Program Manager resume example with 5 years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Personable and dedicated Client Support Specialist with extensive experience in customer service and client retention. Team oriented with an upbeat and positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, problem-solving and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

  • Policy and procedure improvement
  • Strategic Planning
  • Problem solving and conflict management
  • Program leadership
  • Relationship development
  • Customer service
  • Adaptability
  • Multi-tasking
  • Organizational skills
  • Problem resolution
  • Customer Complaint Resolution
  • Business development understanding
  • Process optimization
  • Data evaluation
03/2021 to Current
Paycom Specialist Mercury Systems Inc. Upper Saddle River, NJ,
  • Provide proactive service and consultation to maximize client and employee usage and system utilization
  • Troubleshoot and provide resolution to client inquiries via phone and email
  • Retain and strengthen client relationships by providing world class customer service and best practice solutions
  • Manage customer expectations by clarifying needs, identifying options and recommending products and services
  • Provide high level of professionalism and knowledgeable service to every customer
  • Retain multiple large save-opp clients by servicing concerns to preserve customer satisfaction and maintain long-term business relationships
  • Handle customers effectively by identifying needs, gaining trust, approaching complex situations and resolving problems to maximize efficiency
  • Cultivate impactful relationships with customers and drove business development by delivering product knowledge.
05/2019 to 05/2020
Program Manager Heartland Center For Behavioral Change Branson, MO,
  • Schedule planning
  • Assist in meetings with stakeholders
  • Lead weekly team meetings, and share essential information with Supervisor
  • Maintain a professional network of 300 contacts to provide support to clients
  • Responsible for training employees, correcting performance issues
  • Collaborate with team members to identify and accomplish agency objectives.
  • Create essential client documents needed for annual meetings for 40+ clients
  • Identify and hire talented individuals bringing valuable skills and great experience to the team.
  • Enable each member of staff to receive development opportunities by implementing workshops, and regular training.
  • Coordinate referrals to community services by advocating for individual needs and addressing roadblocks.
  • Develop employee schedules and review employee timecards for payroll
  • Analyze employee strengths and weaknesses to help them thrive and grow their professional skills
  • Implement and train employees on new policies
  • Review and approve employee notes on client behaviors and supports
  • Enroll new clients
  • Resolve problems and delivered solutions by collaborating with supervisor and other human resource professionals
11/2017 to 12/2018
Clinique Beauty Consultant Belk Department Store City, STATE,
  • Met or exceeded upselling, and credit card sign-up targets on consistent basis by leveraging excellent communication and interpersonal strengths
  • Recommended optimal products based on customer needs and desires
  • Drove substantial sales with more than $4,000 in weekly revenue through suggestive selling and by promoting add-on purchases
  • Demonstrated products to customers, discussed features and redirected objections to capture sales
  • Demonstrated leadership by making improvements to work processes and helping to train others
  • Resolved client conflicts by understanding client needs and relationship building
  • Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
  • Exceeded 2018 quota by 31% with over $60,000 in sales.
  • Fostered relationships with customers to expand customer base and enhance loyalty and retention.
07/2016 to 05/2017
Community Support Specialist Region 8 Mental Health Services City, STATE,
  • Helped adults and children locate vital resources in the community
  • Supported clients in gaining independence by finding employment, reaching educational goals, find housing, and more
  • Helped clients manage appointments with primary health doctors, psychologists, psychiatrist, and therapist
  • Completed treatment plans for clients
  • Attended case management team meetings to staff current clients and provide insight on caseloads.
  • Developed and implemented short- and long-term case management initiatives to improve client programs.
  • Prepared referrals for support services and resources to assist consumers in obtaining self-sufficiency.
  • Researched and located households and coordinated interviews
  • Maintained thorough and accurate records outlining program operations and participant progress.
Education and Training
Expected in 10/2020
Master of Science: Psychology
Grand Canyon University - Phoenix, AZ,

Emphasis in Industrial-Organizational Psychology

Expected in 2016
BS: Psychology
Mississippi State University - Starkville, MS
Activities and Honors
  • Member of Zeta Phi Beta Sorority, Inc since 2015

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Resume Overview

School Attended

  • Grand Canyon University
  • Mississippi State University

Job Titles Held:

  • Paycom Specialist
  • Program Manager
  • Clinique Beauty Consultant
  • Community Support Specialist


  • Master of Science
  • BS

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