Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary
15+years of Sales and Customer Service Skills in various settings, including call centers Resident Manager Operations Executive with 8 years overall experience 12 years overall experience in the Sales and Communication Field' Managed a leading Resort in Minnesota Expert at executing work plans and operational excellence initiatives, while enhancing performance, improving quality, reducing costs, and generating sustainable staff Skilled at managing records and payroll Have lead teams of up to 15 employees and over 100 residents in an apartment complex
  • Customer Relationship Management Software (CRM)
  • Exceptional interpersonal communication
  • Excellent time management skills
  • Effective problem solver
  • Process improvement specialist
  • Effective workflow management
  • Adherence to high customer service standards
  • Microsoft Outlook, Word and Excel
  • Exceptional telephone etiquette
  • MS Office expert
Work History
Customer Service Representative, 05/2014 - Current
Planet Fitness Inc. , ,
  • New Partners is a democratic calling center; however, works on different accounts Such as Marketing Concepts in care of Mack?s Prairie Wings Key Responsibilities: Assist with orders, complaints, accounts, billing, cancellations, sales, and other inquires Written documentation of troubleshooting steps and purpose of inquires Reporting errors and offering solutions that suit customers needs Listening and recognizing the customers complaints and satisfying each customer by the end of every call One-on-one interaction with a variety of personalities and navigating several computer databases simultaneously Capability of typing more than 80wpm and verifying all information Working under pressure to solve customer complaints in a timely manner and be resourceful Multitasking and organizational skills Internet savvy and navigational skills Inbound and Outbound calling daily Outstanding communication skills, written or verbal
  • Adhered to all confidentiality requirements at all times.
  • Working both independently and in a team environment.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Updated customer orders from start to finish in an accurate and timely manner.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Maintained accurate records of past due customer account activity.
  • Maintained up-to-date knowledge of product and service changes.
Resident Manager, 07/2010 - 04/2012
Marriott International , ,
  • Lucky Inn is a small motel in Grand Forks, ND that housed 20+guests and 4-5 staff.
  • Key Responsibilities
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Trained staff on operating procedures and company services.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Resident Manger, 08/2002 - 09/2004
Marriott International , , Offers low income government subsidized housing and apartments including but not limited to a two complex 60 unit complex in Bemidji MN.
Key Responsibilities
  • Investigated and resolved tenants inquiries and complaints in an empathetic manner. Investigated and resolved tenant inquiries and complaints in an empathetic manner. Adhered to all confidentiality requirements at all times.
  • Fully accountable for day to day property operations, overseeing 100+ residents
  • Conducting all business in accordance with government
  • restrictions, laws and procedures
  • Including Fair Housing Act, Americans with Disabilities Act, Fair Credit Reporting Act and all
  • other State and Federal laws
  • Attending monthly meetings with Property Owner
  • Actively maintaining accurate and up to date applications and financial records
  • Collection of rental payments and banking deposits and
  • daily submitting of all records
  • Cleaning and general upkeep of property
  • Investigating references and other information of potential
  • residential applicants
  • Developing spreadsheets to improve efficiency
  • Initializing and implementing policies and procedures to
  •  maintain resident communications
  • Performing evictions, and landlord liens as required on
  • delinquent rents
  • Constant vendor/contractor communications concerning billing, supplies and approving and submitting invoices
  • Welcoming and showing community to prospective new residents and completing appropriate paperwork
Resident Manager, 07/1999 - 10/2002
Judd's Resort City, STATE,

  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Hired and trained 12 of 15 staff.
  • Fully responsible for day to day operations of 20-50+ guests and 10-15 staff
  • Complying with all procedures and standards as set by Owners
  • Ensure excellent communications between guests and staff
  • Ensuring health and safety standards are met Maintaining a high profile within the resort and having regular positive contact with guests throughout their stay
  • Monitoring expenditures and completing daily accounts
  • Welcoming and giving tours to guests
  • Arranging daily meetings with staff
  • Ensuring reservations are accurate and up to date
  • Answering phone calls and emails of prospective guests and
  • others
  • Ensuring and maintaining a clean and attractive environment for guests and staff
  • Reporting several times a day to owner
  • Managing and creating payroll and scheduling
  • Managing complains, questions and conflicts
  • among staff and guests
Associate of Applied Science: Psychology, Expected in 2010
Northwest Community & Technical College - East Grand Forks, MN
Studied Psychology
Accounting, as set, banking, billing, billings, Bookkeeping, communication skills, Credit, databases, documentation, Fluent in English, financial, government, Internet savvy, leadership, Listening, Managing, Marketing, meetings, works, Multitasking, organizational skills, payroll, policies, Reporting, safety, sales, scheduling, some Spanish, spreadsheets, Supervisor, Supervising, phone, troubleshooting, typing, Written

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School Attended

  • Northwest Community & Technical College

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  • Resident Manager
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  • Associate of Applied Science

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