Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Executive Profile
Over fifteen years of Call Center Management experience with an accountability of more than 200+ FTEs. Certified in Financial Counseling. Seasoned manager with a diverse background in mortgage banking, sales and customer service industries. Proven success in working with remote leadership teams and presenting to high-level management teams. Skilled at driving business results and identifying tactical drivers to influence the achievement of operating goals while upholding superior business principles. Flexible, quick learner who enjoys taking on new responsibilities and learning complex processes. Self-motivated; comfortable working independently and taking initiative.
Skill Highlights
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Core Accomplishments
Small business development Project management Client account management Budgeting expertise
Professional Experience
Director of Call Center Operations (Patient Care Group), 10/XXX2 to 10/XXX4
Strategic Dental ExecutivesCity, STATE,
  • Created, developed, and organized Call Center Operations for 20 Dental Practices throughout Texas
  • Manage a team of 200+ Patient Care Specialists and 20 Patient Care Managers inside a call center setting whereby responsibilities include scheduling and confirming patient appointments; insurance verification, and execute and respond to patient comfort call surveys
  • Established and manage operational budget of $4.5 million
  • Successfully hit 99.7% of all goals within a 6 month period and measured success to ensure expectations and ROI projections were achieved
  • Maximize patient experience and satisfaction by establishing first contact resolution within the environment
  • Improve patient satisfaction by 16% within 9 months in comparison to 12 month milestone
  • Initiated Work Force Management technology and related cultural or incentive measures to drive the appropriate behaviors to realize the WFM's solution investment
  • Enhanced Patient Contact Center capabilities by developing and deploying performance improvement initiatives along with technology solutions (ACD, PBX, IVR, QA, WFM, and CRM). Initiatives led to decrease in repeat calls by 37% and realized annual savings of $127k.
  • Created a customer centered culture focused on meeting and e4xceeding customer service and productivity expectations, metrics driven solutions and optimal results
  • Partner with other cross functional leadership teams whose support is critical to ensure service, quality and other company wide goals are obtained (Operations, Sales, and Human Resources)
Operations Manager-AVP, 08/XXX1 to 09/XXX2
JP Morgan ChaseCity, STATE,
  • Managed over 150+ Single Point of Contact representatives, along with 15 SPOC Managers inside call center setting
  • Built a loan modification document control department, with full reporting and management structure
  • Experienced in working directly with CHOC, NACA, HPO departments to assist borrowers with foreclosure alternatives tailored to fit their financial situation with the intent to mitigate loses to company and borrowers
  • Ensured quality of work was at 92% of higher to meet departmental goals
  • Managed risk and exposure of department by ensuring compliance with OCC Consent Order, GSE guidelines, and Internal Audit and Compliance regulations
  • Developed status reports for direct reports indicating status of work, productivity, quality scores as measured against peers and department
  • Identified and recommended job specific training to bridge gaps interdepartmentally to ensure functional groups were knowledgeable about specific job functions
  • Ensured compliance with operational strategies and procedures
  • Created training curriculum and material for direct reports and supervisors
  • Developed incentive programs to award high performance on weekly and monthly basis
  • Improved service levels from 70% to 92% by monitoring agent availability
  • Resolved escalated calls to diffuse irate customers and provide timely response to complex issues
  • Facilitated meetings with Executive Management regarding system enhancements and process improvement activity within the department
Regional Counseling Manager, 10/2005 to 03/XXX4
  • Hired, coached, motivated and managed teams of 120+ counseling managers and housing counselors located throughout Mississippi, Tennessee, and Florida inside call center setting
  • Developed policies and procedures for new Housing programs, including Reverse Mortgage, Pre-purchase and Foreclosure Intervention counseling
  • Increased Reverse Mortgage counseling capacity from 4,554 sessions in 2009 to 10,671 sessions in XXX1
  • Consistently achieved agency revenue and activity goals
  • Responsible for the day to day operations, cost containment, revenue staffing and new program implementation
  • Developed and implemented a comprehensive Debt Management Program improvement plan increasing DMP conversion 65% while simultaneously decreasing department expenses
  • Oversaw the successful completion of all HUD and NFMC housing grants totaling nearly $5 million in revenue
  • Served as the head of relocation team for counseling department;developed time and action plans for the department
  • Oversaw the overhaul of the agency's process for issuing federal bankruptcy certificates from the initial brainstorming stage through testing implementation of the final process and ensured that end product met Executive Office of the United States Trustee (EOUST) compliance requirements
  • Respond to and resolved client complaints; lead the development and response to top action items arising from client satisfaction surveys
  • Execute monthly coaching session review towards Manager scorecards, performance reviews, and yearly pay increase evaluations
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MASTER OF ARTS: EDUCATION, Expected in 1 2005
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Master of Arts: Education, Expected in 2005
Mississippi College - Clinton, MS
Bachelor of Science: Sociology/Psychology, Expected in 2001
Mississippi College - Clinton, MS
 Leadership, Negotiation Skills, Facilitation, Project Planning, Performance Evaluations, Problem Resolution, Profit and Loss, Staff Motivations, Sales, Customer Relations

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School Attended

  • Mississippi College
  • Mississippi College

Job Titles Held:

  • Director of Call Center Operations (Patient Care Group)
  • Operations Manager-AVP
  • Regional Counseling Manager


  • Master of Arts
  • Bachelor of Science

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