Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Enthusiastic Customer Service representative eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of operational, department goals and continual training in collections and phone quality. Well-qualified Customer Service Representative proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments. Talented relationship-builder, analytical problem-solver and efficient time manager.

Hardworking Customer Service representative bringing 20 years of experience meeting customer needs via telecommuting roles. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offering empathy, reliability and enthusiasm for satisfying customers.

    • Understanding how performance affects organizational goals
    • New Product Information
    • Service recommendations
    • Good listening skills
    • Multi-line phone talent
    • Record keeping strengths
    • Account management
    • Complaint resolution
    • Creative problem solving
    • Training development aptitude
    • Money handling abilities
    • Credit card processing
    • Service standard compliance
    • Professional telephone demeanor
Work History
Loan Counselor, 09/2021 - Current
Massachusetts Institute Of Technology Boston, MA,
  • Contact borrowers to discuss delinquent mortgage accounts, set up payment plans and or immediately process payments.
  • Participate in outbound dialer calls and answer departments busy inbound calls
  • Deliver exceptional customer service on collection calls while maintaining calm and professional demeanor.
  • Assist with departments high volume of calls while meeting metrics individually and collectively.
  • Escalate calls as needed to Management
  • Seek Coaching and feedback to increase skills
Remote Contract Tracer and Vaccine Scheduler, 11/2020 - 05/2021
  • Contact tracing, reaching out to patients that have tested positive for Covid 19 through outgoing calls..
  • Answered incoming calls from patients returning texts or calls to perform contact tracing surveys and or scheduling of Covid vaccines.
  • Outbound calls to call patients to ensure aware of positive Covid 19 testing, perform contact tracing survey and scheduling of Covid vaccines within customers jurisdictions.
  • Placed phone calls to newly diagnosed patients and potentially exposed people
  • Following script when interviewing people
  • Ask questions that help someone remember who they've been in close contact with
  • Educate contacts on approved protocol to reduce risk of Covid 19 spread
  • Collect and document necessary information into CRM
  • Understand symptoms, infectious periods and treatments
  • Protect patient privacy
Member Service Representative, 10/2019 - 06/2020
Redwood Credit Union City, STATE,

Member Service Representative 10/2019 to 06/2020


  • · Provided exceptional member service to members, employees, volunteers and staff
  • · Assisted in opening new membership, processing loan payments, balance cash, checks and other monetary means daily
  • · Completed members transactions accurately and timely
  • Investigated and resolved customer inquiries and complaints quickly
  • Recommended specific products and services in alignment with individual needs, requirements and specifications
  • Input and documented many deposits each day with high accuracy and full compliance with regulatory requirements
  • · Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
Financial Assistance Representative, 06/2007 - 10/2019
  • Contact members regarding delinquent loans for purpose of obtaining payments, arranging payment plans to bring loans current
  • Responsible for skip tracing, Reviewing collateral for repossession if all options exhausted
  • Provided financial counseling, including debt repair, credit improvement and or budgeting tools
  • Accept all incoming calls while providing excellent member service at all times
  • Maintained or exceeded department and individual goal of 80 calls per day
  • Exceptional phone quality and production of work
  • Processed payments via ACH or credit cards
  • Led weekly department meetings with updated information from Management
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
  • Processed and submitted skip a pay, deferments, trial modifications, and loan modifications to loan officer for review and approval
  • Have a working understanding of Bankruptcy chapters 7 and 13, as well as asset review
Senior Provider Relations Data Coordinator, 12/2000 - 01/2006
Company Name City, State,
  • Loaded and maintained provider demographic and contractual information within Provider Database
  • Ensure data loading complies with management, organizational policies and procedures
  • Maintained nationwide department goal of 98 - 100 percent accuracy
  • Recognized for highest production and quality of calls
  • Researched claims for accuracy and payment reconciliation
  • Responsible for over fifty medical groups for inputting their provider medical group for creating provider directories
  • Developed and maintained strong working relationships with matrix partners and organization
Bachelor of Arts: Psychology, Expected in 1987
Sonoma State University - Rohnert Park, CA

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School Attended

  • Sonoma State University

Job Titles Held:

  • Loan Counselor
  • Remote Contract Tracer and Vaccine Scheduler
  • Member Service Representative
  • Financial Assistance Representative
  • Senior Provider Relations Data Coordinator


  • Bachelor of Arts

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