Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Resourceful and client-focused Customer Service Manager with over 13 years of experience leading teams in exceeding goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of delivery while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills. 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. Motivated Manager focused on streamlining service procedures and maximizing team efficiency. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates effective judgment in balancing customer, employee and company objectives. Seasoned Customer Support Manager bringing 14 years in delivery management and support. Skilled people motivator with proven leadership abilities to go extra mile. Documented history leading teams to achieve results by exercising independent judgment and accomplishing goals in high pressure scenarios. Results-oriented Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Smart Delivery manager dedicated to providing exemplary customer service and engagement. Honest and punctual professional with and talents.

  • Conflict resolution techniques
  • Client relations and retention
  • Talent development
  • Quality assurance controls
  • Team management
  • Great Organizational skills
Work History
Customer Service Manager, 12/1988 - 03/2022
Lgi Homes Richmond, VA,
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement
  • Developed open and professional relationships with team members, enabling better, more effective customer service
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery
  • Limited customer inquiry delays by efficiently scheduling staff across 2 shifts
  • Interviewed, hired and trained new quality-focused customer service representatives and Letter Carriers
  • Answered customer requests with friendly, knowledgeable service and support
  • Helped customers work within established systems to achieve desired results and maintain company loyalty
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction
  • Initiated development and implementation of customer service management training process
  • Created training manuals targeted at resolving simple and difficult customer issues
  • Reduced amount of employee overtime 5% by effectively delegating tasks.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Assistant Secretary, 05/2006 - 07/2007
Waukegan Public School District 60 Waukegan, IL,
  • Set travel arrangements and gathered documents for management and executive staff meetings and trips
  • Received and routed incoming calls and correspondence to promote timely communication
  • Maintained office safety by screening visitors, updating logs and issuing temporary passes
  • Set up and maintained physical and electronic filing systems
  • Sorted and distributed business correspondence to correct department or staff member, reducing dropped communications and enabling faster responses to key requests
  • Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports
  • Planned and executed corporate meetings, lunches and special events for groups of 50+ employees.
Customer Relations Representative, 10/2004 - 05/2006
Avangrid Inc. Rochester, NY,
  • Consulted with customers to determine best methods to resolve service issues
  • Informed customers about procedures, processes and provided delivery options setup assistance
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge
  • Liaised between customers and carriers to expedite delivery and meet customer demands
  • Escalated customer concerns to supervisors
  • Evaluated benefits for each caller to determine service needs and address concerns
  • Upheld privacy and security requirements established by The Postal Service regulatory agencies
  • Expressed appreciation for patronage, inviting and encouraging customer return visits
  • Answered inbound calls and directed to designated individuals or departments
  • Executed outbound calls to existing customers, resulting in 30% increase in Customer Satisfaction
  • Maintained satisfaction rating with customers by providing exceptional service and support.
Bloomsburg University of Pennsylvania - Bloomsburg, PA
HIGH SCHOOL DIPLOMA: , Expected in 06/1982
West Philadelphia High School - Philadelphia, PA
Additional Information
  • ACTIVITIES AND HONORS , Awarded for achievements on achieving quarterly goals. Awarded for quality customer Service achievements

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School Attended

  • Bloomsburg University of Pennsylvania
  • West Philadelphia High School

Job Titles Held:

  • Customer Service Manager
  • Assistant Secretary
  • Customer Relations Representative



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