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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary
Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency, with background in providing advice on diverse customer situations.
Skills
  • Automated Payroll
  • Accounting Software
  • Microsoft Dynamics Great Plains Software
  • Time Clocks Plus Time/Attendance Software
  • Accounts Payable/Receivable
  • Microsoft Office Suite


  • Client relations specialist
  • Conflict resolution techniques
  • Team management
  • Meticulous attention to detail
  • Focused on customer satisfaction
  • Training and development
  • Scheduling
Accomplishments
Reduced staff turnover by 40% in one year by implementing several well-received team and morale-building programs. Improved customer retention in 2014  by 35% from the previous five years.
Experience
Customer Service Specialist, 07/2016 to 01/2017
Flir SystemsStillwater, OK,
Respond to external customers inquiries with timely and accurate information
Follow documented processes/workflow while looking for ways to reduce customer effort
Meet or exceed individual performance goals
Accurately navigate through various system platforms
Meet the expectations of the quality/productivity standards
Share process improvements to enhance customer service and/or efficiency
Ensure privacy of our customers remains the utmost importance
Shifts may vary outside the standard 8:00 a.m. to 5:00 p.m.
May perform other duties as assigned
Call Center Manager, 10/2013 to 07/2016
American Burglary & Fire Inc.Fenton, MO,
  • Handling in-bound calls in a prompt, professional manner from various types of media including: television, print, radio, and mailers.
  • Responsible for identifying/implementing strategies to improve profitability, productivity, and quality service.
  • Assist upper-level management in developing/implementing programs to motivate employees and stimulate a high sense of urgency in a team environment.
  • Recruited, managed and mentored an average of 15 new customer service representatives per year. 
Customer Service Representative, 04/2013 to 11/2016
Safran GroupSanta Rosa, CA,
  • Assist customers with viewing potential floral orders and placing orders via the company's website.
  • Answered incoming calls from florist and customers regarding floral orders.
  • Provided a high level of product and leadership support to representatives and clients.
  • Currently staffed as PRN for holidays.
Captioning Assistant, 08/2012 to 06/2013
First Hospitality Group IncChicago, IL,
  • Process telephone calls for the deaf, hard of hearing, and hearing impaired.
  • Multi-task (listen to audio, voice what was heard, proof-read developing captions- all simultaneously).
  • Monitor technical issues on calls and report to appropriate staff.
Guest Services Manager, 09/2010 to 05/2012
Check Point Software TechnologiesRichmond, VA,
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Train all guest service crew members on correct customer handling procedures.
  • Proper placement of all current, new, and upcoming promotional information.
  • Effectively communicated with team members to maintain clearly defined expectations.
Premium Auditor/Field Representative, 01/2009 to 06/2010
Overland Solutions IncCity, STATE,
  • Conducted Worker's Compensation, General Liability and Auto/Garage Keepers' audits of policyholder business records on assigned inventory.
  • Obtaining and analyzing source documents electronically and performing an in depth interview to determine business operations, employee duties and other exposures.
  • Review audit assignments and manage inventory to schedule and maintain time services and production standards.


Customer Success Manager, 04/2017 to
WAITRCity, STATE,
Assist drivers, restaurant partners, and customers with food delivery orders.
Assist drivers with accepting, deliviering, and managing delivery orders (dispatch/support) 
Assist customers with inquiries on orders.
Assist city managers with drivers and driver issues 
Education and Training
Associate of Arts: Sociology, Expected in Current
Baton Rouge Community College - Baton Rouge, La.
GPA:
Minor in Business Management
3.3 Gpa
Coursework in Business Management and Accounting
: Medical Billing and Coding, Expected in 2002
Med-Vance Institute - Baton Rouge, La
GPA:
4.0 GPA
Member of  Nation Association of Certified Medical Coders
: Accounting/ Business Management, Expected in
Southern University - Baton Rouge, La
GPA:
Skills
10-key by touch, Accounts payables, Accounts Payable, Assistant Manager, audio, backup, benefits, Billing, business operations, Call Center, coaching, CPT coding, Customer Service, Customer Care, Data entry, database, delivery, Disaster Recovery, Filing, financial, Great Plains Software, Human Resources, ICD-9, Insurance, inventory, kronos, Medical Coding, Medical Manager, meetings, Microsoft Dynamics, Excel, Microsoft Office, Outlook, PowerPoint, Word, Processing Payments, Payroll, Processing Payroll, pdf, Peachtree Accounting Software, Coding, progress, quality, quality control, QuickBooks Accounting, radio, read, sales, spreadsheets, Supervisor, supervision, taxes, telephone, phone, television, Typing, 40 wpm, website

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School Attended

  • Baton Rouge Community College
  • Med-Vance Institute
  • Southern University

Job Titles Held:

  • Customer Service Specialist
  • Call Center Manager
  • Customer Service Representative
  • Captioning Assistant
  • Guest Services Manager
  • Premium Auditor/Field Representative
  • Customer Success Manager

Degrees

  • Associate of Arts

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