions to improve procedures and customer experiences.
  • Attracted potential customers by answering questions and suggesting information about other products and services within
  • Described and explained details about over products options to inform customers and guide purchasing decisions. Example: If the product sold by a 3rd party? If so, what the return policy may be for that product.
  • Answered average of productive calls, emails and chats per day, addressing property managers and customer customer issues with products or services, investigated causes, and initiated resolutions.
  • Directed customers to appropriate departments for additional support.
  • Collaborated with shipping station staff to facilitate smooth deliveries for the customer.
  • Requested escalation for unresolved issues.
  • Verified accuracy of customer account information and updated when necessary.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
12/2005 to 11/2010 Owner/Operator Lineage Logistics | Iowa City, IA,
  • Provided assistance to clients by handling household cleaning duties, managing schedules and transporting to and from medical appointments.
  • Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
  • Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
  • Followed nutritional plans to prepare optimal meals, including purchasing ingredients from local shops.
  • Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
  • Administered medication as directed by physician.
  • Acted as resource for field staff, referral sources, physicians, patients and families for clinical issues and concerns.
  • Reviewed and audited relevant reports and processes to support quality while identifying and addressing staff training needs.
  • Applied objective data for internal and field employee performance evaluations.
  • Kept close eye on behavior and emotional responses of clients, consulting with service providers to address concerns and protect each person from any harm.
  • Guided staff in documentation processes required for clinical outcomes.
  • Assisted disabled clients in any way necessary to facilitate independence and well-being.
  • Increased medication knowledge and medical terminology prowess through consistent research and continuing education.
  • Monitored progress and documented any patient health status changes, keeping healthcare team updated.
  • Managed operations and staffing to meet key performance indicators for patient and customer satisfaction and quality care.
10/2001 to 06/2005 Medication Technician Freedom Senior Management | Sarasota, FL,
  • Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
  • Obtained biological specimens for ordered tests and prepared for laboratory transport.
  • Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
  • Turned and repositioned patients to prevent bedsores.
  • Reviewed patient progress to document effects of any prescribed medication.
  • Explained treatment procedures, medications and diets to inform patient and patient's family of care and progress.
  • Administered psychotropic medications and anxiety education to patients to provide mental health care.
  • Unpacked, sorted, counted and labeled all incoming medications to keep optimum inventory levels.
  • Interacted with patients and monitored vital signs during time of admission to report details to registered nurse.
  • Reviewed charts and flagged incomplete or inaccurate information.
  • Kept accurate log of all requests for medical information and records.
  • Interacted and communicated easily with department personnel and public.
Expected in | Medication Aide WCTC, Waukesha, WI, GPA:
  • Professional development completed in Alexican Village of Milwaukee.
Expected in | Health Administration Ashford University, San Diego, CA GPA:
  • Majored in Business.
Expected in Bachelor of Science | Health Administration Southern New Hampshire University, Hooksett, NH, GPA:
  • Continuing education in Business.
  • Certified Nurse Assistant (CNA)
  • Medication Technician

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School Attended

  • WCTC
  • Ashford University
  • Southern New Hampshire University

Job Titles Held:

  • Customer Service Agent
  • Owner/Operator
  • Medication Technician


  • Some College (No Degree)
  • Some College (No Degree)
  • Bachelor of Science

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