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

Motivational leader with advanced supervisory, team building and customer service skills. Experienced in stepping into new roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Proven effective in interviewing and onboarding new candidates as well as selecting valuable candidates which address immediate company needs.

  • Team Leadership
  • Excellent time management skills
  • Verbal and written communication
  • Training and mentoring
  • Organizational skills
  • Recordkeeping
  • Customer-focused
  • Scheduling
  • Hiring and retention
  • Compensation/payroll
  • Understanding of HR policies
  • New hire orientation
  • Effective problem solver
  • Customer Relationship Management Software (CRM)
8/20/07 to Current
Customer Service Manager First American Financial Naples, FL,
  • Provide onboarding and coaching to new hires to help each feel comfortable in job positions and prepared to handle various responsibilities.
  • Conduct interviews to ensure solid cultural alignment between client and candidate.
  • Help employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Supervise and guide new employees and respond quickly to questions, which improved understanding of job responsibilities.
  • Establish and update work schedules to account for changing staff levels, expected workloads, vacation and sick time accurately.
  • Motivate and rewarded employees to improve engagement.
  • Collaborate with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Deliver feedback to decision-makers regarding employee performance and training needs.
  • Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
  • Maintain compliance with company policies, objectives and communication goals.
  • Managed recurring HR processes.
  • Assisted with month-end and year-end close activities.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
08/2009 to 03/2017
Lead Customer Service Representative Pilot Freight Services Erlanger, KY,
  • Trained new employees on company customer service policies and service level standards.
  • Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
  • Processed customer account changes with proprietary software.
  • Handled cash and credit card payments and returned receipts, change and payment cards to customers.
08/2007 to 08/2009
Customer Service Representative Oerlikon Plymouth, MN,
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Assisted customers in making payments on accounts
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Made outbound calls to obtain account information.
  • Worked effectively with fellow team members in fast-paced, and intense environments.
  • Developed and maintained thorough knowledge of regulatory, departmental and company policies.
  • Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
  • Managed transportation arrangements to and from airport, train station and local events for visitors.
Expected in 06/2021
Bachelor of Science: Business/Human Resource Management
Southern New Hampshire University - Manchester, NH,
Expected in 06/2019
Associate of Science: Business/ Human Resource Management
Southern New Hampshire University - Manchester Nh,
Additional Information

Active member of the Diversity and Inclusion panel within my organization.

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School Attended

  • Southern New Hampshire University
  • Southern New Hampshire University

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  • Bachelor of Science
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