Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
IT Call Center Manger, 08/2017 to Current
Ufc GymSunnyvale, CA,
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Resolved average of 50+ inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented customer inquiries and feedback, including service delivery suggestions in company database.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Maintained 90% satisfaction rating with customers by providing exceptional service and support.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Shared detailed information regarding mobile options to help customers make decisions.
  • Documented conversations with customers to track requests, problems and solutions.
Operations Manager, 06/2016 to 07/2017
Passport And Visa Online LLCCity, STATE,
  • Established organizational vision and developed strategies to achieve sales and customer service goals.
  • Established work priorities to meet contractual obligations for schedule and installations.
  • Mitigated risk by promoting regulatory compliance for representative licensing and contracting protocol.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Managed multiple departmental associates to provide optimal productivity for multi-building campus.
  • Analyzed strategic, core and support processes and recommended improvements to streamline processes.
  • Defined project roadmap to solidify project objectives and milestones.
  • Resolved issues, including challenges regarding circuits, websites, vendors and telecoms.
  • Performed timely and budget-complying project management on multi-faceted issues.
  • Designed performance metrics to provide traceability through organization and advance tactical and strategic business goals.
  • Reduced process lags and effectively trained team members on best practices and protocol.
  • Supported corporate committee and generated status update reports on strategy and initiative effectiveness while offering corrective actions.
Manager of Business Development and Sales, 02/2012 to 05/2016
Shiny Way International EducationCity, STATE,
  • Fostered relationships with customers to expand customer base and enhance loyalty and retention.
  • Penetrated new markets by investigating competitor products, services and trends.
  • Implemented creative sales and marketing strategies to assist sales team with reaching targets.
  • Supported all sales team members to drive growth and development.
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Contacted customers via phone and email to explore connections, offer services and cement relationships.
  • Elevated team performance via strategic planning and coaching in areas of prospecting, sales and value-added presentations.
  • Built sales forecasts and schedules to reflect desired productivity targets.
  • Boosted profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
  • Created presentation materials for sales, customer relations, and management purposes.
  • Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
  • Established sales goals and strategies that contributed to increased growth in sales and profitability.
  • Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge.
  • Spearheaded sales meetings with staff, division president, closing coordinator and construction manager to share best practices for process improvements.
  • Optimized sales and marketing directives by closely monitoring employee progress, reviewing regional and local markets and effectively managing inventories.
Education and Training
Master of Arts: Sports Humanist Sociology, Expected in 07/2012
Shanxi Normal University - Linfen, China,
Associate of Arts: Cyber Operations And Warfare, Expected in 05/2023
Northern Virginia Community College - Annandale, VA
  • Consistently maintained high customer satisfaction ratings.
  • Exceeded sales goals by an average of 20% in 2019
  • Recognized as Employee of the 2020 for outstanding performance and team contributions.
  • Led team to achieve sales goal, earning recognition from upper management and financial reward.
  • Call center operations
  • Customer communications
  • Providing customer support
  • Quality control
  • CRM system expert
  • Quality assurance optimization
  • Data entry
  • Inbound phone call management
  • Professional telephone voice
  • Data gathering
  • Interpersonal skills
  • Prospecting skills
  • Training and Development
  • Analytical abilities

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Resume Overview

School Attended

  • Shanxi Normal University
  • Northern Virginia Community College

Job Titles Held:

  • IT Call Center Manger
  • Operations Manager
  • Manager of Business Development and Sales


  • Master of Arts
  • Associate of Arts

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