Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Energetic professional with great poise. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.


Successfully managed an internal contact center supporting over 280,000 associates in regards to questions regarding payroll and benefits.

  • Supervised and mentored team of 42 staff members.
  • Staff Management
  • Multitasking abilities
  • Training & Development
  • Flexible & Adaptable
  • Payroll/Benefits
  • Microsoft office
  • PeopleSoft
  • Service Now
  • EGain
  • Workbrain
  • Cisco
  • Finesse
Work History
Customer Service Contact Center Manager, 07/1997 to Current
Dominion PayrollColumbia, SC,
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Set and managed schedules to give proper coverage to required areas and meet customer service demands.
  • Conducted scheduled and impromptu evaluations to assess work performance.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Trained new employees in specific job requirements.
  • Facilitated change management activities for department and staff of 42 individuals.
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
  • Hired, trained and mentored staff to maximize effectiveness.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
  • Reduced workflow inconsistencies by recruiting and hiring capable staff members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Proficient manager delivering encouragement and feedback to help employees be successful.
Auto Worker, 01/1992 to 01/1996
Dynamic Workforce SolutionsArdmore, OK,
  • Identified safety issues and addressed with shift supervisor.
  • Followed detailed assembly instructions, processes and procedures.
  • Executed entire assembly process by accurately interpreting set-up sheets, work orders, drawings or blueprints.
  • Kept work areas clean by removing trash and debris and organizing all tools in preparation for next shift.
  • Inspected and tested components, assemblies and power tools for proper functionality.
Payroll Administrative Assistant, 03/1986 to 09/1987
Gerbers Garden CenterCity, STATE,
  • Calculated payroll /taxes and deductions manually and processed payroll to meet business requirements for team of 20.
Administrative Assistant, 03/1983 to 07/1985
Video ConceptsCity, STATE,
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
  • Coordinated travel arrangements, including booking airfare, hotel and ground transportation.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Produced highly accurate internal and external letters and memoranda.
  • Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
No Degree: Business, Expected in
Maricopa Community Colleges - Glendale Community College - Glendale, AZ
No Degree: Business, Expected in
Lorain County Community College - Elyria, OH
High School Diploma: , Expected in 05/1982
Thunderbird High School - Phoenix, AZ

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Resume Overview

School Attended

  • Maricopa Community Colleges - Glendale Community College
  • Lorain County Community College
  • Thunderbird High School

Job Titles Held:

  • Customer Service Contact Center Manager
  • Auto Worker
  • Payroll Administrative Assistant
  • Administrative Assistant


  • No Degree
  • No Degree
  • High School Diploma

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