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

Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.

Practiced customer service professional with inbound call center expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information.

Productive Call Center Representative with 6 years' experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Accomplished in consistently earning top customer satisfaction ratings by remaining professional and allowing customers to determine when needs have been met.

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

  • Technical troubleshooting
  • Providing customer support
  • Call center experience
  • Inbound phone call management
  • Call documentation skills
  • Professional telephone voice
  • Interpersonal skills
  • Resolving issues
  • Order processing
  • Error identification
  • Email communications
  • Verifying data accuracy
  • Data entry
  • High-volume call reception
  • Telephone headset mastery
  • Client relationship management
  • Documentation skills
  • Organizational skills
  • Basic math
  • Friendly, positive attitude
  • Time management
  • Work ethic
  • Supervision
  • Tech-savvy
  • PC proficient
  • Flexible
  • Security understanding
  • Professional and polished presentation
  • Planning
  • Decision-making
  • Reliable and trustworthy
  • MS Office
  • People skills
  • Scheduling
03/2004 to 02/2021 Survey Interviewer Icf International, Inc | Columbia, MD,
  • Restated questions without altering meaning to facilitate participants' comprehension and collect high-quality data.
  • Contacted interviewees to be interviewed at home, place of business or field location by telephone.
  • Noted and reported evidence of unclearly worded questions to supervisor to increase survey effectiveness.
  • Listened intently and objectively to accurately code responses.
  • Sought out and interviewed appropriate alternative interviewees when designated interviewees lacked necessary knowledge.
  • Reviewed results for completeness and accuracy before submitting.
  • Communicated survey procedures and objectives to interviewees.
  • Followed detailed instructions including skip and filter questions to obtain and verify complete and valid information.
  • Assisted individuals in filling out applications or questionnaires.
  • Identified and resolved inconsistencies in responses using appropriate questions and explanation.
  • Probed for relevant or appropriate information without influencing responses.
  • Coded and inputted survey results accurately to maintain data integrity.
  • Verified eligibility of individuals for survey by asking for relevant personal information and checking questions.
  • Used computer-aided telephone interviewing system to record data.
  • Maintained confidentiality when addressing sensitive information with tact and diplomacy.
  • Developed practical and comprehensive lines of questioning to encourage communication with subject of interview.
  • Utilized script for on-demand phone project assignment to deliver surveys to recipients.
  • Communicated clearly and listened attentively throughout interview process to facilitate exchange of information.
  • Focused and observant of individuals' verbal and non-verbal communication cues such as tone, inflection and body language.
  • Interacted sensitively, effectively, and professionally with individuals from diverse cultural, socioeconomic and educational, sexual, gender and religious orientations and backgrounds.
  • Checked all contact information from research subjects for accuracy and implemented it into company's computer system.
  • Interviewed potential participants to determine eligibility.
  • Entered participant data into databases.
  • Supported researchers in planning and executing research.
  • Verified that interviewees completed survey fully before concluding interview.
  • Documented results from participant observations.
01/2006 to 11/2011 Customer Service Representative Raytheon Technologies Corp | Uniontown, OH,
  • Resolved average of 10 inquiries per hour to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Assisted approximately 10 calls from customers each hour with different types questions related to their account.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Upheld privacy and security requirements established by Satellite TV Services.
  • Reviewed account and service histories to identify trends and issues.
  • Trained 1/2 new employees each year in procedures and policies in order to maximize team performance.
  • Answered maximum inbound calls per day and directed to designated individuals or departments.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • Educated customers on special pricing opportunities and company offerings.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Documented conversations with customers to track requests, problems and solutions.
  • Never left chance to up sell or cross sell with customers approval, and identify needs and sell products accurately.
03/2005 to 12/2005 Mentor Volunteer Kroger | Boulder, CO,
  • Completed assigned duties and consistently produced high volume of work to support daily students needs.
  • Mentored junior students to promote better understanding of information to students.
  • Kept team on track by assigning and supervising their activities and giving constructive feedback.
04/2002 to 03/2004 Cashier PAK'nSAVE | City, STATE,
  • Operated cash register, collected payments and provided accurate change.
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Helped customers find specific products, answered questions and offered product advice.
  • Trained new team members in cash register operation, stock procedures and customer service.
  • Processed all sales transactions accurately and promptly to prevent long customer wait times.
  • Resolved issues regarding customer complaints and escalated worsening concerns to supervisor for remediation.
  • Worked closely with front-end staff to assist customers and maintain satisfaction levels.
  • Received payments for products/groceries and issued receipts.
  • Monitored sales events, added new merchandise and rang up purchases.
  • Assisted Team Leads with completing end-of-day counts and securing funds to prevent loss or theft.
  • Resolved issues with cash registers, card scanners and printers.
  • Processed maximum transactions per day with exceptional accuracy.
  • Welcomed customers, offering assistance to help find necessary store items.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Trained new employees in cashiering procedures, offering assistance in resolving cash issues.
  • Inspected items for damage and obtained replacements for customers.
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
  • Assisted customers with account updates, new service additions and promotional offers.
  • Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
  • Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
  • Properly verified customer identification for alcohol or tobacco purchases.
  • Wrapped items and bagged purchases properly to prevent merchandise breakage.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Scanned customer purchases, supporting transactions to streamline sales process.
  • Stock products on shelves as overtime.
Education and Training
Expected in 01/2006 Associate of Applied Science | Auckland University Of Technology, Auckland, GPA:
Expected in 09/2003 High School Diploma | Avondale College, Avondale, GPA:

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School Attended

  • Auckland University Of Technology
  • Avondale College

Job Titles Held:

  • Survey Interviewer
  • Customer Service Representative
  • Mentor Volunteer
  • Cashier


  • Associate of Applied Science
  • High School Diploma

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