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

Results-oriented Customer Service Manager with diverse background in management, customer service and troubleshooting technical issues. Dedicated to providing excellent customer service, process improvement and resolving technical issues with various software and equipment. Have experience in troubleshooting desktop computers, laptops, printers, POS devices, and IOS devices. I excellent communication and customer service skills.

  • Technical troubleshooting
  • Software upgrades
  • Equipment repair
  • Service desk support
  • Hardware diagnostics
  • Hardware configuration
  • Computer maintenance
  • Application installations
  • Hardware upgrades
  • Leadership
  • Collaboration
  • Customer support
10/2018 to Current Help Desk Technician Books-A-Million, Inc. | Findlay, OH,
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Managed user profiles, security access and shared file structures.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
  • Maintained records, logs and lifecycle documentation of work requests.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Processed average of 20 inbound and outbound technical support calls.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Handled large volume of phone calls, chat and emails in support of hotspot and chromebook systems.
  • Managed IT setup and service requests for hardware, classroom software and communication software (zoom) for local and remote users.
  • Responded to 15 individual tickets every week to provide end-user support on systems and software.
  • Advised users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
06/2011 to 10/2018 Customer Service Manager Canndescent | Buena Park, CA,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Evaluated and authenticated returns, exchanges and voids.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
  • Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Led team engaged in delivering assistance to customer service department on daily basis.
06/2010 to 06/2011 Cashier City Of Seabrook | Seabrook, TX,
  • Operated cash register, collected payments and provided accurate change.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Helped customers find specific products, answered questions and offered product advice.
  • Worked closely with front-end staff to assist customers.
  • Processed all sales transactions promptly to prevent long customer wait times.
  • Trained new team members in cash register operation, stock procedures and customer service.
  • Maintained high productivity by processing cash, credit, debit and voucher program payments for customers.
  • Wrapped items and bagged purchases properly to prevent merchandise breakage.
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Maximized sales potential by preparing, storing, rotating and merchandising products at point-of-sale.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Scanned customer purchases and supported transactions to streamline sales process.
  • Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands.
  • Verified customer identification for alcohol or tobacco purchases.
  • Inspected items for damage and obtained replacements for customers.
  • Answered customer quests, provided store information and escorted to desired store areas.
  • Observed company return policy when processing refunds by inspecting merchandise for wear or damage.
  • Promoted specific item options to drive sales and achieve add-on purchases.
Education and Training
Expected in 2014 Associates Degree | Science Lewis and Clark Community College, Godfrey, IL GPA:
Expected in 05/2008 High School Diploma | Alton High School, Alton, IL, GPA:
  • 7 years of customer service.
  • Conflict resolution techniques.
  • Management of employees.
  • Focused on customer satisfactions.
  • Training and development of employees Customer Service Manager 2011 – Present Supervise cashier activities, audit registers daily, resolved customer complaints, questions and concerns.
  • Organize and manage the layaway department.
  • Correct product placement and ensure company policies and compliances are followed.
  • Troubleshoot technical issues with registers, computers and printers.
  • Cashier 2010 – 2011 Executed cash transaction quickly and accurately, handled products and equipment, checked out customers and bagged items quickly.
  • Served shoppers in a prompt, courteous and friendly manner.

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School Attended

  • Lewis and Clark Community College
  • Alton High School

Job Titles Held:

  • Help Desk Technician
  • Customer Service Manager
  • Cashier


  • Associates Degree
  • High School Diploma

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