Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Detail-oriented Member Service Supervisor with 20 years in Customer Service industry. Service-oriented mindset with flexible approach to serving organization members. Successful track record establishing programs, coaching and developing highly successful team and building organizational value.

  • Recruitment
  • Team leadership
  • Conflict resolution
  • Workflow planning
  • Research and due diligence
  • Microsoft Office Suite expert
  • Personable and outgoing
  • Goal-oriented
  • Driven and highly motivated
  • Compliance expertise
  • Staffing and scheduling
  • Staff training and development
Work History
Member Services Supervisor, 06/2014 to Current
Cvs HealthGlastonbury, CT,
  • Trained, mentored and evaluated employees on service quality, production, knowledge and performance
  • Motivated staff to perform at peak efficiency and quality
  • Oversees Member Services Phones/Chat/Email Team Operation with 15-20 direct reports.
  • Recruiting new hires and conducting interviews
  • Create a unique and positive Member Experience to maintain and improve Customer Satisfaction and NPS
  • Communicates scheduling to employees and devises workable plan to accommodate business need
  • Ensure all incoming inquiries from client and/or customers are executed in a professional, polite, and courteous manner
  • Documents evaluations and submits documentation of representative performance progression bi-weekly
  • Meet all Goals and Objectives (weekly, monthly and quarterly)
  • Knowledge, understanding, and compliance with company's policies and procedures
  • Communicates with other departments and management to resolve problems
  • Makes recommendations to management concerning staff and improvement of procedures
  • Plans and develops improved procedures
  • Creates and maintains positive, respectful work environment for staff
  • Accountable for all decisions, actions, and directives with respect to job responsibilities
  • Processes weekly payroll with full time and potential temporary staff
  • Monitor and resolve Social media inquiries
  • Strong background with Microsoft Office (Word, Excel, PowerPoint, Outlook, Box, OneNote, SharePoint, OneDrive) and ZenDesk
Supervisor Customer Loyalty Team, 10/2004 to 02/2011
Jo-Ann FabricsOntario, CA,
  • Managed quality assurance program including on site evaluations, internal audits and customer surveys
  • Effectively managed team of 10-20 employees in daily operations of customer loyalty department
  • Payroll ADP
  • Guide, train and develop team members to provide outstanding customer service and to reach their goals within company
  • Responsible for coaching, mentoring, and motivating team members to goals and standards are met successfully while maintaining positive morale
  • Responsible for maintaining positive rapport with all customers, employees and merchant relations
  • Responsible for preparing employee performance reviews and prepare any follow-up documentation necessary
  • Conducted weekly one on one and team meetings with direct reports
  • Monitor scheduling, call volume, emails, website functionality
  • Conduct interviews with potential new hires
  • Partnered with management team to reach internal and externals company goals
  • Met deadlines on all duties and day to day operations
  • Superior product knowledge Merchant Relations
  • Handled escalated customer service calls and resolve effectively
  • Billing inquiries and money trails
  • Investigated all chargebacks and disputes for all major card companies
  • Strong background with Microsoft Word, Excel, PowerPoint and Outlook
  • Type up to 90 wpm
Butcher Block Clerk, 03/2003 to 08/2003
Albertson'sCity, STATE,
  • Cut meats to customer specifications and answered questions about specialty products.
  • Operated saws and slicers to cut meat, using safety protocols and procedures to avoid accidents.
  • Maintained excellent levels of food safety by frequently checking product dates and temperatures.
  • Restocked products based on available inventories and customer demands.
  • Completed inventory counts, reordered stock and removed expired items from supply.
  • Scanned shelves and product cases for expired stock and discarded outdated or spoiled items.
  • Replenished serving stations with fresh food and cleaned up spills.
  • Prepared salads, soups and sandwiches for customers.
  • Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
  • Kept kitchen, counter and dining areas cleaned and sanitized.
Planogram Team Member, 11/1998 to 10/2002
TargetCity, STATE,
  • Verified products appeared at correct locations in proper quantities.
  • Planned and coordinated product availability for advertising and promotion purposes.
  • Prepared interesting and innovative visual displays to grab customer interest and promote sales.
  • Inspected merchandise for quality and arranged proper display location on floor.
  • Answered customer questions regarding store merchandise, department information and pricing.
  • Updated pricing and signage to complete product displays and educate customers.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Worked with managers and advertising directors to optimize promotions.
  • Monitored inventory levels and kept adequate stock in product displays on sales floor.
Bachelor of Science: Business Administration And Management, Expected in 2021
Capella University - Minneapolis, MN
Bachelor of Science: Business Administration And Management, Expected in
University of Phoenix - Las Vegas, NV,

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School Attended

  • Capella University
  • University of Phoenix

Job Titles Held:

  • Member Services Supervisor
  • Supervisor Customer Loyalty Team
  • Butcher Block Clerk
  • Planogram Team Member


  • Bachelor of Science
  • Bachelor of Science

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