Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Customer service professional bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in relationship management with over ten years of expertise in related roles. Collaborative and team-oriented with excellent communication and interpersonal skills to foster strategic partnerships and promote company reputation. Excellent reputation for resolving problems, improving customer satisfaction, implementing processes and driving overall business results.

  • Internal & External Client Needs Assessments
  • Proficient in MS Office Applications
  • Excellent Presentation Skills
  • Problem Resolution
  • Customer Relationship Development
  • Operational & Process improvement
  • Excellent Communication Skills
  • Strong Analytical Skills
Work History
Senior Service Coordinator, 10/2017 to Current
University Of Pennsylvania Health SystemVineland, NJ,
  • Developed and deepened partnerships with 15 external business partner organizations to enhance success of third party life and annuity products.
  • Assisted with license, registration and appointments of wealth management advisors for third party annuity products.
  • Developed and created programs and monitored effectiveness against individual participant needs.
  • Addressed various internal and external customer questions and concerns regarding third party annuities forms and processes.
  • Grew the third party annuity pipeline from 67 annuities to 2,350 year to date while managing and supporting the platform over a three year span: Y2017 - Y2020.
  • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
  • Analyzed and solved multi-faceted problems that effected customers and business initiatives.
  • Interacted with High Net-worth Clients ($5 million+) professionally by phone, email or in-person to provide information and directed to desired staff members.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Senior Workflow Coordinator, 07/2016 to 10/2017
DeloitteAlbany, NY,
  • Resolved workflow problems, improved operations and provided exceptional client support.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Performed financial and sales analysis and determined best practices to mitigate risk with customers.
  • Built and strengthened productive and valuable industry partnerships to drive collaboration, engagement and revenue stream development.
  • Review securities regulations resources and websites to stay abreast of ongoing industry changes.
  • Reviewed and submitted financial documentation and reports to support business financial goals and objectives.
  • Prepared and submitted responses to requests and requirements of auditors, regulators and investors.
Senior Operations Specialist, 01/2015 to 07/2016
SchneiderAtlanta, GA,
  • Assisted Wealth Management Advisors with High Net-worth Client Account ($5 million+) establishment and account maintenance.
  • Presented oral and written reports on general economic trends, individual corporations and entire industries.
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Coordinated customer service responses for high-value customers with complex issues as leading representative of advisory billing team.
Business Operations Specialist, 09/2013 to 01/2015
Amazon.Com, Inc.American Fork, UT,
  • Improved financial operations with careful, in-depth analysis and proactive recommendations for improvement.
  • Collaborated with financial advisors and finance team to complete detailed analyses of short- and long-term strategic forecasts to assist with resource planning and capitalization needs.
  • Met weekly with department managers to discuss financial information according to current needs.
  • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
NC State Insurance License: Insurance And Risk Management, Expected in 07/2020
Carolina Insurance School, Inc. - Charlotte, NC,
Investments & Securities Continuing Education: Investments And Securities, Expected in 05/2020
Kaplan University - Charlotte, NC,
Bachelor of Science: Management, Expected in 12/2003
North Carolina State University - Raleigh, NC
  • FINRA Series 7 General Securities Representative
  • FINRA Series 63 Uniform Securities Agent State Law
  • White Belt Certification - Process Improvement
  • Green Belt Certification - Business Acumen
Additional Information

Summary of Complaint Resolution Experience

Bank of America

Office of the CEO and President (Level 0)

Customer Relationship Manager

(06/2009 - 08/2012)

  • Successfully completed a 6 week rigorous complaint resolution and home retention training session in a high stress call center environment.
  • Acknowledged and addressed escalated written customer complaints within 24 hours of receipt.
  • Provided customer solutions for home retention and home liquidation options through seamless
    delivery of service and fulfillment requests by answering calls and emails in a fast-paced contact
    center environment.
  • Required knowledge of multiple products and ability to deepen or retain relationships through
    service, retention and liquidation options including foreclosure, short sale and deed in lieu and
    home loan modifications.
  • Performed routine account-related transactions to ensure the accuracy and integrity of data on
    accounts while meeting tight deadlines.

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School Attended

  • Carolina Insurance School, Inc.
  • Kaplan University
  • North Carolina State University

Job Titles Held:

  • Senior Service Coordinator
  • Senior Workflow Coordinator
  • Senior Operations Specialist
  • Business Operations Specialist


  • NC State Insurance License
  • Investments & Securities Continuing Education
  • Bachelor of Science

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