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

Goal-oriented Customer Service Manager with 5 years of experience leading and motivating a customer service team. Detail-focused and driven to help employees succeed in meeting and exceeding business and professional goals. Charming leader skilled in communication and collaboration for best-in-class service.

  • Budgeting and Reporting
  • Customer-focused
  • Inter-department collaboration
  • MS Office expert
  • Personnel training and development
  • Process improvement specialist
Work History
01/2018 to Current Continuous Quality Improvement Analyst Suncoast Schools Federal Credit Union | Tampa, FL,

• Conduct qualitative and quantitative data collection, including completing stakeholder interviews and case record reviews.
• Demonstrate awareness of resources available to clients and other team members.
• Document and report issues with compliance, standards of care and quality assurance requirements.
• Implement methodologies, evaluations and analysis plans.
• Ongoing efforts to understand service delivery system for programs administered by states and monitored by federal regulators.
• Serve on Diversity and Inclusion Philanthropic Working Sub-group.
• Write monthly reports to amplify strengths and highlight areas in need of improvement.

01/2006 to 01/2018 Executive Assistant to the Director, Court Service Administrative Office Of The Courts | City, STATE,

• Acted on behalf of the Director to establish priorities and resolve problems that were administrative in nature.

• Analyzed processes and practices to develop strategies that improved efficiency.

• Created new programs that resulted in increasing productivity and customer satisfaction.

• Maintain client relationships and generate new ones, prepare contracts, coordinate month end remittance to clients, data entry.

• Managed quality assurance program, including on-site evaluations, internal audits and client surveys.

• Participated in meetings on Director's behalf inform after the fact.

• Prepared financial statements, grant reports, and various other monthly, quarterly and annual financial reporting.

• Scheduled meetings,recorded meetings to transcribed minutes for dissemination, track and update action items.

• Tackled and addressed top-level, high-priority issues while maintaining professional administrative discretion.

03/2000 to 03/2005 Call Center Customer Service Supervisor Transamerica Worksite Management Insurance Agency | City, STATE,
  • Analyzed complex accounting systems to obtained comprehensive picture of what to keep, change, normalize or assimilate post-merger.
  • Collaborated to frame effective policy approaches and developed comprehensive training manual.
  • Coached and developed employees to meet targets or move bar to improve performance.
  • Evaluated calls to assess performance of customer service representatives.
  • Gathered information regarding insurance products, group billing and agent commissions during merge and acquisition.
  • Identified and promoted employees that welcome more responsibility and demonstrate advancements in professional skills and knowledge.
  • Maintained cheerful outlook and collaborative work environment to build mutual respect and trust.
  • Performed ongoing customer service representative performance reviews and evaluations for 8 call center employees.
  • Reviewed complex group billing records to resolve any unaddressed concerns customer service billing issue.
  • Provide opportunities for ongoing training and professional development to all employees throughout their tenure.
Expected in Bachelor of Arts | Speech Communications University Of Arkansas At Little Rock, Little Rock, AR GPA:
Expected in 08/2020 Executive Master of Public Service | Public Service University Of Arkansas Clinton School Of Public Service, Little Rock, AR, GPA:

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School Attended

  • University Of Arkansas At Little Rock
  • University Of Arkansas Clinton School Of Public Service

Job Titles Held:

  • Continuous Quality Improvement Analyst
  • Executive Assistant to the Director, Court Service
  • Call Center Customer Service Supervisor


  • Bachelor of Arts
  • Executive Master of Public Service

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