Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary
Experienced Manager with over 15 years of experience in inbound, outbound, and retail sales, technical support, telephone and email customer care.
  • Skilled in call center operations
  • Multi-line phone operation proficiency
  • Exceptional workflow management
  • Adheres to customer service procedures
  • Strong problem solving aptitude
  • Avaya Software knowledge
  • Creative problem solving
  • Planning/coordinating
  • Leadership abilities
  • Self-starter
  • Retail sales
  • Exceptional customer service
Work History
08/2006 to Current Customer Service Escalation Manager Nordstrom Inc. | Ann Arbor, ,
  • Solved unresolved customer issues.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Trained staff on operating procedures and company services.
  • Maintained up-to-date knowledge of product and service changes.
  • Addressed and resolved customer product complaints with empathy and professionalism.
  • Gathered and verified all required customer information for tracking purposes.
  • Accurately documented, researched and resolved customer service issues.
  • Identified chronic customer issues by maintaining customer complaint log.
  • Prepared reports and communication for senior management and clients.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.

08/2015 to 08/2016 Service Experience Accenture | Orlando, ,
  • Improved customer service by projecting friendly and knowledgeable attitude. 
  • Completed store opening and closing procedures.
  • Greeted customers promptly.
  • Answered customer questions regarding store merchandise, department information and pricing.
  • Directed customers to correct store locations.
  • Accepted and processed customer returns.
  • Monitored security areas during busy periods.

07/2001 to 08/2006 Contact Center Supervisor Aegis Communications, Inc. | City, ,
  • Initiated operations improvements to improve overall call center productivity.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Managed call center from initial start-up of projects to full operational status.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Expected in 2003 Bachelor of Science | Management and General Business Fairmont State University, Fairmont WV, GPA:
Expected in Current Associate of Science | Information Systems Technology/Network Administration Northern Virginia Community College, Sterling Va, GPA:

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Resume Overview

School Attended

  • Fairmont State University
  • Northern Virginia Community College

Job Titles Held:

  • Customer Service Escalation Manager
  • Service Experience
  • Contact Center Supervisor


  • Bachelor of Science
  • Associate of Science

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