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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary

Results-focused professional with strength in stakeholder relationships, team leadership, and achieving strong results. Proactive leader with strengths in communication and collaboration. Proficient in leveraging a commercial mindset with industry knowledge to promote efficiency and implementing processes for continuous improvement. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.

Skills
  • Customer Service Understanding
  • Staff Management
  • Training and Mentoring
  • Technical Support
  • Scheduling
  • Strategic Planning
  • Team Building
  • Quality Assurance
  • Policy and Procedure Modification
  • Web-Based Reporting Tools
Work History
09/2018 to Current
Loading Support Services Supervisor Shell Oil Products US City, STATE,
  • Manage $1.6mil staff and T&E of $1500 RAC budget, including contingent staff costs; came in under budget the past 2 years while encountering high turnover in team.
  • Managed team of 15+ employees on day-to-day tasks and complex problems by applying motivational and analytical strategies. Provide 24/7 support of all internal and external issue when escalations. Identify opportunities, propose & implement solutions to improve process efficiency, KPI performance, customer experience and value delivery.
  • Heavy focus on collaboration with key stakeholders to plan and manage implementation of local projects including TopTech, KOREM, ENDUR, USIB, PETROEX, A365 Phone System and Sales Force digital ticketing solution.
  • Root cause analysis on previous resolutions to uncover deficiencies in results and develop improvements.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews for staff of all tenures.
  • Prepared periodic reports to assist business leaders with key decision making and strategic operational planning.
04/2015 to 08/2018
Loading Support Services Team Lead Shell Oil Products US City, STATE,
  • Provided 24/7 on-call support for critical internal and external system interface issues.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Efficient at resolving software, hardware, and telephone issues, improving efficiency among all departments and for internal and external stakeholders.
  • Configured hardware, devices and software to set up work stations for employees.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Followed up with clients to ensure customer satisfaction following support engagement and problem resolution.
07/2006 to 12/2010
Fixed Income Broker Signature Securities Group City, STATE,
  • Grew client list from 0 at start up to 35 active accounts in year one, increasing to more than 80 client accounts within two years, while establishing over $150 million in SBA and USDA loan and loan pool trades.
  • Fostered positive business relationships to promote continued interest in trading of products and services offered.
  • Actively listened to customers needs, handled concerns quickly, and escalated major issues to supervisor.
  • Focused emphasis on punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Communicated market developments, portfolio changes and annual performance information to clients.
  • Maintained close watch on financial and operational performance of different funds and made proactive adjustments to keep portfolios in conformance with plans.
Education
Expected in 08/2006
Series 7 And Series 63 License: Financial Planning And Services
Kaplan Learning Center - Houston, TX,
GPA:
Expected in 05/1994
Other:
San Jacinto College District - Pasadena, TX
GPA:
Certifications

LEAD Certified - Leading to Engage and Deliver

Series 7 License - General Securities Representative

Series 63 License - Uniform Securities Agent

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Resume Overview

School Attended
  • Kaplan Learning Center
  • San Jacinto College District
Job Titles Held:
  • Loading Support Services Supervisor
  • Loading Support Services Team Lead
  • Fixed Income Broker
Degrees
  • Series 7 And Series 63 License
  • Other