Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Career Overview
Customer Service Representative Motivated and driven Customer Service Representative with over 15 years of hands-on experience delivering outstanding and experienced Customer Service in a call center environment.
Core Strengths
  • Strong organizational skills
  • Sharp problem solver
  • Courteous demeanor
  • Energetic work attitude
  • Inventory control familiarity
  • Top sales performer

Customer Assistance

  • Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Quality Communication

  • Interacted with 50+ affiliate stations in US and Puerto Rico, ensuring reliable and high-speed delivery to residential and small-business customers.

Computed Data Reports

  • Provided required weekly, monthly and quarterly reports listing sales figures and client track records.

Work Experience
2013 to 2014
Student United Natural Foods Inc Chaplin, CT,
  • Performed inbound calls daily for 15 + years Accommodated 30 - 50+ customers a day on various topics, questions and issues Scheduled appointments between customers and service department Sold and upsold bank and cellphone products and services Handled multiple line phones for transfers, holds and conferencing customer calls Handled customer issues ranging from web logins, hardware\software issues to account problems of all types Recorded detailed transactions in various company databases Utilized computer and company software to enter and process team call floor metrics Collaborated with team managers and supervised teams to meet weekly goals Secured and utilized confidential records and files Upheld working relationship with call center clients, identified and implemented client preferences, handled objections and criticism and reported all progress on created solutions to the client Researched and obtained needed information from within the company databases and people resources Achieved Customer Service AAS degree with advanced training in: Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Business Writing, Interpersonal Communications, Business and Management Procedures.
2012 to 2013
Bank Representative Netapp Atlanta, GA,
  • Provided expert inbound Customer Care for Ally Bank; handled a variety of challenges including certificate of deposit maturities, ACH bank transfers and technical support for web log in issues.
2010 to 2012
Sales Representative Enersys Romeoville, IL,
  • Exceled in sales and support of Sprint cellphones and accessory items.
  • Achieved sales goals on new accounts, accessories and equipment insurance; provided front line support for phone activations, billing and order issues.
2008 to 2010
Team Manager Air Transport International Denver, CO,
  • Continuously monitored and evaluated team metrics for twenty plus AT&T cellphone agents.
  • Metrics included attendance, call stats and sales goals for feature and plan upgrades.
  • Provided coaching and documentation to achieve client goals; administrated disciplinary actions for not meeting standards or adhering to company policies.
2007 to 2008
Quality Assurance Representative Sentinel Technologies Inc Roselle, IL,
  • Monitored and evaluated the quality performance of AT&T cellphone customer service agents in attaining client goals and objectives; delivered timely and constructive feedback to help improve agent performance; documented evaluation of calls to include outlining trends which require attention; strived to enhance the department's relationship with internal customers and clients ensuring the highest quality, responsive service possible is provided and obtained; established a good working relationship with team members and department contacts in order to maintain and improve the level of overall service provided.
2006 to 2007
Back Office Basic Research Salt Lake City, UT,
  • Processed quotes, bids and processing orders for the State and Local Government section.
  • Dispatched purchase orders and credit card orders and sent client quotes per faxed or emailed requests.
  • Proficient in tools provided to receive and process software license and media orders.
2005 to 2006
Customer Service Representative Motorola Solutions Plantation, FL,
  • Provided billing and technical support for Cingular Wireless on individual and business accounts; responsibilities including billing adjustments and Tech Support for wireless phone issues; upsold products and features on a commission basis.
2004 to 2005
Retention Specialist Pitney Bowes City, STATE,
  • Managed objections with benefits and features of products; presented proper offer based on needs assessment and closed the sale; met all established sales productivity targets; assisted with making outbound retention calls as required; worked with billing and other departments to correct billing and service for Postage by Phone; possessed strong sales skills.
  • Received 2004 Small Office Productivity Award.
1998 to 2004
Customer Support Technician II Software Spectrum City, STATE,
  • Billing support for charged support calls; daily customer callbacks to save satisfaction level; telephone support of Microsoft products; responsibilities including customer satisfaction toward supported Microsoft products in a call center environment.
  • Supported by phone: Windows 98, Outlook, NetMeeting and Outlook Express; interacted between support queues to better serve customers; provided timely resolution of customer's issues in a professional manner; additional phone support to include Symantec WinFax and TalkWorks faxing software.
  • 5-Quest Awards for outstanding technical and customer support.
  • Top tech support honors for nine months running.
Educational Background
Expected in 2014
AAS: Customer Service
Spokane Community College Customer Service - Spokane, WA
Expected in 1988
AAS: Electronics
Spokane Community College Electronics - Spokane, WA
Expected in 1988
Master Electronics Certificate: Electronics
Spokane Community College - Spokane, WA

benefits, Billing, Business Writing, call center, coaching, Interpersonal Communications, hardware, credit, client, clients, customer satisfaction, Customer Service, Customer Care, customer support, databases, documentation, Electronics, faxing, features, phone support, insurance, Local Government, Microsoft products, Microsoft Access, Microsoft Excel, NetMeeting, Office, Outlook, Outlook Express, Microsoft PowerPoint, Windows 98, Microsoft Word, needs assessment, policies, progress, quality, Quest, sales skills, sales, sales and support, Symantec, technical support, Tech Support, telephone, phones, Phone, upgrades, WinFax

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School Attended

  • Spokane Community College Customer Service
  • Spokane Community College Electronics
  • Spokane Community College

Job Titles Held:

  • Student
  • Bank Representative
  • Sales Representative
  • Team Manager
  • Quality Assurance Representative
  • Back Office
  • Customer Service Representative
  • Retention Specialist
  • Customer Support Technician II


  • AAS
  • AAS
  • Master Electronics Certificate

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