Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Dedicated, ambitious, and driven Technical Support Advisor with a background from a busy call center to an at-home work environment. Motived to maintain customer satisfaction and contribute to company success by fostering strong relationships within the organization and with customers around the world. 
  • Onboarding Mentoring Experience
  • Nesting experience
  • Phone and Chat experience
  • T2 iOSMac+
  • T2Beats
  • T2Coaching and developing skills from QA at previous job with IBM
  • Team Manager experience
  • Fast early adopter to new skills
  • Training experience
  • Creative problem solver
  • Understand the importance of confidential information
  • Enthusiastic developer of good relations with customers and peers
  • Goal oriented
  • Team builder
  • Flexible
  • ACEA Winner 2015
  • Participated in AHA Here 2 Help pilot for iOS phones with recognition of being able to adjust to new skills quickly.
  • Mentoring with Chat Onboarding for NAT, Transition from phones, SME (subject matter expert) for NAT classes.
  • Selected for Mac+ chat pilot transition July 2015.
Customer Relations:
  • J.D. Power named 2011 Customer Service Champion
Subject Matter Expert for The Sprint Project: 
  • Sent to assist with training at a call center in Tucson that was about to open.
  • Worked in the Learning Lab for over a year; developing my training, coaching, and leadership skills. 
  • Developed skills to identify an agent's strengths and weakness in order to help improve their ability to achieve customer satisfaction and issue resolution.
09/2015 to Current T2 Mac+ Chat Accenture | South Charleston, OH,

Providing simple solutions for complex issues for customer and T1 advisors for both iOS and CPU. 

  • Assisted in escalated cases and guidance via feedback to T1 level advisors.
  • Helped customers solve complex issues also filing RTA's to request more assistance.
  • Beats T2 trained 
  • Maintained CSAT at top the level on the team.
  • Top survey returns with positive customer comments
06/2015 to 08/2015 iOS T1 Chat Mentoring Apple Inc. | City, STATE,

Became a mentor for iOS Chat onboarding to assist with mentoring new advisors that were just hired, transitioning from.iOS phones T1, helping New Advisor Training as a SME when needed, also assisting in Nesting.

  • Helped nurture, coach, and develop skills needed to perform on their own in the chat environment.
  • Participated in NAT classes assisting the trainer in subjects they might not be familiar with personally in chat like behavior or how to implement certain practices.
  • Familiar with different mentoring session types for both NAT and Transition classes including "nesting style".
  • Sending approved email invitations for mentoring Setting up Webex meetings for mentoring.
10/2013 to 09/2015 iOS Chat T1 Apple Inc. | City, STATE,

Handled multiple inbound chats from customers around the world at the same time, assisting with technical and non-technical issues with iOS devices.

  • 100% Northstar evaluations focused on H2H with an emphasis on being able to acknowledge, align, and assure with a customer.
  • Selected to participate with onboarding and mentoring for new advisors, transitioning advisors from phones, and as a subject matter expert in new advisor training.
  • Helped build team moral by starting and maintaining a team photostream to get to know each other more.
  • Selected to transition into the Mac+ chat pilot in July 2015.
  • iOS Phones T1.
10/2013 to 10/2014 iOS Phones T1 Apple Inc. | City, STATE,
Troubleshooting and resolving problems with iOS devices over the phone.
  • Completed Account Security
  • Northstar H2H attributes at 90% or better
  • iOS T1 chat cross trained Consistent metric performance
04/2012 to 07/2013 Call Center Learning Lab Assistant Team Leader IBM/Sprint | City, STATE,

Managed a two-week training program for new hires transitioning from class room based training to hands-on call experience in customer service.

  • Pulled performance data from systems such as Advanis and Verint Formed training based off of data to achieve site performance goals.
  • Managed scheduling and schedule adherence for Subject Matter Experts and Specialists.
  • Attended weekly performance meetings with Operations Managers and Training Department.
  • Documented all coaching and corrective actions in excel for reporting to the vendor.
09/2011 to 04/2012 QA Call Center Process Delivery Operations Analyst IBM / Sprint | City, STATE,

Coached and developed call center representatives to use the most effective and efficient means for handling phone calls without sacrificing customer service while achieving the goals.

  • Provided coaching and feedback to specialists.
  • Held weekly team meetings with assigned Team Leads to form strategies to achieve performance goals.
05/2010 to 09/2011 Call Center Subject Matter Expert TELETECH | City, STATE,

Learning Lab SME assisting new agents transition from classroom-based training to the production floor environment.

  • Maintaining or exceeding site goals for the month.
  • Coaching agents on their performance through spot checks and agent readiness evaluation feedback.
  • Creating a strategic plan to improve an agent or agents statistics.
Expected in Associate of Applied Science | Computer Information Systems - Security Olympic College, Bremerton, WA GPA:
Computer Information Systems - Security
acquisitions, billing, call center, Mac+ , Beats, coach, Coaching, customer service, driving, email, IBM, team lead, Law, Mac, meetings, mentor, mentoring, merchandising, excel, word, policies, quality assurance, reporting, sales, scheduling, statistics, strategic, T1, teamwork, technical support, telecommunications, phone skills, Phones, phone, trainer, Troubleshooting, upgrades

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Job Titles Held:

  • T2 Mac+ Chat
  • iOS T1 Chat Mentoring
  • iOS Chat T1
  • iOS Phones T1
  • Call Center Learning Lab Assistant Team Leader
  • QA Call Center Process Delivery Operations Analyst
  • Call Center Subject Matter Expert


  • Associate of Applied Science

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