Livecareer-Resume
Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

I am an enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team. I have over 12 years of experience in the financial industry, specializing in Customer Support. My skills of communication and efficiency improve the productivity and add value to any group I work with. Proficient in Microsoft Office and have skills to support customers and fellow colleagues that can only be acquired through years of experience in the professional work environment. I am seeking employment at a company where I can apply my interdisciplinary knowledge to excell at company standards and expectations.

Skills
  • Senior leadership support
  • Quality control
  • High-energy attitude
  • Microsoft Office expertise
  • Inbound and outbound calling
  • Clerical support
  • Office equipment proficiency
  • Best practices and standards
  • Conflict mediation
  • Team member motivation
Experience
Senior Online Support Specialist , 10/2016 - 09/2017
Northern Trust Corp. City, STATE,
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented customer inquiries and feedback, including service delivery suggestions in company database.
  • Documented conversations with customers to track requests, problems and solutions.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Performed day-to-day financial transactions, including verifying, classifying, computing, posting and recording accounts payable data and reconciled daily totals to confirm proper accounting.
Escalations Specialist, Customer Support, 08/2015 - 06/2016
Gm Financial City, STATE,
  • Completed in-depth research for numerous technical issues and helped establish procedures to prevent repetitive problems.
  • Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
  • Served needs of as many as 50 customers per shift, including collecting payments, tracking rewards and handling customer service issues.
  • Capitalized on opportunities to enhance customer experiences and bring in repeat business.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented customer inquiries and feedback, including service delivery suggestions in company database.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Evaluated customer account information to assess current issues and determine potential solutions.
Customer Support and Collections Specialist , 04/2012 - 08/2015
PayPal City, STATE,
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Documented conversations with customers to track requests, problems and solutions.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Located and monitored overdue accounts using billing system to begin collections process.
  • Overcame objections by applying advanced training and persuasion techniques.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Received payment and posted to appropriate customer accounts.
  • Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Collections Specialist and Accountant Support, 12/2007 - 03/2012
Continental Federal Credit Union City, STATE,
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Overcame objections by applying advanced training and persuasion techniques.
  • Gave clients comprehensive packages containing all key information, including demand letter and loan authorization.
  • Maintained consistent high performance by establishing solid record of achieving or exceeding objectives through use of customer service and negotiation.
  • Mentored new members on scripts, strategies and company information to maximize performance.
  • Completed accurate and efficient data entry and database updates to support Collections operations.
  • Maintained process documentation for financial department operations.
  • Reviewed general ledger entries for accuracy and completeness.
  • Researched and resolved collections disputes to maintain customer relationships.
Education and Training
Associate of Arts: Communications, Expected in 05/2019
-
Maricopa Community Colleges - Chandler-Gilbert Community College - Chandler, AZ
GPA:
  • Completed coursework in Business, Communications and Art.
Bachelor of Arts: Interdisciplinary Studies, Expected in 12/2021
-
Arizona State University - Tempe, AZ
GPA:

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School Attended

  • Maricopa Community Colleges - Chandler-Gilbert Community College
  • Arizona State University

Job Titles Held:

  • Senior Online Support Specialist
  • Escalations Specialist, Customer Support
  • Customer Support and Collections Specialist
  • Collections Specialist and Accountant Support

Degrees

  • Associate of Arts
  • Bachelor of Arts

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