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

Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. Motivated professional Adept at building productive relationships, resolving complex issues and winning customer loyalty. Bringing a 20-year background maintaining customer satisfaction and contributing to company success. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Enthusiastic project manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in laboratory industry.

  • Inter-department collaboration
  • Team Leadership
  • Exceptional interpersonal communication
  • Staff education and training
  • Microsoft Outlook, Word and Excel
  • Technical Support
  • Customer-focused
  • Research and due diligence
  • Adherence to high customer service standards
  • Customer Relations
  • Complaint resolution
Work History
Customer Service Manager, 08/2016 to Current
Goodwill Of Southern NevadaLas Vegas, NV,
  • Exceeded team goals and collaborated with staff members

    to implement customer service initiatives.
  • Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
  • Devised and published metrics to measure organization's success in delivering world class customer service.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing [Timeframe] sales targets.
  • Assisted customers with navigating internal [Type] and [Type] systems to obtain [Result].
  • Drove [Number]% increase in customer traffic and [Number]% increase in [Type] sales.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in [Number]% decrease in cancellations.
  • Developed documentation and logs of implemented solutions and generated and submitted [Timeframe] reports.
  • Assisted organization with transitioning from paper invoicing to [Software] and point-of-sale systems, which resulted in overall efficiency.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
  • Created customer support strategy for team of [Number] to increase [Type] customer retention by [Number]%.
  • Capitalized on $[Amount] in customer up-sell opportunities resulting in [Number]% increased revenues.
  • Worked with marketing department to launch and manage promotional activities and campaigns.
  • Spearheaded customer satisfaction survey and analyzed results to make action plans.
  • Created and maintained detailed database to develop promotional sales.
  • Provided ongoing guest service, including [Product or Service] advice.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for [Type] business.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Scored in top [Number]% of employees for successful [Action].
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Performed data entry with [Software] to record call notes, suggestions and questions.
  • Handled high-volume paperwork and collaborated with [Type] department to resolve invoicing and shipping problems.
  • Handled [Type] customers in demanding [Type] setting in coordination with solid team of [Number] customer service associates.
  • Implemented and developed customer service training processes.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Operated POS system to itemize and complete average of [Number] customer purchases.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Managed timely and effective replacement of damaged or missing products.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Contributed to annual store sales of $[Amount] per [Timeframe].
  • Trained new personnel regarding company operations, policies and services.
  • Assessed caller accounts to determine [Type] benefits, identify service needs and resolve issues.
  • Investigated and resolved accounting, service and delivery concerns.
  • Welcomed, greeted and assisted guests in high-traffic store, generating $[Amount] of dollars in [Timeframe] business.
  • Effectively communicated with customers about account changes, new [Type] products or services and potential [Type] upgrades.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Exceeded team goals and collaborated with staff members

    to implement customer service initiatives.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Managed department call volume of [Number] calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Broadened strategic business plans to promote growth and sales goals while managing [Number] [Job Title]s and building long-lasting customer relationships.
  • Collaborated with [Job title] to improve customer service processes and support structures company-wide.
  • Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals [Number]%.
  • Consistently managed [Number]-person staff, effectively resolving issues, which resulted in top ranking out of [Number] teams.
  • Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
Customer Service Representative, 12/1999 to 07/2020
Henry ScheinRichmond, VA,
  • Leveraged sales expertise to promote [Product or Service] and capitalize on upsell opportunities.
  • Entered customer interaction details in [Software] to track requests, document problems and record solutions offered.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Provided information to customers regarding [Company]'s charge card and loyalty program and helped to open and activate new accounts.
  • Regularly exceeded daily sales and product add-on quotas.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Educated customers on promotions to enhance sales.
  • Answered constant flow of customer calls with up to [Number] calls in queue per minute.
Laboratory Supervisor, 05/1995 to 11/1999
Clean Harbors, Inc.Cannon Falls, MN,
  • Maintained equipment and facilities in good working order.
  • Instructed [Job Title]s on proper use and maintenance of equipment to prevent injuries.
  • Established and oversaw consistent [Type], [Type] and [Type] laboratory policies.
  • Prepared employee schedules according to individual needs and skills, as well as coverage requirements.
  • Reduced turnaround time on lab results by [Number]% through [Action].
  • Recorded, reported and posted test results using [Software].
MBA: General Business, Expected in 12/2002
Eastern Michigan University - Ypsilanti, MI
  • Member of Beta Gama Sigma: International Honors Society for business and management.
Bachelor of Science: Biochemistry, Expected in
University of Michigan - Dearborn - Dearborn, MI
  • Minored in Psychology
  • Graduated with Distinction GPA 3.6

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Resume Overview

School Attended

  • Eastern Michigan University
  • University of Michigan - Dearborn

Job Titles Held:

  • Customer Service Manager
  • Customer Service Representative
  • Laboratory Supervisor


  • MBA
  • Bachelor of Science

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