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

Accomplished in diversifying training programs and expanding course offerings to handle larger numbers of enrollees. Well-versed in developing courses for new topics and adjusting existing classes to meet changing demands. Hardworking and disciplined leader with advanced conflict resolution skills, good organizational abilities and proactive approach.

  • Schedule mastery
  • Data evaluation
  • Customer relations
  • Senior leadership support
  • Customer Service
  • Problem Resolution
  • Project management
  • Conflict mediation
  • Training program improvement
  • Team member development
  • Learning modalities
  • Course material development
  • Curriculum implementation
  • Planning and coordination
  • Problem resolution
08/2011 to Current
Customer Service Specialist Infosys Ltd Seattle, WA,
  • Reviewed account and service histories to identify trends and issues.
  • Resolved average of 400 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
06/2014 to 03/2018
F-15 Program Manager Dcs Corporation Hampton, VA,
  • Oversaw training courses and promotional paths for professionals and leaders.
  • Analyzed each department's training needs and developed new training programs based upon data collected.
  • Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
  • Conducted evaluations of training courses to uncover areas in need of improvement.
  • Mentored team members to succeed and advance within department and company.
  • Directed 72 yearly training courses for 1500 participants.
  • Created effective training course objectives, course content and all materials.
  • Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.
  • Created testing and evaluation procedures to assess performance before, during and after training sessions.
  • Monitored training costs to maintain training budget.
  • Designed training modules implementing strategic business practices and organizational behavior training concepts.
  • Led training programs designed to implement new agent performance management standards.
  • Determined course objectives and found or wrote course materials to cover topics.
05/2008 to 06/2014
Combat Logistics Operations Senior Controller US Air Force City, STATE,
  • Planned and arranged logistics required shipments.
  • Provided smooth operations by maintaining communication with supervisors of other departments.
  • Analyzed data to determine and maintain the most cost-effective procedures.
  • Oversaw 12 employees through evaluations, scheduling and training.
  • Developed monthly reports complete with project timelines, corporate metrics, and productivity measurements.
  • Supervised staff of 12 in daily activities, delivering continuous training and coaching to bolster each employee's skill set.
  • Coordinated and monitored inbound and outgoing deliveries, keeping abreast of delays and other issues.
08/2003 to 05/2008
CV-22 Aerospace Propulsion Lead Instructor US Air Force City, STATE,
  • Evaluated student progress and adjusted learning plans to foster progress.
  • Developed guides and course materials to reinforce lecture information and help students learn.
  • Developed and deployed oral and written assessment strategies for optimal review of student abilities.
  • Evaluated students to uncover learning deficiencies and devise improvement plans.
  • Participated in workshops and trainings to improve skills and learn new methods for classroom instruction.
  • Managed and organized class records and reports.
  • Developed engaging and informative lesson plans that incorporated multiple learning modalities to help students grasp complex concepts.
  • Assessed each student's grasp of class material presented in courses and workshops.
  • Established objectives for lessons, modules and projects.
  • Designed and enhanced programs that elevated teaching proficiency throughout facility.
  • Conducted tests and quizzes to evaluate student progress with course material.
  • Observed and evaluated student performance and development and provided appropriate feedback on work.
  • Researched and developed innovative learning methods to optimize learning processes.
  • Built and updated evaluation and survey tools to monitor and improve effectiveness of courses.
  • Evaluated course performance to determine areas in need of improvement.
  • Utilized knowledge of industry best practices to improve upon existing training methods.
  • Demonstrated knowledge of varied learning modalities.
  • Implemented employee training programs to improve performance and productivity.
Education and Training
Expected in
Bachelor of Science:
Southern Illinois University Carbondale - Carbondale, IL
Expected in
Associate of Arts: Instructor of Military Science
Community College Air Force - Goldsboro, NC,
Expected in
Associate of Arts: Aviation Maintenance Technology
Community College Air Force - Goldsboro, NC,
Activities and Honors

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Resume Overview

School Attended

  • Southern Illinois University Carbondale
  • Community College Air Force
  • Community College Air Force

Job Titles Held:

  • Customer Service Specialist
  • F-15 Program Manager
  • Combat Logistics Operations Senior Controller
  • CV-22 Aerospace Propulsion Lead Instructor


  • Bachelor of Science
  • Associate of Arts
  • Associate of Arts

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