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

Results-oriented Customer Service Lead with diverse background in management and help desk technical trouble shooting. Dedicated to developing and promoting a world class experience in the most notable way. I strive to make every customers experience better than they thought possible by utmost professionalism and creative problem solving along with a kind and cheerful demeanor.

  • Meticulous attention to detail
  • Excellent research skills
  • Focused on customer satisfaction
  • Team leadership
  • Self-motivated
  • Training and development
  • Attention to detail
  • Interpersonal skills
  • Email
  • Help desk
  • Inventory
  • SAP
  • Salesforce
  • Phone
  • Information gathering and analysis
  • Excellent work ethic
  • Teamwork
  • Excellent listening skills
  • Excellent Written Communication
  • MS Office
  • Organization and Time management
Work History
01/2016 to Current
Consumer Affairs Lead Jason's Deli Richmond, VA,
  • Responsible for monitoring and advising on customer service escalation cases.
  • Responsible for monitoring and following up on issues coming through social media including, Facebook,Twitter, Instagram and Houzz platforms.
  • Responsible for processing customer surveys, including delivering and following up with agents within a period of 24 hours.
  • Responsible for putting together a presentation on surveys viewed by coworkers and supervisors in weekly meetings
  • Responsible for developing process in SAP reports, writing job instructions and training on the process.
  • Prepared or edited publications such as employee newsletters or for internal audiences.
  • Lead with team of 3 employees, involved in Customer escalations training, of 25 employees.
09/2012 to 01/2016
Technical Support help desk IBM City, STATE,
  • Part of a virtual team of 3 which maintained, performed daily troubleshooting and scheduled service on customer's equipment. Kept updated spreadsheet that was shared in daily meetings.
  • Implemented a training program to regulate soft skills among employees nationwide.
  • Involved in training other agents.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across all time zones.
  • Submitted service tickets for equipment maintenance requests.
  • Performed secure admin duties. Including changing passwords and remote access into the user's computer.
02/2010 to 07/2012
Assistant Manager Starbucks City, STATE,
  • Conducted daily pre-shift and attended weekly departmental meetings to ensure organizational efficiency.
  • Responsible for making sure indoor and outdoor areas were clean and maintained at all times.
  • Responsible for proper training of employees.
  • Optimized profits by controlling food, beverage and labor costs on daily basis.
  • Increased sales revenues by 300% over 3 months by promoting complementary products and educating customers about store promotions.
  • Completed weekly inventory counts to verify stock levels, address discrepancies and forecast future needs.
  • Monitored security and handled incidents calmly.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Expected in
Associate of Arts: Sociology
Front Range Community College - Boulder, CO,
Expected in
Certificate : Dental Assistant
Pima Medical Institute - Denver, CO,
Expected in
Certificate : Leadership
Dale Carnegie Skills For Success - Denver, CO,

Received the Breakthrough award

  • Project Team: Initiated a Think Forum Project at IBM which resulted in delivering soft skills training to employees nationally.

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Resume Overview

School Attended

  • Front Range Community College
  • Pima Medical Institute
  • Dale Carnegie Skills For Success

Job Titles Held:

  • Consumer Affairs Lead
  • Technical Support help desk
  • Assistant Manager


  • Associate of Arts
  • Certificate
  • Certificate

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