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

A proactive professional looking to obtain a challenging position utilizing my knowledge, skills, and abilities to contribute to the overall success of the company’s mission. This includes embracing the company’s values as well as searching for continuous improvement of current processes, and identifying with the company’s future goals and objectives to develop a strategic plan to achieve those goals and objectives

  • Proficiency with Microsoft Office (Word, Excel, PowerPoint), Microsoft Edge, Microsoft Teams. Cisco Jabber, SAP.
  • Completed courses for On The Job Training (OJT) for a Job Aid Writer and Job Aid and SOP/GMP Trainer.
10/2001 to Current Sr Product Complaint Associate Diamond Resorts Corporation | Santa Fe, NM,

A Sr Product Complaint Associate within the Product Quality Department for Pfizer Pharmaceuticals. Responsible for triaging complaint records received within the department from healthcare professionals (pharmacist, nurses, medical supply distributors) and consumers who have contacted the company with inquiries, quality issues and/or adverse events. Assures all incoming/outgoing consumer contacts are handled accurately/completely and in compliance with current company SOP’s, cGMP and FDA regulations with an emphasis on product safety. Independently authors correspondence that includes acknowledgement letters, requesting samples and providing laboratory findings regarding product complaints, inquires and adverse events. Triages the Global Product Quality Complaints (GPQC) voicemail system by obtaining daily voicemail messages, updated the log and distributing action items to other complaint associates. Additional responsibilities include, responding to complaints and inquiries via the Internet and ensure all issues have been addressed by assigned timeframes. Generate weekly reports to address any possible trends. Conduct product training for new hire classes. A participant in Pfizer's Mentorship Program, which involves mentoring junior team members and managing employee relationships. This also includes one -on- one coaching with new hires, quarterly team building activities, and facilitating associate team meetings within the Product Quality Department.

Additional duties:

  • Train new hires on proper service methods and evaluated service delivery using quality assurance program.
  • Create assessment test to gage knowledge level of new hires after completing training.
  • Audit new hire complaint records until released independently.
  • POC for escalated or urgent issues prior to involving management.
  • Provided product training to multiple call centers.
  • Generate monthly reports in the Quality Tracking System to recommend corrective actions and improvement to workflows.
  • Set up mock calls to evaluate the handling of complaint calls.
  • Lead the voicemail team and trains all new associates added to the team.
  • Request access and train new hires on SAP.
  • Currently working on a new training curriculum.
  • Panel member during the interview process.
08/1992 to 08/2002 Human Resource Specialist Res-Care, Inc. | Taunton, MA,

Prepared and maintained officer and enlisted personnel records. Initiated, monitored, and processed personnel evaluations. Processed recommendations for awards, decorations and special assignments. Processed applications for separation and retirement. Applied knowledge of provisions and limitations of the Freedom of Information and Privacy Acts to assignments. Additional duties included, leading training classes for required combat skills, education services representative responsible for keeping soldiers abreast of tuition assistance programs, and assistant to the AWOL and retention program manager. Served as assistant squad leader for platoon.

09/1998 to 10/2001 Personal Service Representative Wells Fargo | City, STATE,

A customer service associate in a call center environment responding to a full range of consumer, commercial, bankcard and mortgage inquiries. Responsibilities included, account reconcilement, monetary adjustments, routine and non-routine maintenance on accounts. In addition, referring and cross-selling products to meet departmental and individual goals. Acting as an escalation point for more difficult or complex calls from other phone representatives, branch personnel, or service centers. Lead team meetings and coached in new hire classes. “POC” for a team of 17 associates. Performed other duties and special projects as assigned.

10/1996 to 05/1998 Financial Assistance Clerk Department Of Military Affairs | City, STATE,

Counseled soldiers on all aspects of tuition assistance programs to include State Tuition Assistance, Montgomery GI Bill, Army Continuing Education System, and education services marketing. Responsibilities included reviewing applications for accuracy and assuring that they were within Federal and State compliance for approval. Monitored and tracked applications through all stages of processing. Prepared correspondence to be mailed to applicants and submitted invoices for payment on approved tuition grants.

Education and Training
Expected in 05/2000 Bachelor of Science | Business Administration Virginia Commonwealth University, Richmond, VA GPA:

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  • Bachelor of Science

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