Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary
Ambitious sales and retention customer manager experienced in managing complex projects and driving productivity. History of integrity, reliability, and emotional maturity. 
  • Call Center Management 
  • Microsoft Office Suite
  • Attention to Details
  • Advanced Communication Skills 
  • Energetic Work Attitude
  • Active Listening Skills

Work History
Sales and Retention Team Leader, 06/2007 - 10/2016
Cvs Health Bartlett, TN,
  • Managed team of 21+ direct reports to ensure customer satisfaction goals were consistently met. 
  • Stood in as call center manager point of contact in the absence of a senior manager. 
  • Marshaled employee and call center productivity by monitoring service levels, handle time, and availability. 
  • Focused on behaviors needed to improve performance. Completed a minimum of one 1:1 coaching session weekly with each employee. 
  • Completed daily huddles with team to gather trends as well as gain commitments and set goals. 
  • Monitored recorded and live calls to ensure commitments/goals were met and quality customer service was being provided. 
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Trained my team on new processes and kept them up to date with new communications.
  • Conducted monthly, mid-year, and annual performance reviews for each employee. Worked with manager and human resources to calculate yearly raise. 
  • Audited, reviewed, and approved time-cards bi-weekly. 
  • Administered corrective action as necessary.
  • Defused escalated customer situations calmly and courteously.
  • Met or exceeded service and quality standards every review period.

Beauty Consultant , 05/2005 - 05/2007
Merle Norman City, STATE,
  • Greeted all guests in a warm and friendly manner to create a positive first impression of the store.
  • Followed through with client requests in a timely manner.
  • Responsible for opening and closing the store daily as we worked independently. 

Undergraduate Studies: Biology, Expected in
Marshall University - Huntington, WV
Completed a year of undergraduate studies. Degree not complete. 

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School Attended

  • Marshall University

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  • Sales and Retention Team Leader
  • Beauty Consultant


  • Undergraduate Studies

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