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

Hard working, personable, and dedicated Customer Service Representative with extensive experience in the LAb Supply industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

  • Process improvement
  • Business operations
  • Project organization
  • Problem resolution
  • Data collection processes
  • Proficient in Microsoft Excel and Access
  • Relationship building
  • Working collaboratively
  • Leadership
  • Troubleshooting
  • Credit card payment processing
  • Report creation
  • Courteous demeanor
  • Data evaluation
  • Inbound and Outbound Calling
  • Problem-solving abilities
  • Technologically savvy
  • Office equipment proficiency
  • High-energy attitude
  • Adaptive team player
Pricing Specialist, 11/2018 to 09/2020
Arrow Electronics Inc,Delaware, DE,
  • Analyzed rates and summarized findings in regular reports to management.
  • Communicated with vendors to set up long-term discounts and special vendor deals.
  • Worked closely with sales teams to assess profit margins and adjust items and categories.
  • Improved returns by implementing strategic promotions targeted to relevant customers and groups.
  • Devised data collection processes and procedures, including surveys, polls and questionnaires.
  • Drafted reports and presentations to illustrate research findings.
  • Collected and analyzed consumer data, including demographics, preferences and purchasing trends.
Customer Service Representative /Quote Specialist , 03/2007 to 11/2018
Thomas ScientificCity, STATE,
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Educated customers how to use company systems, complete forms and obtain desired services.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Resolved customer complaints and addressed emergency requests and needs.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Worked with marketing teams to create, deploy and optimize effective promos.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Stepped up to assist customer service manager with complaints and issues during times when department was short-staffed.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Quotation Specialist / Customer Service Representative, 08/2004 to 03/2007
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Documented conversations with customers to track requests, problems and solutions.
  • Educated customers on special pricing opportunities and company offerings.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Trained new employees in procedures and policies in order to maximize team performance.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Answered inbound calls and directed to designated individuals or departments.
  • Delivered service and support to each customer, paving way for future business opportunities.
Fraud Detection Analyst, 04/2004 to 07/2004
  • Identified fraud patterns and anomalies through analysis of large quantities of data.
  • Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
  • Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Prioritized and organized tasks to efficiently accomplish service goals.
Education and Training
High School Diploma: , Expected in

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Job Titles Held:

  • Pricing Specialist
  • Customer Service Representative /Quote Specialist
  • Quotation Specialist / Customer Service Representative
  • Fraud Detection Analyst


  • High School Diploma

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