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

Boost customer service team productivity while maximizing customer satisfaction with strategic call management and process improvement strategies. Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement.

  • Conflict resolution techniques
  • Client relations and retention
  • Talent development
  • Expertise in sales
  • Training and coaching
  • Project management
  • Workforce Management
  • Customer Service
  • Schedule coordination
  • Meticulous attention to detail
  • Team management
  • Quality assurance controls
  • Skilled multi-tasker
  • Product Knowledge
  • Deadline-oriented
  • Training programs
Customer Service Manager, 06/2016 to Current
Westrock CompanyCincinnati, OH,
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Developed new sales scripts and strategies to expand profit opportunities.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
Delta Crawfish, 01/2013 to 06/2016
Devalin DukeCity, STATE,
  • Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
  • Instructed new team members on correct procedures for all areas of operations.
  • Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.
  • Collaborated with trainees to bolster understanding of project management, safety and inventory waste to meet pre-established business thresholds for operation.
  • Documented needs for performance improvement, safety and customer service to optimize operations.
  • Estimated potential worker issues to produce detailed resource documentation.
  • Lent hands-on training services to maximize employee efficiency.
  • Stayed up to date on requirements of all team positions to optimize training.
  • Developed skill-specific training programs to promote employee development.
  • Leveraged simulations, team exercises and group discussions to increase training program engagement.
Dairy Queen, 07/2007 to 12/2012
Dairy QueenCity, STATE,
  • Drove team success by completing assigned task quickly and accurately.
  • Identified unacceptable work or materials and independently corrected problems to keep operations on-target.
  • Kept activities moving smoothly by coordinating schedules and personnel.
  • Assisted management with monthly inventory control and weekly stock ordering.
  • Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
  • Upheld high standards of productivity and quality in all areas of operations.
  • Remained mindful of workplace safety according to predetermined specifications.
  • Observed safety precautions and practices when using heavy machinery and equipment.
  • Accepted transaction payments, making change for cash payments and processing credit cards, debit cards and gift cards.
  • Monitored and counted food stock and supplies to reorder on time.
  • Restocked workstation with supplies and communicated out of stock items to management.
  • Processed credit card payments and gave counter slips to customers for signatures.
  • Mastered point-of-service (POS) computer system for automated order taking.
  • Completed opening, closing and shift change tasks to promote store efficiency.
  • Maximized customer satisfaction by quickly addressing and resolving complaints with food or service.
  • Organized food items on serving trays and in carry-out packages.
  • Built brand loyalty and accomplished customer satisfaction by working well with other food service team members.
  • Accurately made change for cash transactions.
  • Kept customer and food preparation areas clean and well-organized for maximum efficiency.
  • Verified orders and bagged items for easy transport.
  • Entered requested menu items into POS terminal, modifying with substitutions and add-ons to customize orders.
  • Stored food in designated areas following wrapping, dating, food safety and rotation procedures.
  • Washed, peeled, cut and measured recipe ingredients.
  • Complied with company service standards, including inventory and cash control procedures.
  • Resolved customer concerns and relayed relevant information to supervisor.
  • Utilized approved food recipes and production standards to monitor quality, serving temperatures and standard portion control.
Education and Training
High School Diploma: , Expected in 05/2007
Doniphan High School - Doniphan, MO
: Respiratory Therapy/ Associates , Expected in
Black River Technical College - Pocahontas, AR

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Resume Overview

School Attended

  • Doniphan High School
  • Black River Technical College

Job Titles Held:

  • Customer Service Manager
  • Delta Crawfish
  • Dairy Queen


  • High School Diploma
  • Some College (No Degree)

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