Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Highly personable Customer Service Professional with over 15 years of customer service experience.
  • Customer Service Professional with over ten years of experience in call-center operations.
  • Talent for identifying customer needs and presenting appropriate company product and service offerings.
  • Demonstrated ability to gain customer trust and provide them with exceptional follow-up when needed.
  • Expertise in customer service issues and complaints.
  • Secured numerous company achievement awards for delivery of exceptional customer service.
  • Experienced leadership skills, ability to direct a number of team members in daily tasks.
  • Proficient with Microsoft Office System (including Microsoft word, Microsoft PowerPoint® Microsoft Access, and Microsoft Outlook®) Also knowledgeable with Excel.
  • Strong communication skills
  • Team player 
  • Thrives under pressure
  • Adaptable  
  • painting
  • Editing 
Received Customer Service Awards for outstanding track record of positive customer feedback
Helped with painting through one of the the Quad City Music Guild productions.
Assisted with design of several rooms, acted and painted at the Factory of Fear Haunted House
Assistant director for a college class
Stage manager for college class
2012 to Current Support Associate Macy's | Lynnwood, WA,
  • Contacting customers and building report with them for company development.
  • Updating customers contact information into our "Salesforce" program.
  • Using an excel sheet, to keep track of customers contacted daily.
  • Making power point presentations for our branch office, supervisors, sales representatives, and managers of the updated information compiled.
  • Contacting customers for surveys in regards to new installations for elevators/escalators
  • Assisting the phone programing department to monitor elevator phones not making routine data calls.
  • Assist with our quick quote department when needed to process customer quotes over the phone or via email, using Microsoft access as well as logging customer/driver complaints.
  • Helping the call center and taking customer service calls as needed. 

Team Lead

  • Monitoring agents assigned to a specific team to ensure quality service.
  • Monitor agents live and recorded calls.
  • Ensuring agents follow scheduled breaks and lunches.
  • Monitoring supervisor mailbox to follow up with various issues.
  • Assist with mentoring new hire agents.
  • Block elevator phones that repeatedly call the service center.
  • Monitor call volumes and ensure agents are available for calls.
  • Entering data from non-contract customers in need of service.
  • Make changes to technician/supervisor schedules when needed for local branch offices.
  • Taking inbound calls regarding service needed on elevators and escalators.
  • Understanding the nature and location of the service call; determine priorities, and dispatch technicians.
  • Enter, update, and retrieve information from a variety of computer programs.
  • Act as first level of escalation from agents with customer complaints.
  • Handle any other assignments upon request from supervisors.
04/2011 to 01/2012 Bartender Crystal Springs Resort | Hamburg, NJ,
  • Making mixed alcohol beverages
  • Cleaning the tavern 
  • Stocking
  • Using the cash register for sales
  • Entertaining

01/2006 to 01/2011 Customer Service Representative Fidelity Investments | Sun City, FL,
  • Provide customers with options and solutions to credit, billing and emergency situations.
  • Explain complex concepts to a diverse group of customers to foster goodwill and understanding.
  • Solve customer problems and negotiate win-win solutions.
  • Answer incoming customer calls efficiently and professionally to provide customer with a quality interaction geared toward one call resolution.
  • Received Customer Service Awards for outstanding track record of positive customer feedback.
  • Received numerous complements from customers for consistently providing excellent service and tactfully resolving sensitive issues.
01/2005 to 01/2006 Dispatcher/Customer Service Representative Joseph Giannone Heating & Air Conditioning | Folcroft, PA,
  • Receiving inbound and making outbound calls regarding the maintenance of elevators and escalators.
  • Dispatching technicians to jobs as customer reports problems.
  • Use of a computer-aided dispatch system, receive emergency calls from the public and private sectors requesting technicians.
  • Determine the nature and location of the emergency; determine priorities, and dispatch technicians.
  • Enter, update and retrieve information from a variety of computer systems.
  • Mentor new employees going through the training.
2004 to 2005 Customer Service Associate Bryanlgh Medical Center | Lincoln, NE,
  • Data entry position through a sub contractor for Dish Network.
  • Assist technicians in finding job sites.
  • Confirmed order with technicians while in the field.
  • Provides solutions to billing questions and providing options of various cable packages.
  • Making sure new orders were dispatched promptly and updating orders if needed.
Expected in High School Diploma | Rock Island High School, Rock Island, Illinois GPA:
High School Diploma Rock Island High School - Rock Island, Illinois
Expected in Associates | Communications Scott Community College, Davenport, Iowa GPA:
Working towards Associates Degree in Communications Scott Community College- Davenport, Iowa
  • Making power point presentations for our branch office, supervisors, sales representatives, and managers of the updated information compiled
  • Assistant Stage Manager-"Elephant Man" Scott Community College, fall play Oct 2013
  • Assistant Director – “Antigone” Scott Community College, winter play 2013
  • Feb 2014 Assisted in painting at The Music Guild for the musical play “Legally Blonde” 2014
  • Painter, actor, room set up/design at Factory of Fear Haunted House- current
Customer Service, Receptionist, Retail Sales, Billing, Customer Service Representative, Solutions, Credit, Associate, Dispatch, Sales, Access, Excel, Logging, Mentoring, Microsoft Access, Ms Access, Sales Representatives, Service Center, Team Lead, Dispatcher, Dispatching, Maintenance, Mentor, Outbound Calls, Training, Data Entry, Marketing, Cash, Cash Register, Closing, For Sales, Stocking, Leadership Skills, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Ms Office, Operations,Assistant Director, Painting, Stage Management

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    School Attended

    • Rock Island High School
    • Scott Community College

    Job Titles Held:

    • Support Associate
    • Bartender
    • Customer Service Representative
    • Dispatcher/Customer Service Representative
    • Customer Service Associate


    • High School Diploma
    • Associates

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