Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

Customer-focused Representative with a proved capacity to troubleshoot issues to ensure customer satisfaction.Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

  • High customer service standards
  • Service solutions expert
  • Conflict resolution proficiency
  • Devoted to data integrity
  • Strong problem solving ability
  • Telecommunications knowledge
  • Negotiation competency
  • Proficient with Microsoft Office Suite
  • Proficient in customer account software
  • Multi-channel contact center software

Managed call flow with up to 100+ calls in queue per minute. Exceeded corporate target for customer satisfaction for 6 months in a row.

08/2010 to 08/2013 Medicare Call Center Representative Hcc Life Insurance | Remote, CA,

Clearly communicated with current and future Medicare policy holders. Provides knowledgeable responses to inquiries (ia phone, web chat, email, TTY, fax and written correspondence) in a courteous and professional manner. Maintain up to date knowledge of regulations, processing procedures and policies. Use Medicare database to look up and provide information to inquiries. Adhered to the Privacy Act and Health Portability and Accountability Act requirements as it related to confidentiality of information released. Assisted with delivery of internal employee training for new and temporary employees as requested. Attended monthly and quarterly company meetings for updated policies and procedures.

06/2008 to 08/2010 Travel Insurance Agent Triumph Bancorp, Inc. | Elgin, IL,

Assisted callers with becoming new policy holders. Help existing policy holders with filing claims while out of town on business or vacation. Directed policy holders to the nearest hospital facilities for medical attention. Collected customer feedback and made process changes to exceed customer satisfaction goals.Made reasonable procedure exceptions to accommodate unusual customer requests.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

04/2006 to 05/2008 Account Resolution Specialist Capital One | City, STATE,

Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries.Addressed customer service inquiries in a timely and accurate fashion.Developed effective relationships with all call center departments through clear communication.Built customer loyalty by placing follow-up calls for customers who reported product issues.

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    Job Titles Held:

    • Medicare Call Center Representative
    • Travel Insurance Agent
    • Account Resolution Specialist


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