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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

Solutions-driven individual with experience in solving complex problems and working with cross-functional teams to increase customer satisfaction. Proactive, energetic and a master troubleshooter with a focus on developing and implementing process improvements to drive company growth and technical innovation. Excellent interpersonal and communication skills, a strong work ethic and the ability to effectively handle pressure without compromising quality service.

Skills

- Project Management

- Customer service & support

- Software Development (Java)

- Salesforce

- SQL

- Jira & Confluence

- Stakeholder engagement

- Communication

- Consulting

- API's

- Teamwork

- Risk management

Experience
Professional Services Consultant, 05/2021 to Current
Citizens Community Bancorp, Inc.Mankato, ,
  • Interact with new and existing clients and their partners to capture and analyze requirements, project objectives, and onboarding activities through go-live.
  • Gather clients' data, execute implementation guidelines and requirements within allocated timeframe, while providing appropriate status updates to the client(s).
  • Develop and setup project plans, while maintaining project documentation and providing time/effort estimates through implementation.
  • Identify needs of customers promptly and efficiently.
  • Provide on-going training and technical support to clients, while evaluating impact and analysis for future improvements.
  • Troubleshoot and coordinate efficient resolutions and evaluation to errors and issues found internally, or by the client.
Software Support Agent II, 06/2019 to Current
Nations Lending CorporationCity, STATE,
  • Supported Public Housing clients having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Averaged 200 individual case tickets monthly to provide end-user support on Filemaker Pro Application and Housing Pro Software.
  • Researched, resolved and followed up on customer issues, averaging 98% of 100% customer review rating.
  • Documented repair processes through Salesforce CRM and help streamline procedures for future technical support actions.
  • Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Assisted customers with Filemaker Pro Application and Housing Pro Software technical issues via email, live chat and telephone.
  • Diligently followed up with customers about existing cases, informing on status and responding to questions.
  • Assessed customer bug reports and enhancement requests and prioritized development to streamline response.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
Mortgage Loan Processor, 06/2015 to 06/2019
U.S. BankCity, STATE,
  • Managed any conditions sent from underwriting departments.
  • Communicated with customers via telephone to answer questions, process transactions and resolve issues.
  • Created and completed loan submission packages.
  • Evaluated financial statements and contacted institutions and customers to clarify details.
  • Completed closing process by collaborating with attorneys, title companies and government clerks.
  • Upheld compliance with privacy and security requirements, as well as federal statutes covering FHA, Conventional and VA loans.
  • Complied applications and paperwork and double-checked for accuracy.
  • Checked approvals against established bank and government lending standards.
  • Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
Branch Operations Specialist II, 04/2008 to 06/2015
Company NameCity, State,
  • Performed audits of operational and financial areas to check compliance.
  • Communicated audit findings by preparing and disseminating final reports to Branch and District Manager.
  • Devised and initiated corrective strategies to improve compliance.
  • Presented audit results to management teams, delivering information in non-technical terms for easy understanding.
  • Researched and implemented best practices to improve audit results.
  • Cross-trained employees, enabling completion of all priority tasks during personnel absences.
  • Planned and executed compliance audits to check company policies, procedures and controls.
  • Oversaw training initiatives, which resulted in 98% internal audit passing percentage.
Certifications
  • Certificate of Software Development, We Can Code It
  • Project Management Certificate, Google
  • SAFe Scrum Master (SSM), Scaled Agile, Inc
Websites, Portfolios, Profiles
  • https://www.linkedin.com/in/JessicaClaire927/
  • https://trailblazer.me/id/jClaire73

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Resume Overview

School Attended

    Job Titles Held:

    • Professional Services Consultant
    • Software Support Agent II
    • Mortgage Loan Processor
    • Branch Operations Specialist II

    Degrees

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