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

Experienced customer service manager with over 37 years experience in building positive business and customer relationships. Focused and diligent in completing tasks on time. Strong background of managing Retail, Distribution, and Delivery Operations with established processes and procedures of the U.S. Postal Service. Extensive expertise and knowledge of mailing guidelines and restrictions. Known for reliability and best-in-class work.Disciplined worker with success in working within busy, fast-paced settings. Skilled in building positive personal and professional relationships.

  • Report writing
  • Revenue generation
  • Process improvement
  • Complaint handling
  • Vehicle inspections
  • GPS use
  • Route planning
  • Mileage documentation
  • High-priority mail
  • Conflict resolution techniques
  • Client relations
  • Schedule coordination
  • Employee development
  • Inbound and outbound calling
  • Effective communication
  • Product and service management
  • Dispute mediation
  • Team management
  • Ability to prioritize
  • Motivational leadership style
Supervisor Customer Service, 11/1982 to 12/2019
Charter SpectrumMilledgeville, GA,
  • Supervised team of customer service professionals assisting Postal customers.
  • Identified and corrected performance and personnel issues negatively impacting team and business operations.
  • Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
  • Executed new training initiative to improve skills and develop leaders from within.
  • Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules.
  • Established and enforced clear goals to keep all employees on same level and working collaboratively.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
  • Established positive rapport with customers and customer service team members to maintain positive and successful work environment.
  • Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
  • Quickly responded to customers both online and in person to improve company customer service ratings.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Monitored daily activities of customer service team, providing guidance and encouragement to optimize productivity.
  • Oversaw training of new team members and mentored each to promote productivity, accuracy and friendly service.
  • Maintained knowledge of company products and services to effectively resolve complaints and concerns.
  • Ensured team member performance by providing supervision, scheduling, counseling and evaluations.
  • Received accolades for delivering exceptional customer service.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Answered customer requests with friendly, knowledgeable service and support.
  • Prepared daily documentation and logs, including weekly reports detailing activities.
  • Reduced process lags and effectively trained team members on best practices and protocol.
  • Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
  • Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.
  • Translated management directives into actionable mandates for front-line staff.
  • Generated reports to track and improve key metrics.
  • Maintained personnel files and records and observed all safety protocols to prevent breaches and misuse of data.
  • Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.
  • Delegated team tasks based upon each employee's skill level and knowledge, which improved accuracy and productivity.
Firefighter, 04/1980 to 11/1982
Reno-Tahoe Airport AuthorityReno, NV,

Maintained all firefighting and safety equipment on a fire apparatus

Maintained, drove and operated a fire apparatus as well as a hydraulic ladder truck

Train and performed in all firefighting, chemical, search and rescue, and lifesaving activities and actual events

Certified in CPR Instruction

  • Rescued victims trapped by fires and rendered first aid.
  • Completed field assessments of active fires and planned optimal approaches.
  • Assisted in development and maintenance of effective system of records and reports of alarm responses, fire and casualty reports, personnel actions, quarters, apparatus equipment, training, hose maintenance and testing activities.
Parts Counter SalesPerson, 05/1978 to 04/1980
H&H ChevroletSpringfield, MO,
  • Assisted customers and in house mechanics daily in finding parts for automotive repair needs.
  • Examined parts for defects and exchanged defective parts with manufacturer representative to maintain high quality standards and customer satisfaction.
  • Sold auto parts to in house repair shops as well as walk in and telephone customers
  • Performed inventory, return, and stocking of warehouse inventory.

Education and Training
High School Diploma: , Expected in 05/1978
South Natchez Adams High School - Natchez, MS,

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School Attended

  • South Natchez Adams High School

Job Titles Held:

  • Supervisor Customer Service
  • Firefighter
  • Parts Counter SalesPerson


  • High School Diploma

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