Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary
OBJECTIVES AND CAREER INTERESTS I am a creative, high energy Leader looking for a position where I can utilize my Management Skills, Quality Assurance and Training Experiences as well as offer me the opportunity for advancement. Personable [Job Title] offering [Number] years experience in the travel industry. Superb work ethic and desire to succeed.


  • Natural leader
  • Energetic and enthusiastic
  • Calm under pressure


  • Customer service specialist
  • Expert problem solver
  • Flexible
Work History
05/2008 to Current
Performance Manager Exos , ,
  • Primary responsibilities include Managing 6 Leads performance that has team sizes of 15 agents each.
  • We drive performance to meet Delta metrics and standards including reliability and DOT and ACSC compliance.
  • Mentoring, coaching, counseling and partnering all the while focusing on a great place to work.
  • Additional responsibilities including interviewing, on boarding, benefit enrollment, and facilitating classes with the newest members of our Delta Family so they are set for success and a long and happy career.
03/2004 to 04/2008
Administrative Supervisor Children's Memorial Hospital , ,
  • Primary responsibilities in the Administrative Support area are preparing administrative action letters, Job abandonment letters and termination packets for our office.
  • Utilize excel spreadsheets to track administrative action trends and to keep track of when employees will be removed from administrative action.
  • Direct reports include administrative assistants.
  • Additional responsibilities are in the area of benefits and office recognition.
  • Multi-tasking responsibilities revolve around positive employee relations, community partners and work life issues including
10/2000 to 03/2004
Supervisor The Millennium Group , ,
  • Managed, support and develop 40 Team Members and dynamically facilitate to them.
  • Company Wide Initiatives and Communications, delivered in a timely and consistent manner, all while generating agent buy in.
  • Organize and conduct quality assurance observations and communicate feedback, setting goals to raise the bar of Customer Service.
  • Coach, counsel and hold team members accountable for overall job performance.
  • Reward and recognize those team members meeting and/or exceeding their job expectations.
  • Utilizing leadership and interpersonal skills to motivate team members to enhance their performance and engage the customer.
  • Implement administrative action as necessary.
  • Evaluate and present team member's performance appraisals.
  • Selected to coordinate local implementation of Delta Direct Initiative.
  • Initiated and participate in an Investment Club to enhance my Business Acumen competency.
03/2000 to 10/2000
Supervisor Reservations Oneida Indian Nation Oneida, ,
  • Selected to be SLC Reservation's first System Quality Monitor ensuring that Delta representatives are adhering to the Airline Customer Service Commitment and DOT compliance.
  • Assigned the task of creating, Customizing Fare Rules Scenario document.
  • Conducted Focus Group meetings and calibrations.
  • Motivated and educated peers on the new Team Leader tool, e-Quality.
11/1993 to 03/2000
Reservation Representative Delta Air Lines, Inc , ,
  • Handled 80 to 100 potential sales calls daily.
  • Responsible for encouraging our customers into a buying decision, ensuring customers receive correct information, responsible for meeting departmental productivity goals and expectations.
  • Supported Delta policy and assisted the representatives by helping them to come to a win win solution for the customer and Delta on the Customer Service Desk.
  • Served Delta's Elite Members working the Special Members Desk.
  • Facilitated Basic Reservation Sales class and training initiatives including Magellan, Electronic Ticketing and Advance Ticketing.
  • As a Quality Assurance Representative at the Weber Call Center, I partnered with Team Leaders on quality monitoring and mentored with Representatives on Membership Marketing programs, ensuring our customers receive the best possible customer service.
  • Successfully completed the Leadership Development Program.
11/1986 to 11/1993
Airport Customer Service Representative Delta Air Lines, Inc , ,
  • Sarasota/LaGuardia/Fort Myers/ Salt Lake City FTO, responsible for all aspects of Customer Service including complaint resolutions.
  • Experience includes catering, ramp, ticket counter, gates, crown room, cabin service and passenger service agent.
  • Throughout ACS experience participated in Passenger Service Committee.
  • EXPERIENCES Information Security Awareness in 2010-to date Corporate Records and Information Management Awareness in 2010-to date Ethics and Compliance in 2008-to date New Leader Workshop in 2008 Performance Manager Seminar in 2008.
Expected in 1986
Associate of Science: Buiness and Travel
MacIntosh College - ,
Expected in 1982
High School Diploma:
Epping High School - ,

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School Attended

  • MacIntosh College
  • Epping High School

Job Titles Held:

  • Performance Manager
  • Administrative Supervisor
  • Supervisor
  • Supervisor Reservations
  • Reservation Representative
  • Airport Customer Service Representative


  • Associate of Science
  • High School Diploma

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