Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary
A highly-motivated individual with twelve years of professional experience. Organized, flexible, creative, and service-oriented. Offering a combination of creativity and problem solving abilities. Ability to develop and train new employees. Ability to handle inquiries and resolves problems as they arise.
  • Skilled trainer
  • Excellent time management skills
  • Effective problem solver
  • Customer-focused
  • Team building
  • Employee training and development
  • Works well under pressure
  • MS Office expert
  • Flexible
  • Organized
  • Accurate and detailed
Work History
2011 to Current
Team Lead University Of Michigan Ann Arbor, MI,
  • Responsible for planning, organizing, leading, and controlling the operational, fiscal and personnel activities to meet work units service levels.
  • Lead the Non-phone team by tracking team member performance insuring that service level agreements are met, and ensuring all non-phone related work is completed in the allotted amount of time Process and make determinations of approvals on Temporary Assistance Request for students' with temporary injuries to use on College Board Exams Work with the Learning and Development department to develop new Training Materials, as well as updating existing training materials for existing staff members Lead new hire training classes to ensure that new staff has the proper information to assist customers questions and concerns.
  • As well as, run refresher training classes for existing staff members Assist with interviewing and hiring of new staff members Track and report on metrics, key volume indicators for individual and group performance to senior management Monitor and evaluate Customer Service Representatives to ensure quality information is being provided to College Board customers Handle escalated customer issues/request and determine the appropriate actions to take.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Trained staff on operating procedures and company services.
  • Identified individual development needs with appropriate training.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
2002 to 2011
Service Team Leader Abb Ltd Flowery Branch, GA,
  • Support Store Management and helping run daily Front End Operations
  • Manage the staffing, scheduling, training and development of cashiers and Helping Hands, as well as performing observations 
  • Conducted annual performance reviews
  • Ensured department tasks are completed efficiently, and in a timely manner 
  • Manage store operations during the evening hours in the absence of store or department managers, making sure that the store is running efficiently and effectively 
  • Assisting customers and employees in need of assistance and handling other situations that may develop throughout the store
  • Deliver incredible customer service by assisting fellow departments with any customer concerns or complaints by using my best judgment in order to satisfy the customers 
  • Assist with community events that the store takes part in.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Trained staff on operating procedures
  • Fostered an environment which encouraged continual process improvements.
Current to Current
Senior Customer Service Representative Northwell Health Nyack, NY,
  • Assist a verity of task associated with customer and client services for the College Board Services for Students with Disabilities Call Center 
  • Communicate with students, parents, high school counselors, and test center supervisors via telephone contact to provide and obtain information regarding the testing process 
  • Communicate with parents and high school counselors about the process to apply for accommodations to use when testing on College Board Test
  • Assist students and parents with applying for College Board test with approved accommodations, as well as registering students over the phone for SAT and SAT Subject Test 
  • Assist department management staff with the development of training materials, and assist in training new employees.
Current to Current
Pharmacy Technician Bioplus Specialty Pharmacy Longwood (Ahre), FL,
  • Support pharmacist and performs many pharmacy-related functions 
  • Developed customer relations.
  • Built relationships to gain loyal customer base Provide technician training to newly hired staff Completed prescription processing and problem solving Manage inventory control system.
  • Maintained and ordered inventory according to cliental needs Medicare Part-D specialist- Assist customers understand their prescription plan by walking them through the benefits provided by the carrier Consult with Insurance companies to provide assistance to customers.
Expected in
Masters: Human Resource
University of Scranton - Scranton, PA
Human Resource
Expected in 5 2006
Bachelor of the Arts: Elementary Education
Kean University - Union, NJ
GPA: Cum Laude.
Cum Laude.
The Dale Carnegie Course Skills for Success- Completed March 19, 2014  

Six Sigma Certification – Completed September 29, 2014 Awarded Green Belt
benefits, Call Center, CRM, client, customer relations, Customer Service, senior management, hiring, Insurance, inventory, inventory control, Team Lead, Microsoft Office, organizing, People Soft, performance reviews, personnel, problem solving, quality, Quality Control, SAT, scheduling, service level agreements, staffing, technician, telephone, phone, Employee Training, Training Materials
Additional Information
  • HONORS Kean University Deans List Phi Alpha Theta (History Honor Society) Lamda Alpha Sigma (Kean Honor Society) Kappa Delta Pi (International Honor Society in Education) AWARDS & CERTIFICATES The Dale Carnegie Course Skills for Success- Completed March 19, 2014 Six Sigma Certification - Completed September 29, 2014 Awarded Green Belt

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  • Kean University

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