Customer Support Specialist Administrative Assistant resume example with 7+ years of experience

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

Cheerful and upbeat communicator with a highly organized nature and solid history of improving customer satisfaction. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Skilled at accurately documenting client details, preparing reports, and arranging service and training needs. Proactive leader with strengths in communication and managing concurrent objectives.

  • Customer engagement and support
  • Technical support services
  • Contract development and management
  • Relationship development
  • Problem resolution
  • High-energy attitude
  • Cross-functional collaboration
  • Senior leadership support
  • Data evaluation
  • Business development understanding
  • Technologically savvy
  • Social media networking
  • Event details
  • Training and mentoring
  • Communications
  • Planning and coordination
  • Guest relations
  • Schedule management
  • Sales and marketing strategy
Customer Support Specialist/Administrative Assistant, 02/2019 to Current
Back Bay Investment GroupCity, STATE,
  • Worked Remotely with Team, Vendors, and Clients Nationwide
  • Provide accurate, clear and concise information in verbal and written communications to clients, colleagues, and leadership
  • Maintain a constant level of white-glove client service and support
  • Applied consultative approach to collect information on customer service, account, and technical concerns.
  • Support the Sales team by engaging with and guiding clients through multiple processes depending on the client's personal needs and situations. ie. Real Estate Purchases and Sales, Loan Buy-Outs, Brokerage Services, Foreclosure Services, Short Sales, Property Management, Renovation, and Transaction Management in all 50 states
  • Vett and Triage sales calls, emails, messages; Add clients to CRM system, convert and set up meetings for the appropriate team members
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Manage and maintain records, analytics, documents, and reports that the Sales team may need in a shared drive
  • Manage and maintain the company CRM system by documenting phone calls, and noting client records with information, links, and resource locations if necessary
  • Exercise judgment in handling all phone calls with clients; As our clients can be frustrated, depressed, and in a panicked state, having an excellent ability to listen and de-escalate the situation is imperative
Brokerage Operations Generalist - Contracted, 02/2019 to 08/2019
Side, IncCity, STATE,
  • Consulted with Executive staff to examine day to day operations to increase efficiency
  • Created plans and systems to increase profits, decrease costs and increase employee morale
  • Implemented changes company-wide to enable the business to scale quickly and grow nationally
  • Wrote policy and procedures for new departments
  • Wrote and implemented training manuals and procedures on new processes
  • Retrained employees, and moved them into their best and highest positions within the company instead of firing
  • Hired and implemented two new departments to help handle growth
  • Managed a 45 person Transaction Team that included, Agent, Contracted, and W2 Transaction Coordinators.
Transaction and Payment Teams Manager, 09/2012 to 03/2018
Exp RealtyCity, STATE,

RangeleyVettately reconciled funds.

  • Collaborated in the development of all related training and procedures in every department; Trained all employees on new software, and thousands of agents at National Conferences for eXp Realty, and NAR.
  • Collaborated with others to discuss new software and organizational opportunities as the company scaled, to meet increased demands on staff and systems.
  • Handled all delegated tasks efficiently and provided solutions to issues as the current tasks become ineffectual.
  • Performed evaluations, customer surveys, and team audits.
  • Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
  • Recognized by management repeatedly for providing exceptional customer service, received numerous bonuses for delivering software projects on time
  • Created agendas and communication materials for team meetings.
  • Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Integrated new technologies to meet expanding government and business requirements.
  • Developed and managed project plans while providing status updates to Senior Management, Development Teams, CEO, COO, and the Board of Directors directly.
  • Crafted diagrams and flowcharts outlining logical operational steps.
  • Trained end-users in best practices to minimize errors and protect key data.
  • Maintained quality-focused performance benchmarks and schedules when directing the project, transactions, and onboarding teams.
Education and Training
Salesforce Trailhead Certified: , Expected in 2019
- ,
State of California Certified C.A.R. Forms Trainer: , Expected in 2019
- ,
State of California Certified Transaction Coordination Trainer: , Expected in 2019
- ,
High School Diploma: , Expected in 1994
Juanita High School - Kirkland, WA
Certification: Interior And Exterior Design, Expected in 06/2000
Sherwin Williams - Malvern, PA,
Activities and Honors

Board of Directors - Rangeley Friends of the Arts


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Resume Overview

School Attended

  • Juanita High School
  • Sherwin Williams

Job Titles Held:

  • Customer Support Specialist/Administrative Assistant
  • Brokerage Operations Generalist - Contracted
  • Transaction and Payment Teams Manager


  • Salesforce Trailhead Certified
  • State of California Certified C.A.R. Forms Trainer
  • State of California Certified Transaction Coordination Trainer
  • High School Diploma
  • Certification

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