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

Personable Customer Service Manager offering 12 years of experience in resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and services. Possesses a proven track record of maintaining loyal and satisfied customers. Focused on exceeding customer expectations and driving company success.

  • Highly Professional
  • Interpersonal Skills
  • Organizational Skills
  • Collaborative Team Player
  • Multitasking and Prioritization
  • Customer Service Support
  • Service Schedule Coordination
  • Service Desk Team Management
  • Customer Needs Assessment
  • Customer Communication and Empathy
  • Salesforce CRM
  • SAP
  • MS Office
  • Concur
Work History
09/2013 to Current Customer Support Specialist - Ford Crane Co. | Chicago, IL,
  • Recommended additional products to customers, thoroughly explaining details and benefits.
  • Leveraged sales expertise to promote products/services to capitalize on up-sell opportunities resulting in +27% increase in revenue.
  • Fielded customer questions regarding available spare parts, service availability, and product life cycles.
  • Used company troubleshooting documentation to evaluate technical problems and find appropriate solutions.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Liaised with customers, management and global sales team to better understand customer needs and recommend appropriate solutions.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Created billing ID's, managed service blanket PO's, invoicing, and service scheduling.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Created plans and communicated deadlines to ensure projects were completed on time.
  • Oversaw daily operations to ensure high levels of productivity.
11/2009 to 08/2011 Field Service Manager Crane Co. | Columbus, OH,
  • Assessed operational needs and equipment availability to develop to correspond with upcoming service activities.
  • Provided technical support for complex laboratory equipment.
  • Reduced time to complete service calls and expertly retained key customers.
  • Led team of up to 35 service technicians in field activities.
  • Evaluated employee performance on annual basis and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Developed and administered project budgets.
  • Defined clear targets and objectives and communicated to other team members.
  • Prepared quotes for services, spare parts, and preventative maintenance activities.
  • Prepared department annual operating budget.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Used automotive industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Continuously encouraged employees within service department to present positive and exemplary image to customers through professional behavior, clear and concise communication, and timely arrival to assigned location.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
11/2009 to 08/2011 Field Service Manager General Motors | Wfh_City, PA,
  • Assessed operational needs and equipment availability to develop to correspond with upcoming service activities.
  • Reduced time to complete service calls and expertly retained key customers.
  • Provided technical support for gaseous analytical equipment.
  • Led team of up to 28 service technicians in field activities and in-house technical hotline.
  • Reduced time to complete service calls and expertly retained key customers.
  • Responsible for in-house repair center and calibration laboratory.
01/2005 to 10/2009 Quality Engineer Mercedes-Benz US International | City, STATE,
  • Performed quality inspections and drafted reports to detail non-conforming vehicles.
  • Demonstrated product and quality expertise in product inspections with FMVSS, VDA9, EPA, and CARB.
  • Developed training protocols in alignment with company quality standards and global processes.
  • Produced reports on diagnostic outcomes, non-compliance issues and other negative factors discovered during Conformance of Product (COP) testing.
  • Coordinated with quality control and manufacturing staff to complete inspections.
  • Escalated concerns about project and process quality, referring discovered issues to Daimler AG, Germany for correction.
  • Built strong rapport with international team members, management,and engineering staff to facilitate standardization of laboratory processes.
  • Utilized knowledge of VDA9, EPA CFR, CARB, and ISO procedures to develop action plan for local process standardization.
  • Participated in multi-national defect reviews to discern and address root causes.
  • Applied US and international regulations to products slated for international delivery.
  • Responded to technical concerns quickly and effectively devised solutions.
  • Performed analysis on automotive exhaust after treatment systems technical designs and prototypes in development stage.
Expected in High School Diploma | Louis Lake High School, Garden Grove, CA, GPA:

Servesafe Food Protection Manager Certificate

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School Attended

  • Louis Lake High School

Job Titles Held:

  • Customer Support Specialist - Ford
  • Field Service Manager
  • Field Service Manager
  • Quality Engineer


  • High School Diploma

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