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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Top producing professional with superior sales, organization and retention skills. Business-conscious individual offering over 20 years working as Manager in the customer relation's sector.

Skills
  • Recruiting and hiring
  • Performance improvements
  • Profit and loss
  • Customer retention
  • Proficient in Microsoft Word, Publisher
  • Team building
  • Inspections and audits
  • Employee Development
  • Key performance indicators
  • Alternative Dispute Resolution (ADR)
  • Multi-tasking ability
  • Excellent time management skills
Experience
04/2017 to Current
Multi-Store Manager/Customer Service Representative The Luxottica Group Heartland Village, NY,
  • Maintain office presentation by overseeing merchandise replenishment, customer courtesy and inquiry response.
  • Train, manage and motivate employees to promote professional skill development.
  • Recruit and hire individuals demonstrating passion, dedication and added value to team.
  • Forecasted sales, allocated resources and managed labor to improve productivity metrics by 3% annually.
  • Form and sustain strategic relationships with clients.
  • Identified client business and operational needs and introduced services to provide solutions.
  • Monitor progress by establishing plans, budgets and measuring results.
  • Develop corporate objectives and strategies collaborating on quality metrics and key performance indicators (KPI), as well as strategizing with cross-functional teams on improvement measures related to quality.
  • Supported community outreach initiatives by partnering with local organizations.
  • Limited financial discrepancies, reviewing and approving billing invoices and expense reports.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Monitored phone calls to promote better service and provide feedback.
  • Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
01/2016 to Current
Realtor Windermere Real Estate Ocean Shores, WA,
  • Managed real estate transactions from initiation to closing.
  • Scheduled home viewings with potential buyers.
  • Maintained current and accurate CRM database of prospective customers.
  • Prepare forms needed for real estate transactions, including contracts, deeds, closing statements and leases.
  • Generated list of properties to meet specific client needs.
  • Research and determined competitive market price.
  • Communicate with inspectors, lenders and pest control companies to maintain purchase agreement terms.
  • Grow client base by acquiring new customers and identifying needs to deliver relevant real estate investments.
  • Conduct quarterly seminars and training sessions for sales agents to improve sales techniques.
  • Negotiate contracts and educate sellers and buyers about legal disclosures.
08/2009 to 02/2011
Cash Store, Branch Manager Common Spirit Brenham, TX,
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Educated customers on variety of loan products and available credit options to promote valuable decision-making.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
  • Networked within communities to identify and capitalize on business opportunities.
  • Observed all corporate and federal regulatory policies in terms of data security, privacy and confidentiality.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
07/2005 to 07/2009
Cash Zone, Branch Manager ERICA TURNEY City, STATE,
  • Structured and implemented programs and policies in the areas of training Fostered a teamwork/open-door environment conducive to positive dialogue across the organization.
  • Personal efforts were cited as the driving force behind branch's employee-retention rate of 89% within an industry where high turnover is the norm
  • Instituted preferred providers list and trained managers and associates on procedures to follow in case of injury
  • Reduced office costs by 15% annually through ensuring that company did not pay for duplicate office equipment
  • Created a flexible and well-received tool that was later adopted company-wide Interviewed employees to construct an accurate picture of the duties and skills required for each position
  • Reviewed employment law, FMLA/ADA/EEO/WC, HR policies and procedures with all new hires
06/2001 to 02/2005
Quality Analyst CONVERGY'S CALL CENTER City, STATE,
  • Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
  • Investigated performance to maintain employee adherence to quality and safety policies.
  • Identified quality trends to investigate system flaws, process inefficiencies and training needs.
  • Streamlined processes, increasing efficiency and consistency to support quality initiatives.
  • Created and revised Standard of Operation Procedures and training materials.
  • Created, edited, and updated project manuals and technical documentation used by entire QA team.
  • Resolved customer complaints promptly by using listening skills on calls, resulting in better productivity and improved workflows.
  • Allocated complaints to governing departments for investigation and tracked resolution times.
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Collaborated with management to discuss effective plans for resolving major quality problems.
Education and Training
Expected in 05/1998
High School Diploma:
M.B.Smiley - Houston, TX,
GPA:
Expected in 01/2016
License: Real Estate
Champion School of Real Estate - Houston, TX,
GPA:
Accomplishments
  • Promoted from Customer Service Representative to Quality Analyst, in less than 6-months
  • Created highly effective customer service initiative that significantly impacted efficiency, improved operations as well as added value to each company (Every Call Every Time and The Exit Review)
  • Developed relationships with 20 new clients and typically exceeded sales goals by 2%
  • Led team to win district sales-goal, earning recognition from upper management and financial reward.
  • Recognized amongst peers and company and received Power of One Champion for JD Powers Diversity Corporate Citizenship (PDC Certified)
  • Awarded “Top Producing Store Manager of the Quarter” consecutively since 2017
  • Consistently maintained high customer satisfaction ratings.
  • Drove 2% improvement in 8 months timeframe through aggressive sales and customer service retention focus
  • Negotiated with vendors, saving the company $1200.00 monthly (in store)
Activities and Honors
  • Member, Houston Association of Realtors
  • Member, National Association of Realtors
  • Founder of P.E.C. (Non-Profit Organization
  • Yearly Recipient of Toys for Tots Award since 2017
Websites, Portfolios, Profiles
  • Flowcode.Com/page/ericaClaire
Certifications
  • Licensed Realtor - 2016
  • ABR License - 2021
  • Adjuster-All Lines License - 2022

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Resume Overview

School Attended

  • M.B.Smiley
  • Champion School of Real Estate

Job Titles Held:

  • Multi-Store Manager/Customer Service Representative
  • Realtor
  • Cash Store, Branch Manager
  • Cash Zone, Branch Manager
  • Quality Analyst

Degrees

  • High School Diploma
  • License

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