Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Positive, upbeat customer service representative brings more than 10 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.

  • Process optimization
  • Staff management
  • Reporting and documentation
  • Team management
  • Multitasking
  • Organization
  • Problem resolution
  • MS Office
10/2020 to Current
Service Manager Crane Co. Atlanta, GA,
  • Forecasted department goals and objectives and enforced deadlines to encourage task progression.
  • Monitored employee performance through effective analysis of key metrics.
  • Created written estimates and obtained customer consent to proceed.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Collaborated with customers to offer solutions to service needs.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Established and enforced clear safety policies to protect workers from injury.
  • Inspected completed work to assess quality and identify skill or ability issues.
  • Maintained optimal supply levels to meet expected demands without overreaching budget targets.
  • Investigated accidents and injuries, preparing reports on findings.
04/2019 to Current
Retail Parts Professional Ace Hardware Wichita, KS,
  • Placed inventory numbers on parts to properly identify items for counter associates.
  • Tracked performance targets and sales metrics of sales team to monitor productivity.
  • Opened crates to replenish stocked items in proper aisles.
  • Increased team productivity by implementing multiple strategic process improvements.
  • Operated point of sales and parts lookup computer systems.
  • Received and stocked incoming merchandise, arranging items in appropriate manner and correct locations.
  • Improved team member performance by devising and overseeing personalized strategies.
  • Kept sales and counter areas organized and clean to give positive first impression to visitors and customers.
  • Constructed productivity reports to discuss with senior management at sales meetings.
  • Performed quality control inspections on parts and packaged parts for delivery or sale.
  • Optimized team effectiveness by personally working with new hires regarding compliance, sales, and service standards.
  • Answered inquiries, resolved problems and finalized parts sales at counter and by telephone.
  • Developed strategic sales initiatives to pitch products and services.
  • Performed complimentary services, including battery installation, testing and wiper installations.
  • Followed standards of care and compliance per company and legal requirements.
  • Received, examined and reshelved returned parts.
  • Coordinated and executed daily parts deliveries to local businesses.
  • Reviewed catalogs and computer databases to search and locate correct parts for customer vehicles according to make, model and year.
  • Communicated product expertise and department process improvements to meet organizational goals.
05/2020 to 09/2020
Technician Heico Corporation Columbia, MD,
  • Installed and maintained control systems and other technical components to complete equipment installations.
  • Assembled parts using bolts, screws, speed clips, rivets and other fasteners.
  • Tested components, assemblies and systems to diagnose problems.
  • Completed logs and job reports for completed and pending service calls at shift end.
  • Worked from layout and work order, created programs and set up machines to produce required parts.
  • Adhered to applicable regulations, policies and procedures for health, safety and environmental compliance.
  • Evaluated new engineering plans to check technical feasibility and conformance with applicable codes and standards.
  • Managed quality control and maintained high level of customer satisfaction.
  • Set up and verified functionality and availability of safety equipment.
  • Communicated product and machine failure details to design team and reliability departments.
  • Organized, scheduled and assigned production work across team members for task balance.
  • Worked from complex and detailed manufacturing documentation and verbal instructions.
  • Reduced waste and streamlined schedules to optimize manufacturing processes.
  • Monitored and logged all parts and devices used on each service call.
  • Maintained repair status in spreadsheets used in production department quality review meetings.
  • Demonstrated excellent mechanical knowledge of machines and tools, including design, use, repair and maintenance.
  • Prepared operational reports and provided information to supervisors.
  • Adjusted production processes to increase productivity and reduce waste.
  • Delivered knowledge of design techniques, tools and principles involved in production of precision technical plans, blueprints, drawings and models.
  • Interpreted equipment manuals and manufacturer instructions to install and troubleshoot devices.
07/2014 to 06/2019
Customer Service Manager Wegmans Food Markets, Inc. Manalapan, NJ,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Oversaw addressing of customer requests for friendly, knowledgeable service and support.
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Supported organizational change in processes from paper billing to electronic invoicing systems to boost efficiency.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
  • Helped customers work within established systems to achieve desired results and maintain company loyalty.
  • Evaluated quality of representatives' phone calls and provided feedback to management.
  • Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
  • Developed new sales scripts and strategies to expand profit opportunities.
  • Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Interviewed, hired and trained new quality-focused customer service representatives.
Education and Training
Expected in 06/2010
High School Diploma:
Long Reach High School - Columbia, MD

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School Attended

  • Long Reach High School

Job Titles Held:

  • Service Manager
  • Retail Parts Professional
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  • Customer Service Manager


  • High School Diploma

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