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

Experienced software professional with a diverse background in Technical and Product Support, Leadership and excellent Customer and Project Management skills. Action-oriented self-starter with a strong ability to communicate effectively with technical business executives while leading incredible teams & driving major strategic initiatives.

  • Lifecycle management
  • Organization and Time management
  • Raw Product Testing
  • Distribution Coordination
  • New Process Development
  • Production Reports Maintenance
  • Verbal and Written Communication
  • Staffing Requirement Determination
  • Relationship Building
  • Team Recruiting and Hiring
  • Detail-Oriented
  • Cross-departmental Alignment
Expected in 09/2012 Bachelors of Specialized Studies | Communication And Marketing Management Ohio University, Athens, OH, GPA:
Work History
03/2022 to Current Product Support Manager Stratasys | Los Angeles, CA,
  • Lead Team of 4 Front Line Mangers and oversee 20 Front Line agents coaching actively to high standard performance, data fluency and people management.
  • Achieve 91% Customer Satisfaction score on strategic accounts.
  • Directed the work of a high volume department distributed across chat, ticket, phone & multiple languages.
  • Implemented processes across a global team of frontline managers designed to protect and improve SLAs across ticket queues to achieve customer delight.
  • Created and maintained reports via Looker and Zendesk Explorer to define and determine customer trends.
  • Developed and implemented department focused development plan which focus on manager/agent growth.
01/2021 to 03/2022 Senior Product Support Manager Consolidated Communications | Sunderland, VT,
  • Built and developed Product Support Department to manage 250 ticket per month and provide quality external and internal end user experience.
  • Developed and maintained process documentation for onboarding using Confluence, Trello, Jira and Salesforce
  • Lead weekly meetings with Product Managers, Customer Success and Developer Leads to align and prioritize production issues.
  • Implemented quality improvement changes using Looker, Google Data Studio reports captured to minimize product defect rates and submit monthly reports to support executive decision making.
  • Created and documented communication process with Customer Success and R&D teams.
  • Standardized NPS and CSAT performance goals across CS, Sales and Support.
01/2017 to 01/2021 Senior Software Support Manager GoSpotCheck Denver | City, STATE,
  • Directly supervise 9 people across two bilingual teams, including evening remote employees.
  • Provide software and technical support to 60,000 daily active users globally for 8 proprietary products over 3 channels.
  • Lead ongoing training and career development plans for all team members.
  • Scope/monitor team projects for accurate and timely delivery on quarterly strategic goals: focusing on quality of service, customer satisfaction, net promoter scores and team scalability.
  • Develop and maintain internal processes and tools for entire team, including Zendesk, Asana, Salesforce and Looker data insights system.
  • Forecast hiring and scheduling needs to ensure optimal coverage for excellence customer service.
  • Represent customer voice when working with engineering teams to prioritize resolution of critical defects and outages.
  • Developed and delivered 5 week on boarding training program that ensured all team members are equipped to support customers in timely manner.
  • Customized external communication during non-business hours and company-wide meetings.
  • Ran and documented individual team weekly performance reviews to enable role development and growth.

05/2015 to 01/2017 Senior Technical Support Analyst GoSpotCheck Denver | City, STATE,
  • Acted as liaison between commercial, product and engineering teams to communicate technical bugs in daily customers’ report.
  • Collaborated with QA and Product to determine priority of technical triage enabling resolution of production issues.
  • Tested beta releases for 6 different products to ensure release quality.
  • Developed and maintained bug scoring system to provide insight to QA and Product teams on severity of production issues that customers faced.
  • Created and maintained escalation documentation in Zendesk and Pivotal Tracker to help keep communication clear to product and engineering teams.
  • Communicated all resolutions and application deprecation emails to customers.
  • Utilized following tools to effectively perform: Fabric, Sentry, Dataclip, Papertrail, AWS and Crashlytics.
  • Customer Experience Leadership, LinkedIn - 2022
  • How to Present and Stay on Point, LinkedIn - 2022
  • The 4 Essential Roles of Leadership, FranklinCovey - 2020

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School Attended

  • Ohio University

Job Titles Held:

  • Product Support Manager
  • Senior Product Support Manager
  • Senior Software Support Manager
  • Senior Technical Support Analyst


  • Bachelors of Specialized Studies

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