Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Devoted to satisfying customers and driving company loyalty. Knowledgeable and dedicated customer service professional with extensive experience in banking and telecommunication industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

  • Teamwork / Collaboration
  • MS Office proficiency
  • Technical support
  • Call center experience
  • Professional telephone demeanor
  • Computer proficient
  • Client Needs Assessment
  • Product Knowledge
  • Customer Complaint Resolution
  • Prospecting Clients
  • Quality Management
Work History
06/2020 to 02/2021 Home Lending Associate Globe Life Inc. | Culver City, CA,
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Served customers in friendly, efficient manner following outlined steps of service.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.
  • Conducted research, gathered information from multiple sources and presented results.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Provided positive first impressions to welcome existing, new and potential customers.
  • Solved customer challenges by offering relevant products and services.
12/2014 to 01/2020 Customer Service Advocate First Tech Credit Union | N/A, CA,
  • Educated and encouraged customers to promote self-sufficiency with online and mobile access tools
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
  • Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
  • Assisted customers with needs such as opening accounts, updating account details and signing up for new services
  • Exceeded company productivity standards by 92% on consistent basis, handling more than 40 escalated calls each day
  • Assisted 40 customers per hour, greeting with upbeat attitude and high-quality scores, and exceeded revenue allocation per year
07/2010 to 11/2014 Collector Us Bank | Glendora, CA,
  • Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals
  • Documented changes in accounts noting regarding what occurred on call, what payment schedule was agreed to, and how account will be resolved moving forward
  • Evaluated, researched and resolved discrepancies
  • Reviewed accounts for compliance with repayment agreements
  • Maintained compliance with fair debt practices and regulatory guidelines
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account
  • Achieved performance goals on consistent basis
  • Overcame objections by applying advanced training and persuasion techniques
  • Used scripted conversation prompts to convey current account information and obtain payments
  • Met demands of busy collections group by performing high volume of daily calls by keeping calls under 500 seconds on a consistent basis
02/2009 to 03/2010 Mortgage Collector Bank Of America | City, STATE,
  • Produced budget tools, educational support and referrals for clients
  • Assessed individual client situations and made targeted recommendations for products and services to resolve specific situations
  • Received and submitted customer payments to further reduce open account balances
  • Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
  • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
  • Responded to more than 85 telephone calls each day, answering questions and collecting information about modification required documents
Expected in 1995 GED | Potomac Job Corps, Washington, DC, GPA:

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Resume Overview

School Attended

  • Potomac Job Corps

Job Titles Held:

  • Home Lending Associate
  • Customer Service Advocate
  • Collector
  • Mortgage Collector


  • GED

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