Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Enthusiastic and infectiously positive team manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Proven success in leadership, creating exceptional customer experience, and driving operational development. Recognized for inspiring team members to excel and promoting a productive work environment.

  • Strong interpersonal skills
  • Microsoft Office and Google Suit skills
  • Adaptable and quick to learn
  • Top tier customer service skills
  • Innate leadership skills
  • Motivated, organized, and self managed
  • Problem solving and conflict resolution skills
  • Strong communication skills
Work History
Loan Processing Section Manager I, 11/2019 - 05/2021
Guild Holdings Company Albuquerque, NM,
  • Responsible for overseeing day to day operations in a contact center environment, serving as a subject matter expert to the team
  • Coach and develop reps on QA, metric performance, errors, and overall performance by hosting meetings with 5-10 reps per week.
  • Lead monthly "Bridge the Gap" meetings between multiple departments in order to ensure all updates and issues are properly communicated.
  • Prepare and present the agenda each week for team meetings to cover departments wins, process updates, rep questions, KPI review and more.
  • Interview, onboard, and train multiple new hire classes
  • Create updated materials for training such as guides, quizzes, and team activities.
  • Provide motivation for the team through incentive competitions, regular spotlight recognition, and one on one conversations
  • Create email communications and resources for the team to support process updates, as well as managing the maintenance of the team knowledge base.
  • Responsible for for sending and completing daily reports (I.e touch reports, Intraday reports, email assignments, and KPI)
  • Monitor service levels to ensure goals are being met, and offering VTO and overtime when appropriate
  • Remote work and office experience- supported team during company wide shift to work from home during the pandemic
  • Regularly selected as manager of the month for high performance
  • Jira, Service Now, Greenhouse, Workday, and workforce management experience
Loan Processor I, 09/2018 - 11/2019
Fooda Orange County, CA,
  • Responsible for processing customers loan and Line of Credit Applications.
  • Requested documentation from customers via phone and email, processed and verified documents, and ultimately decisioned the customers applications.
  • Consistently ranked as the first or second rep on the shift, averaging in the top 10- 20% of my peers for production.
  • Averaged between 118% - 142% to goal for point per hour
  • Averaged between 136%- 157.87% to goal for account worked per hour
  • Maintained one of the strongest QA's on the team with an average QA of 95.87% for Jan- Aug of 2019
  • Ran hourly reports and Intraday reports as needed by management
  • Assisted management with new projects such as testing new processes and developing tools for other reps
  • Trained PIL (partner in learning), and assist with training multiple new hire classes
  • Served as a resource to other reps on the floor as well as to management
  • Train new hire classes on working emails, and created an email template guide for the team to use
Application Support Representative I, 11/2017 - 09/2018
Watermark Retirement Communities Oviedo, FL,
  • Sales representative responsible for answering inbound calls, as well as making outbound operational calls
  • Responsible for assisting customers with filling out loan applications over via phone, as well as guiding them through signing the loan agreement
  • Averaged 1.15 - 1.35 applications signed per hour
  • Answering any customer questions (such as providing estimates, payments amounts, due dates, etc) pertaining to their loan or line of credit.
  • Maintained high QA scores of 90% or above each month
  • Upheld average call handle times of 5:53 or lower each month
  • Generally ranked in the top 20-35% of the team for production
  • Member of the Associate Engagement Committee
  • Assisted with training multiple new hire classes once certified as a PIL (partner in learning)
  • Served as a resource to all team members, always willing to help and answer any questions
  • Attended multiple classes offered by Enova; Tackling tough Calls, SQUASH your Stress, and Partners in Learning: New Hire Support.
Catering Manager, 09/2016 - 10/2017
Chipotle Mexican Grill City, STATE,
  • Set up and processed all catering and online orders, typically processing 50+ online orders a day, and 2-5 caterings a week.
  • Lead team members during preparation of catering orders to ensure high quality results.
  • Completed customer call backs for all orders to ensure customer satisfaction and document customer feedback.
  • Tracked and documented catering and online sales percentages, increasing online sales by an average of 5% monthly
  • Set up and managed fundraisers with local companies and organizations to increase business.
  • Cash handling
  • Fully trained on line, prep, and cash
Sales Associate, 10/2015 - 03/2017
Vans City, STATE,
  • Prepared merchandise for sales floor by pricing or tagging.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Answered customer questions regarding sizing, accessories and proper care for merchandise.
  • Provided positive first impressions to welcome existing, new and potential customers.
  • Trained cashier and responsible cash handler.
  • Assisted with inventory and and organization of the stock room.
  • Responsible for maintaining cleanliness of the store.
  • Recognized as sales associate of the month on multiple occasions.
High School Diploma: , Expected in 05/2015
Grayslake Central High School - Grayslake, IL

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School Attended

  • Grayslake Central High School

Job Titles Held:

  • Loan Processing Section Manager I
  • Loan Processor I
  • Application Support Representative I
  • Catering Manager
  • Sales Associate


  • High School Diploma

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