Jessica Claire
  • , San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary
Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
  • Data Analysis
  • Verbal and written communication
  • Performance improvements
  • Relationship-Building
  • Customer service
  • Leadership
  • Collaboration
  • Interpersonal Communication
  • Employee training
  • Excellent work ethic
  • Technical Support
  • IT Support
  • Customer Complaint Resolution
  • Troubleshooting
  • Team Building
  • Microsoft Windows, Microsoft Office, Google, Salesforce, XML, SQL Server Management Studio, Web APIs, FTP, ETL, Expensify, SSO, MFA, VPN and SharePoint
  • LRO (Lease Rent Options) is a Revenue Management application used in Multi-Family industry to analyze lease data and optimize revenue for property owners.
  • Accounting, Logistics, Technical Support
  • Administrative support, Meetings, Telephone
  • Analyst, Meeting planning, Employee training
  • Bi, Mentoring, Transportation
  • Coach, Mentor, Travel arrangements
  • Coaching, Microsoft Office, Troubleshooting
  • Interpersonal Communication, Office, VPN
  • Conferences, Microsoft Windows, Written communication
  • Clients, Organizational, XML
  • Customer satisfaction, Peachtree accounting
  • Customer service, Performance reviews
  • Data Analysis, Presentations
  • Documentation, Problem resolution
  • ETL, Project management
  • Features, QuickBooks
  • Filing, Receptionist
  • FTP, Relationship-Building
  • Functional, Research
  • Inventory, Scheduling
  • Team Building, SQL
  • Leadership, SQL Server
Work History
Manager, Technical Support, 01/2019 to Current
Hartford, CT,
  • Primary point of contact for all support and escalations tickets.
  • Resource for LRO Analyst providing in-depth knowledge of technical application.
  • Project management of migrations to new CSM software.
  • Track and monitor case load of direct reports.
  • Perform bi-weekly one on one with direct reports.
  • Complete performance reviews and salary planning.
  • Implement process procedures for case analysis and resolution.
  • Work with technical agents across products and teams within organization.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals.
  • 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.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Team Lead, LRO Product Support, 01/2018 to 01/2019
Tenable Network SecurityCharlotte, NC,
  • Act as subject matter expert for staff and customers.
  • Coach, teach, mentor employees toward goal attainment.
  • Provide resource for all product support agents - providing research and documentation.
  • Analyze data and determine root cause of problems, crisis resolution.
  • Prioritize projects and potential problems within tight deadlines.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Worked 300-850 different cases as team each month to provide optimal coverage and meet production goals.
Developer Analyst, 01/2015 to 01/2018
Advisor GroupBothell, WA,
  • Provide technical support to customers in troubleshooting Revenue Management application issues and answer questions.
  • Administer support to customers with knowledge of LRO.
  • Troubleshooting for LRO application.
  • Communicate complex topics to clients and co-workers in simple and coherent manner.
  • Perform data analysis using SQL, SSMS, Salesforce many other sources of information.
  • Provide coaching, training, mentoring, de-escalation, and motivation to staff.
  • Gained knowledge and understanding of Revenue Management.
Administrative Assistant/Receptionist, 02/2015 to 11/2015
Signature BankLewiston, ID,
  • Answer multiline telephone system while simultaneously providing administrative support.
  • Assist in meeting planning and presentations, contract filing, and travel arrangements.
  • Create new hire process by streamlining and implementing procedural documentation practice.
  • Foster interdepartmental relationships resulting in improved communication between departments.
  • Maintain several meeting calendars, scheduling, and preparation of conferences.
  • Increase proficiency of daily office operations.
  • Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
Administrative Assistant, 01/2010 to 01/2014
American Renal AssociatesCity, STATE,
  • Provide receptionist duties, administrative support, and monthly meetings documentation.
  • Assist accounting department with software transition from Peachtree accounting to QuickBooks.
  • Develop relationships with host site locations across country.
  • Create and maintain documentation for daily office operations.
  • Coordinated travel arrangements, including booking airfare, hotel and ground transportation.
  • Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
  • Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments.
  • Supported logistics for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance.
Bachelor of Arts: Psychology, Expected in
Georgia State University - Atlanta, GA

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  • Georgia State University

Job Titles Held:

  • Manager, Technical Support
  • Team Lead, LRO Product Support
  • Developer Analyst
  • Administrative Assistant/Receptionist
  • Administrative Assistant


  • Bachelor of Arts

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