Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Career Overview

Highly enthusiastic customer service professional with 10 years client interface experience with recognized strengths in problem-solving, trouble-shooting, planning, and supporting staff. Solid computer skills, excellent working knowledge of Microsoft Office. Ability to train, motivate, and supervise customer service employees by developing plans, which includes interviewing, hiring, conducting new employee training, developing workshops, and implementing schedules, as well as organizing, maintaining and updating inventories.

Core Strengths
Word, Excel, PowerPoint, Access, Outlook, Windows, Vista/XP/Windows7
Work Experience
01/XXX5 to Senior Customer Service Representative I Harsco Corporation | Lancaster, MN,
  • Respond to customer requests via telephone, by providing excellent service to MetLife's customers who have insurance IAT - First Notice of Loss Claims Calls: Home, Auto, RSA, Towing Reimbursement Claims P&C - Property and Casualty Claims - process any changes to all policies on the account: GrandProtect, Combo, Auto, Home: Renters, Homeowners, and Pelp ARC - Agent Calls: Any calls that an agent will like to perform or process on the insured's policy New Business process by clearing out errors, transferring to UW to clear out messages, discussing UW guidelines, discussing billing options (EI, MRCC, Flex pay, Insured Direct Bill - 1pay, 2 pay, 4pay, 9pay, 10pay) and submitting policies once errors are cleared Billing - Discussed billing situations with customer if changes were made on policy and billing changed.
  • Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
  • efficiently process transactions and refer requests for other policy modifications to appropriate areas.
  • Track responses to ensure completion.
  • Work at all times to enhance and strengthen the relationship between the customer and MetLife using strong communication skills, keen listening, and empathy.
  • Support special product and/or service campaigns as needed, or if solicited by the customer.
  • Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry.
  • MetLife associates are expected to perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and Quality Service Skills.
01/XXX3 to 01/XXX4 Aftersales Advisor IKEA | City, STATE,
  • Resolve customer issues by collecting pertinent information, informing customer of options, and finding an acceptable resolution Provide customers with a forum to express their concerns and react in a professional and empathetic manner Resolve customer issues with urgency while balancing the needs of the customer with Store/Call Center operational procedures and costs Use available resources for education on available products, services, and customer interaction techniques communicate suggestions and ideas that will positively impact service to IKEA customers in collaboration with stores and Call Center Maintain accurate records of customer resolutions and follow through/Negotiate credits and/or discounts based on Returns policy and incident/Coordinate the return of merchandise with customer.
01/XXX0 to 01/XXX2 Lead Tutor/Assistant Teacher Georgia Gwinnett College | City, STATE,
  • Taught mini lessons - face to face and online Collaborated with professions in preparation for next class instruction Served as first point of contact for students visiting the Writing Center for assistance.
  • Provide assistance with and taught writing with use of MLA/APA formatting, grammar, and study strategies to improve errors Supervised the Academic Enhancement Center staff Handled difficult situations Maintained student records Implemented staff training.
01/2006 to 01/XXX0 Claims Interview Specialist The Network, Inc | City, STATE,
  • Answering inbound employee-assistance calls from employees of Fortune 500 client companies.
  • Demonstrated proficiencies in telephone and front-desk reception within a high-volume environment.
  • Researched and rapidly solved problems and rebuilt client trust to prevent the loss of key accounts.
  • Writing compliance reports for issues such as sexual harassment, employee relations, customer complaints, theft, and fraudulent activity.
  • Exemplified quality and timely reports, attention to detail, customer service delivery and team-player attitude.
01/1997 to 01/2006 Administrative Assistant The University Of Georgia | City, STATE,
  • Answer questions and complaints via telephone, copying, faxing, setting appointments, typing memos and letters, taking messages, giving out general information, handling the mail, maintaining job applicant Compiles reports as necessary to meet statistical and reporting requirements for funding of specific programs.
  • Provided outreach and information to difficult-to-serve populations including individuals with limited-English proficiency, rural/isolated populations, and populations of minority older adults.
  • Advising students in what classes that would be needed for the required program, assuring that classes needed are what is on the program of study, creating a program of study sheet for student for the appropriate program, helped recognize and achieve students' educational goals, helped examine school programs, and recognize their academic strengths and select a major, gave presentations on aspects of the school and programs.
Educational Background
Expected in January 2000 BA | Sociology The University of Georgia, Athens, GA GPA:
Expected in MA | Troy University, Augusta, GA GPA:
Expected in Listed Classes Available upon Request | , , GPA:
DeKalb County Mentor, Athens Clarke County Mentor, President of Student Government, S.T.A.R. Orientation Leader, Girl Scout Leader, P.R.E.P. Mentor/Tutoring for Georgia Perimeter College
Additional Information
  • ADDITIONAL NFORMATION DeKalb County Mentor, Athens Clarke County Mentor, President of Student Government, S.T.A.R. Orientation Leader, Girl Scout Leader, P.R.E.P. Mentor/Tutoring for Georgia Perimeter College
Academic, Administrative Support, attention to detail, basic, Billing, Business process, C, Call Center, interpersonal, strong communication skills, compliance reports, copying, client, Customer Service, Data Entry, Database, delivery, employee relations, staff training, English, faxing, Filing, instruction, insurance, letters, listening, Access, Excel, mail, Outlook, PowerPoint, Windows, Windows7, Word, next, OFFICE SKILLS, policies, presentations, Quality, express, Reception, reporting, Research, Spreadsheets, taking messages, team-player, Telephone, typing, Vista

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School Attended

  • The University of Georgia
  • Troy University

Job Titles Held:

  • Senior Customer Service Representative I
  • Aftersales Advisor
  • Lead Tutor/Assistant Teacher
  • Claims Interview Specialist
  • Administrative Assistant


  • BA
  • MA
  • Listed Classes Available upon Request

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