Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Motivated and results-driven Operations Analyst with proven track record in data analytics and process optimization. Identify business needs and develop valuable solutions to drive accuracy and process efficiency. Drive business effectiveness through recommendations based on data findings. Flexible hard worker ready to learn and contribute to team success.

01/2018 to Current Operation Analyst - DAO Genuine Parts Company | Waynesboro, PA,
  • Collected and analyzed data to evaluate operational issues and make process improvement recommendations.
  • Tracked project costs and status, reported on risks, and made recommendations on corrective actions.
  • Coordinated and conducted special analytical studies and projects to improve programmatic operations.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Provided excellent service and attention to customers through phone conversations.
  • Improved operations by working with team members and customers to find workable solutions.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Answered 300+ inbound calls per day and directed to individuals or departments.
07/2015 to 12/2017 Customer Service Rep II Conduent Incorporated | Houston, TX,
  • Responsible for customer service fulfillment with the commercial line of business.
  • Processing Comtrac payoff quotes to business customers that wish to purchase units at the end of their lease terms.
  • Generating Personal Property Tax statements to business customers in lieu of being reimbursed for being billed by the taxing jurisdiction of their county.
  • Reviewing the current policy and procedures in OPPM to assure that current processes are updated and providing any risk or waste related areas for improvement.
  • Process any request of misapplied funds requests per CRM
  • Process Consolidations of billing statements of multiple business accounts.
  • Upheld strict quality control policies and procedures during customer interactions.
01/2014 to 08/2016 Quality Assurance Associate II Ally Financial | City, STATE,
  • Responsible for monitoring customer contact, scoring and documenting the Quality Control Evaluation Form.
  • Identifies training needs and makes recommendation.
  • Principle duties and responsibilities of this job classification: Maintain strict confidentiality.
  • Conduct sufficient QC evaluation for each assigned team member in order to provide accurate feedback to ensure compliance and develop customer service skills.
  • Promote Policy adherence and superior customer service.
  • Maintain monthly average target of Quality Control Evaluations completed per day.
  • Immediately alert management to critical deficiencies, violations of policies, procedure and/or regulation discovered during the evaluation process.
  • Met an acceptable level of accuracy and objectivity in the scoring of calls monitored.
  • Miscellaneous duties as assigned.
  • Wrote and maintained test cases, user stories and requirements.
  • 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.
01/2008 to 01/2014 Loss Mitigation Rep II Ally Financial | City, STATE,
  • Contacted borrowers to assess reasons for default, individual intents and options for resolving issues.
  • Worked with customers to put together plans focused on retaining property ownership
  • Obtains thorough understanding of customer’s delinquency to determine appropriate strategies to obtain payments of accounts.
  • May offer different alternatives, in addition to explaining consequences of delinquency, to customers in the attempt of obtaining payments.
  • Update customer account information on the computer system.
  • Typically assigned to delinquent accounts of more than 60 days.
  • Handles routine issues.
  • Escalates more complex or difficult issues to higher level customer service staff.
Skills And Training
  • Training: Fair Credit Report Act training
  • Benefits
  • Call center
  • Credit
  • Customer service
  • Interpretation
  • Access
  • Mail
  • Outlook
  • Power Point
  • Microsoft Word
  • Negotiating
  • Policies
  • Processes
  • Quality Control
  • Reconciling
  • Reporting
  • Time Management
  • System testing
  • Decision-making
  • Communication
  • Microsoft Excel
  • Project management
  • Statistical analysis
Expected in Associate of Arts | Accounting, Criminal Justice Florida Community College of Claireville, Claireville, FL, GPA:

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School Attended

  • Florida Community College of Claireville

Job Titles Held:

  • Operation Analyst - DAO
  • Customer Service Rep II
  • Quality Assurance Associate II
  • Loss Mitigation Rep II


  • Associate of Arts

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