Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Motivated professional offering [Degree] in [Area of study]. Adds value to any organization in need of great collaboration, interpersonal, and multitasking abilities. Meets tight deadlines every time.

  • Data warehousing
  • Verification and testing
  • Requirements gathering
  • Relational databases
  • Agile methodologies
  • Analysis and modeling
  • Working collaboratively
  • Analytical
  • People skills
  • Problem resolution
  • Active listening
  • Training & Development
  • Leadership
  • Critical thinking
  • Troubleshooting
  • Project management
07/2019 to Current Customer Service Representative Signature Aviation | Frederick, MD,
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Assessed customer account information to determine current issues and potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Remained constantly aware of customer activity to ensure safe and secure shopping environment.
  • Made outbound calls to obtain account information.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Set up and activated customer accounts.
  • Reviewed account and service histories to identify trends and issues.
  • Answered [Number]+ inbound calls per day and directed to individuals or departments.
  • Recommended improvements to products and services to mitigate complaints.
  • Answered customer questions and addressed concerns, resulting in [Number]% reduction in complaint calls.
  • Relayed productive customer feedback to marketing teams.
  • Trained new employees on procedures and policies to maximize team performance.
  • Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
  • Upheld privacy and security requirements established by [Type] regulatory agencies.
  • Worked with [Job title] to develop customer service improvement initiatives.
  • Supported operational improvements and resolution of problems to deliver top-notch customer service.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
  • Interviewed customers regarding [Type] issues and reported feedback to management team.
  • Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
  • Exceeded company productivity standards on consistent basis.
03/2016 to 03/2019 Sales and Marketing Manager Arrow Electronics | San Jose, CA,
  • Contributed expertise to build successful marketing strategies, including direct, partner and social media approaches.
  • Motivated and mentored employees to increase knowledge, skills and career potential within company.
  • Integrated communications campaigns to create awareness, develop pipeline and bring in new customers.
  • Facilitated improvement in sales outcomes by holding performance evaluations to assess team members' strengths and weaknesses and counsel on improvement strategies.
  • Spearheaded implementation, execution and growth of business channel partner program.
  • Managed canvassing strategies to generate appointments for outside sales team.
  • Defined marketing collateral and program strategies by working closely with product management teams.
  • Directed branding, sales enablement and PR strategies to support implementation of comprehensive marketing strategies.
  • Supported all sales team members to drive growth and development.
  • Increased repeat customer base by maintaining relationships with high-profile clients and effectively managing service issues.
  • Hired and motivated high-performing sales team achieving over $[Amount] in new sales per year.
  • Projected more than $[Amount] in sales and achieved [Number]% of target.
  • Contacted customers via phone and email to explore connections, offer services and cement relationships.
  • Established sales goals and strategies that contributed to increased growth in sales and profitability.
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Implemented creative sales and marketing strategies to assist sales team with reaching targets.
  • Created and delivered in-depth sales presentations to potential customers.
  • Employed techniques such as cold calling, prospecting and networking to land new customers and penetrate new markets.
  • Created presentation materials for sales, customer relations, and management purposes.
  • Elevated team performance via strategic planning and coaching in areas of prospecting, sales and value-added presentations.
  • Evaluated employee progress and compliance while identifying areas for additional coaching by monitoring daily performance.
  • Supervised and trained [Number] employees on successful selling techniques.
  • Managed employee payroll, hiring, termination, and training to ensure maximum productivity.
  • Built sales forecasts and schedules to reflect desired productivity targets.
  • Secured sales targets by building successful sales teams, preparing yearly sales and marketing budgets and implementing strategic action plans.
  • Conducted market research and reported on competitors.
  • Boosted profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
  • Optimized sales and marketing directives by closely monitoring employee progress, reviewing regional and local markets and effectively managing inventories.
  • Enhanced sales volume through skilled support to both new and inactive customers.
  • Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
  • Led sales planning, development and account management for [Type] territory.
  • Exceeded sales goals by [Number]% using consultative and value-driven approach.
  • Leveraged rapport with key retail account leadership to up-sell vendor partnerships.
  • Leveraged trends in customer trends and marketplace verticals to shape solutions and approaches.
  • Spearheaded sales meetings with staff, division president, closing coordinator and construction manager to share best practices for process improvements.
  • Maximized sales by efficiently managing [Number] sales representatives.
  • Increased sales from various channels.
  • Actualized strategies to continuously improve customer service, company or brand visibility and [Product or Service] provided.
  • Gained market share in new sales performance through aggressive team training.
  • Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
08/2011 to 02/2016 Lecturer of Business Administration Addis Ababa University | City, STATE,
  • Evaluated and graded students' classwork, papers and assignments to assess course success and student understanding of materials.
  • Helped students understand topics by initiating and moderating classroom discussions.
  • Met with students to understand educational desires, identify current issues and provide advice on academic, career and vocational plans.
  • Met course and department instructional goals by integrating key competencies into lesson plans.
  • Delivered classroom and special seminar instruction on topics for [Area of study] and [Area of study] students.
  • Developed incentives to keep participants in class and engaged in material.
  • Consulted with administrative committees to discuss institutional policies, departmental matters and academic issues.
  • Maintained scheduled office hours to assist business students.
  • Developed new programs to provide student access for community business internships.
  • Helped recruit students to business program, assisted with registration activities and directed placement of individuals into appropriate courses.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Improved operations by working with team members and customers to find workable solutions.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
07/2009 to 07/2011 Radio Producer and Presenter Addis Ababa Mass Media Agency | City, STATE,
  • Supervised and worked closely with writers, directors, managers and technical crews throughout production process.
  • Created and managed production for [Type] projects.
  • Shared ideas, brainstormed with other staff members and developed case studies based upon previously delivered projects.
  • Helped director with planning and completing shots.
  • Coordinated production schedules, editing, printing and duplication processes.
  • Recruited and managed event and location crews.
  • Supervised production staff during planned photo shoots in studio and on location.
  • Kept productions in compliance with network and legal requirements.
  • Created project budgets and managed all production costs.
  • Hired and oversaw employees and freelance production crews.
  • Produced leads by cold calling prospects, networking at events and effectively using social media networks.
  • Produced [Number] television and digital news segments each [Timeframe].
  • Developed and produced infomercials and graphics packages for network clients.
  • Devised and implemented strategies to create new revenue streams and cut operational costs.
  • Contacted customers after purchases were finalized to check on satisfaction and resolve any concerns.
  • Administered footage and music license agreements, talent releases and fulfillment and distribution.
  • Drafted sales contracts, finalized paperwork, accepted payments and issued receipts.
  • Cultivated project funding through presentations to investors and project stakeholders.
  • Planned production activities for [Number] flagship shows at local television network.
  • Determined key customer demographics and developed sales funnel.
  • Provided information customers about available products and demonstrated features.
  • Identified opportunities to streamline operations, including [Task] and [Task].
  • Continuously evolved [Type] production company into highly successful business by implementing latest technologies.
  • Facilitated product sales by processing phone orders and customer payments.
  • Worked with network president to define and communicate organization's mission to stakeholders, media and [Job title]s.
Education and Training
Expected in 07/2008 Bachelor of Arts | Political Science And International Relations Addis Ababa University, Addis Ababa, GPA:
Expected in 07/2011 Master of Arts | Environmental Planning And Management Ethiopian Civil Service University, Ethiopia, GPA:

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Resume Overview

School Attended

  • Addis Ababa University
  • Ethiopian Civil Service University

Job Titles Held:

  • Customer Service Representative
  • Sales and Marketing Manager
  • Lecturer of Business Administration
  • Radio Producer and Presenter


  • Bachelor of Arts
  • Master of Arts

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