Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 10+ years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations.

  • People-oriented
  • Good communication skills
  • Customer Contact
  • Prospecting Clients
  • Highly motivated
  • Positive and cooperative attitude
  • Report preparation
  • Order fulfillment
  • Complaint resolution
  • Quick learner
  • Account management
  • Creative problem solving
  • Administrative support
  • Computer proficient
  • Technical support
  • Good listening skills
  • CRM
  • Key stakeholder relationship building
  • Staff education and training
  • Retail store support
  • Multi-line phone talent
Work History
04/2014 to Current
Customer Service Representative Conn's, Inc. Winston Salem, NC,
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Entered customer interaction details in WorkFlow to track requests, document problems and record solutions offered.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Analyzed student data to assess counseling program effectiveness and make improvements.
  • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
01/2009 to 04/2014
Security Officer Aspirus Ironwood, MI,
  • Operated detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas.
  • Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
  • Reported suspicious activities and persons to law enforcement.
  • Operated scanning equipment to view internal structures of luggage, purses and other bags to check for prohibited items.
  • Performed deep searches and pat-downs to look for unauthorized materials and items such as weapons.
  • Inspected suspicious activities and monitored premises for criminal acts and rule infractions.
  • Authorized entrance papers and granted or denied entrance to building.
  • Collaborated with area law enforcement and federal investigators to support safe fugitive apprehensions and coordinate investigations.
  • Provided detailed reports of infractions and criminal acts to law enforcement for trial or hearing procedures.
  • Provided excellent service to guests and employees.
  • Secured personal and company goods against robbery, vandalism and illegal entry.
  • Responded immediately in emergency situations, applying CPR and First Aid training.
  • Greeted clients and guests professionally and courteously to cultivate and maintain welcoming atmosphere.
  • Monitored employee activities, confirming compliance with security regulations.
  • Reported irregularities such as fire and safety hazards to maintenance.
  • Checked identification of all persons entering and exiting facility.
  • Regulated vehicle and pedestrian traffic upon entry onto building grounds through electronic gates.
  • Resolved complaints and issues involving both guests and employees.
  • Participated in staff meetings, special events and professional development activities.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
06/2006 to 01/2009
Store Associate Ppg Industries, Inc. Emeryville, CA,
  • Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.
  • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
  • Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
  • Balanced and organized cash register by handling cash, counting change and storing coupons.
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
  • Used POS system to process sales, returns, online orders and gift card activations.
  • Contributed to design and setup of merchandise displays promoting key products, creating aesthetically pleasing arrangements to attract customer attention.
  • Circulated assigned areas of sales floor to identify customer service opportunities and maintain condition of displays.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Approached browsing customers to initiate conversations to determine buying preferences.
  • Monitored sales floor and merchandise displays to ensure presentable condition, taking corrective action such as restocking or reorganizing products.
  • Employed strategic tactics such as cross-selling and upselling to drive sales.
  • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
  • Actively engaged customers to provide general assistance and information on store merchandise.
02/2002 to 06/2006
Airport Service Agent Prospect Airport Services (American Airlines) City, STATE,
  • Loaded passengers' property onto appropriate aircraft by collecting, sorting and checking baggage tags against flight lists.
  • Observed safety and privacy procedures in handling passengers' property.
  • Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
  • Controlled situations resulting from security breaches by engaging and containing suspects until police or other security personnel arrived.
  • Directed passengers navigating screening process, providing additional support to individuals exhibiting difficulties.
  • Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
  • Verified identification and travel documents to efficiently board passengers for on-time departure.
  • Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
  • Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
  • Coordinated with ramp agents to successfully store, remove and transport customer baggage.
  • Analyzed and produced course-of-action reports and escalated issues to management when necessary.
  • Responded to suspicious activities to investigate and resolve concerns with appropriate physical or verbal techniques.
  • Secured entrances and exits via physical presence and careful monitoring of CCTV.
  • Offered every employee, visitor and customer courteous and professional support.
  • Remained flexible in rapidly changing environments and adapted to developing situations.
  • Checked identification of all persons entering and exiting facility.
  • Greeted clients and guests professionally and courteously to cultivate and maintain welcoming atmosphere.
  • Provided excellent service to guests and employees.
Expected in
Bachelor of Arts: Public Administration
University of Central Florida - Orlando, FL

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  • University of Central Florida

Job Titles Held:

  • Customer Service Representative
  • Security Officer
  • Store Associate
  • Airport Service Agent


  • Bachelor of Arts

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