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

Technologically-savvy Customer Service Agent with proven customer service, time management and multitasking abilities. Attentive to customer needs and able to break down technical problems to develop effective solutions.

Personable, friendly and solution-oriented Assistant Supervisor with over 12 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, teamwork, time management and sales. Dedicated to customer loyalty and satisfaction.

Cheerful and upbeat Team Leader with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving CRM issues.

Communicative team player accomplished in performing technical and non-technical services in the travel industry. Track record of assisting, researching and resolving all kinds of customer issues. Effective working within team environment with minimal or no supervision.

Diplomatic leader versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.

  • Inbound Customer Service
  • Troubleshooting
  • Information Updates
  • Customer Complaint Resolution
  • Customer Service
  • Problem Resolution
  • Customer relations
  • Clerical support
  • System implementation
  • Direct sales
  • Microsoft Office expertise
  • CRM
  • Account Management
  • CRM Software
  • File Management
03/2009 to 09/2020 Customer Service Agent Ait Worldwide Logistics | Folcroft, PA,
  • Responded to customer requests for unavailable products and suggested other suitable options.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Investigated and solved routine, complex and long-standing customer issues each day.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Documented conversations with customers to track requests, problems and solutions.
  • Consulted with customers regarding [Product or Service] needs, addressing [Type] concerns.
  • Processed customer account changes, using [Software].
  • Resolved common and complex issues by determining need of customer and immediately offering favorable solutions, increasing customer satisfaction scores from [Number]% to [Number]%.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Shared detailed information regarding [Product or Service] options to help customers make decisions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Implemented services to assist company in maintaining exceptional client service ratings on external audits.
  • Completed order transactions and generated travel documentation and detailed itineraries.
  • Entered information in [Software] system to maintain updated details related to customer ticket orders, reservations and payment method.
  • Exceeded [Timeframe] service goals while leveraging customer service, sales and employee management best practices.
  • Handled escalated customer service concerns from [Job title]s and [Job title]s to preserve revenue streams from key customers.
  • Used electronic documentation, reference tools and automated training to drive customer service ratings [Number]%
  • Updated [Type] system with order specifics and customer details, preferences and billing information.
01/2004 to 10/2007 Administrative Assistant Dynamic Workforce Solutions | Woodward, OK,
  • Liaised between internal and external stakeholders to provide updated project status and performance reports.
  • Directed customer communication to appropriate department personnel and offered information to resolve inquiries, boosting customer satisfaction.
  • Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.
  • Collected, calculated and reported on expenditure and statistical data to inform senior management.
  • Conducted market surveys and industry studies to identify need and demand for new clientele.
  • Tracked and submitted employee timesheets to accounting department for payroll processing.
  • Liaised with senior and executive administrative assistants to handle requests and queries from senior managers.
  • Increased accuracy by verifying data while processing incoming and outgoing checks and wire transfers.
  • Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
  • Greeted visitors or callers daily to handle inquiries or direct to appropriate persons.
  • Monitored attendance records by taking note of staff vacation time, sick days and personal days.
  • Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
  • Coordinated large-scale events and department activities by acquiring venues, developing guest lists and organizing catering services.
  • Arranged travel and hotel accommodations for international and domestic business meetings and trips.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.
  • Conducted research using various media sources to obtain relevant data for staff requirements.
  • Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports.
  • Maintained inventory in administrative building supply closet to prevent shortages of supplies.
  • Prepared packages for shipment by generating invoices and setting up courier deliveries.
  • Organized and maintained filing and document management systems by coordinating, archiving and purging files.
  • Reviewed and suggested improvements for diverse range of documentation, including interoffice correspondence, reports and presentations.
  • Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
02/1999 to 12/2004 Marketing Assistant International Bancshares Corp | Mission, TX,
  • Managed complete database of all files, contacts and project materials.
  • Assisted coordination of meeting logistics, organizing materials and taking notes to track discussions and new implementation plans.
  • Compiled comprehensive lists describing product and service offerings.
  • Completed efficient onboarding of new customers, including creating profiles, defining lists and uploading data.
  • Maintained schedules, tracked expenses and managed communication between project stakeholders.
  • Coordinated with vendors to complete projects according to schedule and specifications.
  • Wrote professional business correspondence, set up spreadsheets and created presentations.
  • Developed and maintained strong client relationships to facilitate smooth discussions and timely strategy updates.
  • Trained with successful business development personnel to optimize marketing performance and learn industry.
  • Conferred with advertising managers to develop and implement marketing plans.
  • Tracked assignments, in-progress and completed work for all departmental projects.
  • Developed job proposals and extensive project scopes in response to requests for proposals.
  • Coordinated workflow between team members by organizing documentation, communications and collateral.
  • Developed scripted ad content to enhance client marketing strategies.
  • Managed customer digital marketing strategies to meet client goals and objectives.
  • Sought out new vendors for services such as video production as well as materials to complete marketing objectives.
  • Helped develop event strategies and plans to drive successful completion of each marketing project and achieve key targets.
  • Set up meetings between project members and clients to develop ideas, discuss progress and set goals.
  • Recommended product changes to enhance customer interest and maximize sales.
  • Developed and oversaw internal and external events.
  • Collaborated with [Job title] to forecast optimal strategy based on sales and product profitability.
  • Strategized approaches to meet objectives and capitalize on emerging opportunities.
Education and Training
Expected in 12/2018 MBA | Business Administration American InterContinental University, Schaumburg, IL GPA:
Expected in 07/2010 Bachelor of Science | Business Administration And Management Kaplan University, Davenport, IA GPA:
Expected in 06/2002 Associate of Science | Business Management Borough of Manhattan Community College of The City University of New York, New York, NY GPA:

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School Attended

  • American InterContinental University
  • Kaplan University
  • Borough of Manhattan Community College of The City University of New York

Job Titles Held:

  • Customer Service Agent
  • Administrative Assistant
  • Marketing Assistant


  • MBA
  • Bachelor of Science
  • Associate of Science

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