Livecareer-Resume
Jessica Claire
  • , San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary
Effective leader and communicator who employs empathy, transparency, and collaboration to appease stakeholders both internally and externally. A positive thinker who strives to find in the moment solutions while relying on patience and persistence in working towards goals.
Skills
  • Boarding & Training
  • Problem Solving & Process Improvement
  • Inter-department collaboration
  • Customer Relationship Management Software (CRM)
  • Metrics & Reporting
  • Outreach (Messaging/Engagement)
  • Google Suite
  • Account Management
  • Audio
  • CRM
  • Customer Relationship Management
  • Customer Support
  • Functional
  • Instructing
  • Inventory
  • Leadership
  • Macros
  • Managing
  • Mentoring
  • Merchandising
  • Messaging
  • POS
  • Problem Solving
  • Process Improvement
  • Rapport
  • Reporting
  • Retail
  • Sales
  • Shadow
Work History
ESCALATED SUPPORT TEAM LEAD, 02/2019 - Current
Bcfs Washington, DC,
  • Managing a team of specialists with primary focuses of customer retention and growth, as well as handling escalated situations from our Sales, Account Management, and Customer Support teams.
  • Reduced volume by 80% and TTFR by 75% in one quarter by creating and leading a cross-functional initiative including Support, Account Management, S&O, and Sales teams.
  • Maintained an average ~85% department CSat, compared to industry standard 70%, by implementing product specific case types, macros, and escalation paths to measure most common issues to then escalate to our Product Team.
  • Built rapport and strong working relationships with customers by triaging all daily feedback for advocates to take action upon and address individually with customers.
  • Developed and facilitated training material for new teammates.
  • Improved for each new session based upon product updates and internal feedback from existing advocates.
ADVOCATE, 09/2017 - 02/2019
Best Buy Yorba Linda, CA,
  • Supported high GPV customers, focusing on the Square for Retail POS.
  • Found in the moment solutions for issues including app management, deposit/transaction details, and advanced reporting.
  • Assisted with the creation and implementation of inventory systems.
  • Conducted shadow sessions with General Queue advocates.
  • Escalated feedback, whether sharing joy in customer triumphs or providing moral support through difficult experiences.
PROJECT TEAM SPECIALIST, 12/2015 - 09/2017
Best Buy City, STATE,
  • Traveled 70% of the year, accommodating to new work-sites and local contractors.
  • Primary duties included merchandising, construction and reorganization of fixtures, as well as installation and maintenance of audio-visual systems Efficient communication throughout the team was necessary to complete multiple projects across larger scopes of work.
  • Trained and supported new teammates during their introductory period.
  • Helped create service manuals instructing other teams on new procedures.
Education
Bachelor of Science: Interpersonal Speech Communication, Expected in 12/2013
-
Southern Illinois University Carbondale - Carbondale, IL
GPA:
Associate of Arts: Journalism, Expected in 06/2011
-
Lincoln Land Community College - Springfield, IL
GPA:
Work History
ESCALATED SUPPORT TEAM LEAD, 02/2019 - Current
Caviar for Companies Chicago, IL
  • Managing a team of specialists with primary focuses of customer retention and growth, as well as handling escalated situations from our Sales, Account Management, and Customer Support teams.
  • Reduced volume by 80% and TTFR by 75% in one quarter by creating and leading a cross-functional initiative including Support, Account Management, S&O, and Sales teams.
  • Maintained an average ~85% department CSat, compared to industry standard 70%, by implementing product specific case types, macros, and escalation paths to measure most common issues to then escalate to our Product Team.
  • Built rapport and strong working relationships with customers by triaging all daily feedback for advocates to take action upon and address individually with customers.
  • Developed and facilitated training material for new teammates.
  • Improved for each new session based upon product updates and internal feedback from existing advocates.
ADVOCATE, 09/2017 - 02/2019
PRIORITY QUEUE, Square St. Louis, MO
  • Supported high GPV customers, focusing on the Square for Retail POS.
  • Found in the moment solutions for issues including app management, deposit/transaction details, and advanced reporting.
  • Assisted with the creation and implementation of inventory systems.
  • Conducted shadow sessions with General Queue advocates.
  • Escalated feedback, whether sharing joy in customer triumphs or providing moral support through difficult experiences.
PROJECT TEAM SPECIALIST, 12/2015 - 09/2017
Best Buy St. Louis, MO
  • Traveled 70% of the year, accommodating to new work-sites and local contractors.
  • Primary duties included merchandising, construction and reorganization of fixtures, as well as installation and maintenance of audio-visual systems Efficient communication throughout the team was necessary to complete multiple projects across larger scopes of work.
  • Trained and supported new teammates during their introductory period.
  • Helped create service manuals instructing other teams on new procedures.
Skills
  • Boarding & Training
  • Problem Solving & Process Improvement
  • Inter-department collaboration
  • Customer Relationship Management Software (CRM)
  • Metrics & Reporting
  • Outreach (Messaging/Engagement)
  • Google Suite,
  • Account Management, audio, CRM, Customer Relationship Management, Customer Support, functional, instructing, inventory, Leadership, macros, Managing, Mentoring, merchandising, Messaging, POS, Problem Solving, Process Improvement, rapport, Reporting, Retail, Sales, shadow
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    Resume Overview

    School Attended

    • Southern Illinois University Carbondale
    • Lincoln Land Community College

    Job Titles Held:

    • ESCALATED SUPPORT TEAM LEAD
    • ADVOCATE
    • PROJECT TEAM SPECIALIST

    Degrees

    • Bachelor of Science
    • Associate of Arts

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