Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Versatile and successful leader committed to consistent growth while providing consumers superb care and resolution. Excellent verbal and written communication skills through multiple interfacing activities with varying clientele. Consistently exceed expectations by exploring customer requests and various ways to add value to customer care experience. Dedicated to reliability, resourcefulness and efficiency. Professional and courteous with excellent problem-solving abilities.

  • Effective and empathetic leader
  • Trend detection and analysis
  • Coaching and mentoring
  • Relationship building
  • Flexible & Adaptable
  • Critical thinking
Work History
11/2019 to 05/2021
Executive Relations Supervisor Procter Fort Worth, TX,

Provide leadership and support to a team of executive relations Analysts and Senior Analysts who care for customer concerns directed to our executive leadership and government and non-government agencies.

  • Led a team of 8-12 Analysts and Senior Analysts from 81% job satisfaction rating to 92% job satisfaction rating rating while establishing policies and procedures that produce high-quality customer service
  • Resolved highly escalated verbal complaints as well as, written complaints to our President, EVP, Executive Leadership and Regulatory Agencies including the FCC, BBB and Attorney General while adhering to strict contact and resolution service levels with minimal oversight
  • Proactively solicit employee input, sharing that information with business leaders to drive a white glove concierge customer experience
  • Developed service level goals focused on response times, customer satisfaction, and issue resolution
  • Partnered with sales, collections, application support, financial Ops, and Product Management teams to design and implement seamless experience for First Contact resolution
  • Demonstrated a strong ability for creating relationships across the business; breaking down silos where they exist to ensure focus on the customer and shareholder value.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns with a career progression rate of 22%
  • Utilized skills in data management, analysis, and processing to translate information and research into actionable insights and recommendations (Tableau, Teradata, SAS, EDW, CERS, Salesforce)
  • Ensure employees understand how daily tasks perform mitigate risk and protect Verizon's brand and reputation
  • Established and updated work schedules to account for changing staff levels and case forecast
  • Partner with Human Resources for interview processes, selection, and onboard new employees
  • Ensured that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
11/2017 to 11/2019
Customer Service Operations Lead Verizon City, STATE,
  • Evaluated and responded rapidly to market shifts to make changes to corporate processes to align outcomes with strategic goals and corporate vision
  • Gathered and analyzed large amounts of data to determine improvement projections using CRM software
  • Use Voice of the Customer and Voice of the Employee to evaluate company systems, programs, and policies for over 42 process improvements
  • Decreased 32% of manual reviews for requesting change or information by implementing bot technology
  • Drove testing, implementation and training of the Promo Correction Application; driving 66% efficiency gain for offline teams and real-time resolution for front-line representatives
  • Plan, track and manage projects using Jira, Confluence, and other agile software
  • Developed and maintained courteous and effective working relationships
  • Partner with multiple cross-functional teams to agree upon scope and requirements, ensuring value and customer satisfaction
  • Managed and participated in daily Agile Scrum meetings to provide project status updates and develop strategies to move projects forward to completion
  • Managed Enterprise Data Warehouse work-stream through five initiatives to enhance customer experience around speed, simplicity, and flexibility by removing channel-specific legacy constraints impacting the Verizon experience
  • Remove or escalate impediments, risks, and issues to ensure timely completion of project tasks
  • Experience capturing and prioritizing business requirements via epics, user stories, flow diagrams, story maps, and/or other formats
  • Analyze and implement user interfaces (UI) and user experience (UX), utilizing data analytics for business viability
06/2016 to 11/2017
Customer Service Operations Trainer Verizon City, STATE,
  • Implemented and developed customer service training processes.
  • Scheduled, created and taught in class and online courses to increase learning opportunities.
  • Assessed department needs to develop effective training plans.
  • Trained staff on operating procedures and company services.
  • Developed individualized plans to help trainee's reach goals within predetermined timelines.
  • Monitored participant workflow and behaviors throughout training process.
  • Tracked trainee's progress in Google sheets and adapted plans to maintain progress.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Cross-trained and backed up other customer service managers.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
03/2016 to 06/2016
Customer Service Operations Analyst Verizon City, STATE,
  • Oversaw daily operations to ensure high levels of productivity for over 60+ projects
  • Achieved KPI by effectively managing processes with >15% discrepancies
  • Identified opportunities to automate/streamline quality and compliance efforts
  • Utilized Tableau to help create data that can be understood by professionals at any level in the organization
  • Utilized Sharepoint to create centralized dashboard for performance updates, leadership announcements, and updates to department policies and procedures
  • Quickly learned new skills (HTML and CSS coding, Google app script and other Google tools) and applied them to daily tasks, improving efficiency and productivity
  • Provide stakeholders with daily report of workload including process, volume, and date of oldest work
  • Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues
  • Actively listen to internal customers' requests, confirming full understanding before addressing concerns and creating process layout
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Assessed practical aspects of business operations to enable sound and practical recommendations to stakeholders
  • Developed performance metrics derived from raw company data to track improvements in organizational efficiency
  • Set and attended department meetings to understand business drivers, project initiatives, gaps in achieving initiatives, and opportunities
  • Remove or escalate barriers, risks, and issues to ensure timely completion of project tasks
  • Reviewed performance evaluations and methods of inspection to ensure quality processes are relevant and business risks are mitigated
  • Provided guidance and support related to various review and evaluation aspects, including but not, limited to assisting with action plans and follow-up on plan execution
  • Aligned department activities and initiatives to support and enhance the objectives of the organization.
Expected in
BBA: Project Management
Strayer University - Washington, DC
Expected in 12/2021
MBA: Business Administration
Strayer University - Washington, DC
  • Certified Scrum Master, Scrum Alliance
  • Certified Scrum Product Owner, Scrum Alliance
  • Certificate in Entrepreneurship, Midlands Technical College
  • Modern Classroom Certified Trainer
  • VLSS Lean Six Sigma- Green Belt
  • Certificate in FinTech Law and Policy, Duke University
  • Certificate in Behavior Finance, Duke University
  • Professional Certificate SAS Visual Business Analytics
  • Professional Certificate Google Project Management

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Resume Overview

School Attended

  • Strayer University
  • Strayer University

Job Titles Held:

  • Executive Relations Supervisor
  • Customer Service Operations Lead
  • Customer Service Operations Trainer
  • Customer Service Operations Analyst


  • BBA
  • MBA

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