Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary
Customer Service Team Leader with 3 years leadership experience in a call center. Leading through inspiration and motivation while incorporating the Skybridge Americas Core Values into a daily platform.
  • Strong client relations
  • Skilled in call center operations
  • Customer service award
  • Adheres to customer service procedures
  • Proactive Team Leader
  • Top individual results in Engagement Survey.
  • Top Team KPI's
  • Familiarity with Key Performance Indicators (KPI's)
  • Excels in client relations
Work History
Customer Service Coach , 09/2013 to Current
Truist Financial CorporationFerrum, ,
  • Coaching a staff of 18-22 direct reports through inspiration and motivation, while maintaining expectations set by company and client both.
  • Manage policy and procedure for a fast changing offline team specializing in social media and legality of sweepstakes
  • Maintaining close client relationship and contact on a daily basis. Compiling weekly reporting on trends and issues within the social media spectrum of the account.
  • Performing Quality Analysis on each level of customer service to ensure the premier level of service guaranteed by contractual agreement is met at the specific client designated standard.
  • Mastery of customer service management systems and databases.
  • Prepared reports and communication for senior management and clients.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Met or exceeded all areas of KPI's and quality standards every review period.
  • Maintained daily employee records and track individual KPI'sfor each direct report, along with timely performance reviews for each such report.

Call Escalation Specialist, VIP Task Management, 04/2013 to 08/2013
Swift RefrigeratedDenver, ,
  • Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Prepared reports and communication for senior management and clients. Maintained hourly contact with client, delivering up to the minutes statistics on service levels and customer complaints.
  • Maintained timely follow up directly with customers to ensure resolution remained satisfactory.

Brand Agent, 03/2011 to 04/2013
Skybridge AmericasCity, ,
  • Answered a constant flow of customer calls in a timely manner delivering premier customer service.
  • Connected directly with Depot Managers working in unison with them on customer issues.
  • Processed offline correspondence and complaint files.
  • Data entry for outside Contracted Newspapers tied to the main client.


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    • Call Escalation Specialist, VIP Task Management
    • Brand Agent


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