Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

Talented and accomplished individual seeking employment which utilizes my 20 years’ experience in public service. Recognized strengths in leading, coaching, training and mentoring which enables me to demonstrate my leadership skills and educational background. Team player focused on gaining hands-on experience by working alongside tenured employees.

  • Fluent in Spanish
  • Team management
  • Team building
  • Effective oral and written communication skills
  • Initiative to work independently and collaborate with others
  • Multitask in a fast paced, high volume environment
  • Adaptability to constantly changing departmental needs, requirements, policies and procedures
  • Problem resolution
  • Administrative support
  • Organization
Front Desk Receptionist/Guest Service Representative, 05/2017 to Current
Burke Williams Day Spas Inc.City, STATE,
  • Act as a liaison, brand and gatekeeper for a busy 100 person staff at Burke Williams as first point of contact to welcome & greet guests for their services
  • Seamlessly navigate the intricacies of the entire guest experience from arrival to departure to maximize productivity and enhance customer satisfaction
  • Assist guests with gift card purchases, schedule appointments and provide information about the services and products we provide
  • Work with the massage therapists, estheticians, management to provide 5 star service to our guests
  • Identify potential new guests in improving their wellness by becoming members with our spa
  • Monitored reservations to track incoming parties and special events.
Mortgage Servicing Sales Manager; Assistant VP, 10/2009 to 06/2016
Bank Of AmericaCity, STATE,
  • Managed the Dedicated Sales team of 10-15 permanent & contracted associates responsible for servicing mortgage and HELOC loans
  • Conducted weekly and monthly performance business reviews with Unit Managers & Site Leader to discuss current performance, projected targets, team strengths and opportunities
  • Acted as a liaison and provided Spanish certification training to bilingual associates in Brea Home Loans
  • Facilitated several High Risk & Consumer Finance training to all iSeries agents in Brea Home Loans
  • Subject Matter Expert in Bankruptcy, Special Loans, Private Mortgage Insurance, Post Modifications, and HELOC
  • Acted as a liaison with on boarding of a new hire contractor class
  • Day One Connect certified coach to act as a liaison for all CSCC
  • Responsible for driving Associate Engagement as Champion for our site
  • Approve grants for Orange County Philanthropic values for job creations and donations
Home Loans Fulfillment Support Team Leader, 03/2009 to 10/2009
Bank Of AmericaCity, STATE,
  • Assisted and supported 12 Brea processing teams and 3 Business Channels with file assignments to clear 25K loans from a stagnant pipeline in 6 months
  • Led a team of 20-30 permanent & contracted support associates responsible for handling incoming phone requests pertaining mortgage loan applications and processing, loan approvals and/or status updates
  • Managed the welcome call process & 10 day letter process by ensuring our site achieved its daily goal, meeting with Unit Managers & Site Leader to establish an efficient routine for our HSS to hit their monthly goal
  • Created and audited daily reports for the associates to ensure every loan in process was reviewed
  • Mentored 20 high potential associates and assisted with the selection of promoting 6 associates to becoming HSS
  • Acted as a liaison and assisted with more complex issues, special projects, escalated calls, detailed processes, and more in depth conversations with potential homeowners
Education and Training
Bachelor of Science: Criminal Justice, Expected in 05/2021
California State University of Los Angeles - Los Angeles, CA,
A.S degree: Administration of Justice, Expected in 2017
Glendale Community College - ,
A.A degree: Liberal Arts, Expected in 2002
Glendale Community College - ,
Activities and Honors
  • 2020 Dean's List in recognition of Scholastic Achievement at CSULA
  • 2019 Dean's List in recognition of Scholastic Achievement at CSULA
  • Selected to drive the Llama project at Bank of America for Brea site 2016
  • Selected to drive We Can Assist campaign at Bank of America for Brea site 2016
  • Selected for 2015 Brea Key Talent – Top 1% on the campus of 3500 associates
  • April 2015 Retail Banking Manager Top Performer featured on Flagscape and recognized by executive Shelly Waite
  • Mentor for Future Leaders Program in 2014 & 2015
  • Responsible for raising the most money ($11,000) in the Brea campus in Home Loans CSCC for Junior Achievement, Susan Komen & United Way in 2014
  • 2014 Diversity & Inclusion Recipient for Bank of America
  • Achieved Assistant Vice President Title in 2013
  • Department Associate Satisfaction Leader in 2012, 2013 & 2014
  • Achieved National recognition in March & April 2011 for managing 2 teams in the absence of my peer
  • Led & developed Top Initiatives (ASSET) in Customer Service for Pasadena Credit Card Services in 2007-2008

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Resume Overview

School Attended

  • California State University of Los Angeles
  • Glendale Community College
  • Glendale Community College

Job Titles Held:

  • Front Desk Receptionist/Guest Service Representative
  • Mortgage Servicing Sales Manager; Assistant VP
  • Home Loans Fulfillment Support Team Leader


  • Bachelor of Science
  • A.S degree
  • A.A degree

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