Jessica Claire
  • , San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary
Service-oriented Customer Support Specialist with 15+ years of experience in contact center operations talking to customers over phone, e-mail, online chat, or social media to resolve broad ranges of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied clients.
  • Complaint resolution, Arbitration, Mediation, Legal, Written communication, Settlements
  • Slack
  • Zendesk
  • Customer Relationship Management Software (CRM)
  • Inbound and Outbound Calling
  • Bookkeeping, QuickBooks, Accounts payable, Bank reconciliations, Invoicing, Wiring, Billing
  • 60 WPM typing speed
  • Photoshop, Video, Lighting
  • Arbitration, Mediation, Legal, Written communication, Settlements
  • Call Center, Contact Center
  • CLS, MS Office
  • Credit, Negotiating
  • Customer Relationship Management,
  • Technical assistance, Troubleshooting and Diagnostics
  • Customer service expert
  • Technical issues analysis
  • Mac systems
  • Desktop support, Application support
  • Staff education and training
  • Report preparation
  • Calendar planning and Coordination
  • HTML, CSS, Javascript, Responsive, React
  • API, GitHub, Bootstrap, Hosting
Work History
Remote Product Support Specialist /Technical Support Agent, 08/2021 - Current
City Of Louisville, Ky Louisville, KY,

  • Provided technical assistance via Zendesk ticketed email support including, billing questions, app and web bug reports, RSS feed bugs, credit card/Paypal transactions, account lockouts and lost accounts.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Documented customer interactions and performed troubleshooting in customer relationship management software.
  • Performed troubleshooting and tested customer issues via email and Zendesk software.
  • Identified, triaged and escalated issues to internal engineers providing a clear outline of problems and technical detail.
  • Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
Referral Specialist /Remote Customer Support Agent, 12/2015 - 08/2021
Health Quest Hyde Park, NY,
  • Assigned to help families that are considered Essential Workers find available child care spots/funding in Georgia during COVID-19 pandemic.
  • Provided consumer education and child care referrals to parents who called the Contact Center.
  • Updated child care provider profiles for the state's search website to ensure that families are receiving the most current information.
  • Traveled to various Georgia counties for community events to promote referral services.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
Program Assistant, Receptionist, and Help Desk Consultant, 12/2013 - 12/2015
Quality Care For Children City, STATE,
  • Contributed to success of client's organization by improving performance, motivation, job satisfaction, hiring practices, training programs and management systems.
  • Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
  • Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
  • Assisted IT department with account lockouts and changing passwords / some technical troubleshooting.
Owner/Photographer, 02/2012 - 03/2020
Asha Marjani Images LLC City, STATE,
  • Photographed events for special occasions including birthday parties, bridal/baby showers, video premieres, concerts, festivals.
  • Completed complex photo shoots involving large-scale performances at indoor and outdoor venues.
  • Applied digital styling techniques to enhance photos using Photoshop and Light Room.
  • Selected and set up appropriate props, backdrops and lighting.
Litigation Coordinator, 02/2010 - 04/2012
Frederick J. Hanna & Associates, P.C City, STATE,
  • Liaised with creditors and third-party law firms to collect payments and prepare lawsuits for over 16,000 charged-off credit card/auto loan debt accounts.
  • Represented creditors in the legal collection process by: reviewing debtors' credit reports, negotiating settlements, receiving payments on delinquent accounts, filing cease & desist orders, processing verification of debt requests, FDCPA violations and Fraud Claims.
  • Provided information to debtors regarding charged-off accounts and gave options to settle outstanding debts.
  • Entered customer interaction details in the Collection Master (CLS) database to track interactions, document problems and record solutions offered.
Case Manager, 08/2007 - 10/2009
American Arbitration Association City, STATE,
  • Served as case manager for 65-70 cases, assuming responsibility for complex arbitration/mediation trials and guided endeavors to successful completion.
  • Acted as first point of contact and set appointments for conference calls and hearings.
  • Arranged for hotel bookings for arbitrators/mediators.
  • Reserved rooms for trials/mediations.
  • Maintained accurate financial records for each case including billing and collection of fees from clients.
  • Reviewed delinquent accounts to pursue collection of funds, arrange payment plans or initiate collection procedures.
  • Drafted arbitration/mediation awards and settlement paperwork; gathered signatures from disputants to provide official documentation of final decision issued from case hearings.
Bookkeeper/Legal Assistant, 06/2004 - 07/2007
Nudelman, Nudelman And Ziering, PC City, STATE,
  • Reviewed and filed financial documents, coded accounting entries for data processing and posted daily receipts and payments in accordance with all corporate protocols.
  • Complied with all established policies and performed bank reconciliations, accounts payable/receivable, invoicing, billing, collections, wiring funds, and vendor payments.
  • Worked with IT Manager and Senior Accountant to maintain daily financial records, report forecasting, financial data and send weekly remittance reports to clients.
  • Worked alongside attorneys and fellow legal assistants on complex cases and legal processes including: preparing executions, lawsuits, wage garnishments, bank levies and skip tracing.
Bachelor of Science: Management Science, Expected in
Kean University - , NJ
Graduated cum laude, GPA: 3.6, Dean's Honor List

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School Attended

  • Kean University

Job Titles Held:

  • Remote Product Support Specialist /Technical Support Agent
  • Referral Specialist /Remote Customer Support Agent
  • Program Assistant, Receptionist, and Help Desk Consultant
  • Owner/Photographer
  • Litigation Coordinator
  • Case Manager
  • Bookkeeper/Legal Assistant


  • Bachelor of Science

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