Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

Resourceful and client-focused Customer Service Manager with over 8 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.

Motivated manager focused on streamlining service procedures and maximizing team efficiency. Consistent in satisfying customers, building loyalty and driving retention with diligent attention to individual needs.

Enterprising manager offering demonstrated success in team leadership, organizational problem-solving and customer service. Successful at overseeing team performance and allocating resources to meet workflow and demand. Excellent conflict resolution skills with proven ability to defuse high-stress situations.

Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented with ability to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.

  • Client relations and retention
  • Conflict resolution techniques
  • Talent development
  • Superior computer skills
  • Focused on customer satisfaction
  • Team management
  • Budgeting and finance
  • Management of remote employees
  • Training and coaching
  • Schedule coordination
04/2019 to Current Department Manager University Of California | Clarksburg, CA,
  • Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
  • Enforced safety rules and other policies to protect employees and minimize company liability.
  • Oversaw efficient receiving and inventory management to keep stock within optimal levels.
  • Assessed, optimized and elevated operations to target current and expected demands.
  • Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills.
  • Worked closely with sales associates to complete tasks.
  • Set and administered annual operating budget, consistently maintaining controls and preventing overage's.
  • Delegated work to staff, setting priorities and goals.
  • Greeted and assisted all customers daily in high-traffic retailer.
  • Established, enforced and updated policies keeping business agile and responsive to changing market conditions.
  • Implemented merchandising plans to drive profitability, collaborating with visual merchandising team to develop strategy.
  • Handled 1st shift overstock, restocking and inventory control.
  • Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
06/2017 to 11/2018 Zone Supervisor Bcfs | Miami, FL,
  • Delegated tasks to multiple employees while maintaining efficient workplace.
  • Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
  • Inspected incoming supplies to verify conformance with materials specifications and quality standards.
  • Determined efficient work schedules for team on daily basis to keep project moving and each shift properly staffed.
  • Achieved and surpassed production targets through effective staff management, task allocation and materials coordination.
  • Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
  • Set up, adjusted and maintained machines to keep production operating at peak levels and consistently meet challenging daily demands.
  • Increased customer satisfaction by following up on any negative feedback and taking appropriate measure to resolve complaints.
  • Supervised successful team of over 60 cashiers, cartpushers, maintenance, online team by conveying project information consistently, quickly resolving issues and delivering constructive feedback.
  • Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
  • Met other supervisors and business leaders to plan and guide workflow and operations.
  • Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
  • Supervised, trained and evaluated over 70 employees in retail industry.
  • Managed daily operations, including supervising multiple team members across 5 locations.
09/2011 to 08/2016 Customer Service Manager Duck Creek Technologies, Inc. | Basking Ridge, NJ,
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Resolved average of over 30 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
  • Worked with cashiers and service desk associates to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
  • Limited customer inquiry delays by efficiently scheduling staff across 3 shifts.
  • Managed day-to-day operations, including supervision and assignment delegation for over 30-member team.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
  • Answered customer requests with friendly, knowledgeable service and support.
  • Helped customers work within established systems to achieve desired results and maintain company loyalty.
  • Interviewed, hired and trained new quality-focused customer service representatives.
Education and Training
Expected in 06/2004 High School Diploma | Homestead Senior High School, Homestead, FL GPA:

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School Attended

  • Homestead Senior High School

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  • Zone Supervisor
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  • High School Diploma

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