marketer resolution representative resume example with 19+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Customer relations and process management expert with over 30 years of utility business acumen. As an initiative-taking and meticulous leader with a variety of strengths in employee relations processes, I oversaw roughly 1700 call center personnel. Recognized for assembling effective teams to support any work environment. Highly acclaimed for managing diverse work teams, fostering an inclusive work environment, and optimizing team leadership to achieve company standards and goals.

  • Customer Service
  • Microsoft Office
  • Process Management
  • Conflict Management
  • Call Monitoring
  • Data analytics
  • Work Force Management
  • Payroll
  • Employee Benefits
  • FMLA
  • Labor Relations
  • Customer Relationship Management
  • Project Management
  • Employee Coaching and Motivation
  • Process Improvement
  • Data Analytics
  • Administration and Reporting
  • Human Resource Management
  • Verbal and Written Communication
  • Information Confidentiality
  • Quality Assurance Evaluation
  • Consulting
  • Workforce Improvements
  • Workforce Planning
  • Quality Assurance
  • Office Management
  • Customer Support
  • Schedule Management
Work History
01/2022 to 05/2022
Marketer Resolution Representative Lockton Saint Louis, MO,
  • Resolve Marketer inquiries (e.g., company operations, services policies, practices, rates, meter readings, Landlord Agreements (CAN), medical overrides, email inquiries, billing inquiries)
  • Work with marketers to avoid regulatory complaints
  • Identify and document process improvements
  • Accurate documentation and record keeping in GCMA
  • Address consumer threats with leadership, security, and marketing
  • Assist Account Executives with residential and commercial rate processing
  • Maintain awareness of all corporate products, services and adhere to established procedures and quality requirements required by the Public Service Commission (PSC)
  • Respond to emergency situations, customer inquiries and general information request via phone, email, or the internet
  • Adjust and plan accordingly to meet and exceed establish KPI targets
01/2020 to 08/2021
Claims Specialist State Farm City, STATE,
  • Provide excellent customer service while managing lower complexity claims, recognizing, and expediting escalation to other functional areas to ensure customer satisfaction
  • Collection of information from internal and external clients via phone and other communication methods
  • Ability to understand and communicate with clients in a contact center setting
  • Excellent multitasker with a wide range of computer applications
  • Adaptability to changing work settings, call volumes, and client personalities
  • Previously licensed in P&C, Auto, and Life Insurance (multiple states)
06/2014 to 03/2019
Service Manager Customer Relations AT&T City, STATE,
  • For customer service inquires on large business accounts to determine if key order specifications are complete and processed
  • Created a positive process and timeframe with the client, sales, network, and operations
  • Assist with the provisioning and deployment of complex orders
  • Resolve customer issues to ensure purchase and installation satisfaction
  • Extracts, analyzes, and customizes data for provisioning, maintenance, and billing
  • Troubleshoot and fix complicated client address issues using telecommunication networks
  • Assists in developing client specific action plans to address service issues and/or billing escalations, develops service agreements and provides reports/tools to monitor performance
05/2001 to 06/2014
Call Center Administrative Manager AT&T City, STATE,
  • Manage Net Promoter Score (NPS), call center analytics, operations strategy, and alignment
  • Manage and administer the Sales Center's Work Force Management processes by creating and implementing operational plans to ensure optimal productivity through adherence and schedule monitoring
  • Analyze, validate, and report on call center productivity measures for the region
  • Manage and adjust employee schedules to accommodate increased call volume, training, development, and peer to peer coaching
  • Maintained the region's SharePoint site
  • Oversaw work schedules, payroll, benefits, attendance, training and development and call observations for over 1700 call center employees
  • Subject Matter Expert (SME) of Labor Contract and served on union grievances, panels, and arbitrations
Expected in to to
Associate of Applied Science: Human Resource Management
Georgia Piedmont Technical College - Covington, Georgia,
Expected in to to
Professional Human Resources (PHR) :
Human Resource Certification Institute - ,
Expected in to to
Supervisor/Management Specialist:
Georgia Piedmont Technical College - Covington, Georgia,

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Resume Overview

School Attended

  • Georgia Piedmont Technical College
  • Human Resource Certification Institute
  • Georgia Piedmont Technical College

Job Titles Held:

  • Marketer Resolution Representative
  • Claims Specialist
  • Service Manager Customer Relations
  • Call Center Administrative Manager


  • Associate of Applied Science
  • Professional Human Resources (PHR)
  • Supervisor/Management Specialist

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