Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Career Overview

Results-oriented professional who possess a positive attitude, strong organizational skills and attention to detail with accuracy. Proficient at explaining complicated technical concepts to users of varying degrees of technical understanding. Proven capability to identify training needs and provide information concerning training approaches and content. Knowledgeable in an assortment of operating systems, applications and hardware.


Strong Communication and Analytical Skills

Technical Support

Vast software and Technical Knowledge

Data Research

Procedure Development

  • Technical Manual Development
  • Curriculum Development and Assessment
  • On-Line Help Documentation
  • Process Improvement Strategies

Training and Documentation

•Developed and facilitated systems and benefit training including e-learning using various training software including Captivate and Articulate.

•Developed and maintained training database and assessments

•Created and published departmental procedures manuals using various Help Authoring Tools.

Process Improvement

•Planned, directed, coordinated and assigned tasks to meet and exceed the department's delinquency goals for six consecutive quarters.

•Increased productivity by 70% by creating reports and using positive reinforcements.

•Developed and maintained database to streamline processes.

Computer Skills

AS400; Showcase; Avaya; Microsoft Office 2007and XP; Outlook, Word, AACER and PACER - level : Proficient

Excel, Access, PowerPoint, Lotus Notes, Best Case, WestLaw, Lexis and LoisLaw - level : Intermediate

Adobe E-Learning Suite, Captivate, Articulate, Infinity, VISIO, Desktop Publishing for Windows, SharePoint, Net Meeting, Visual Studio, Java - level : Basic

Work Experience
11/2014 to Current Technical Support Agent Eset | Seattle, WA,
  • Planned, directed, coordinated and assigned tasks to meet and exceed the department's delinquency goals for six consecutive quarters.
  • Increased productivity by 70% by creating reports and using positive reinforcements.
  • Developed and maintained database to streamline processes.
  • Answer incoming inquiries, respond to customer questions and solve problems according to standardized procedures.
  • Accurately capture all customer and issue related information in the proper database.
  • Lead customers through documented process of fixing their software, hardware, or network problems.
  • Use product information, multiple client tools, client specific reference materials, scripting, advanced technical knowledge, and customer service skills and problem solving skills to diagnose and solve customer problems.
  • Develop relationships with customers.
  • Continuous training on new technology, products and services.
11/2013 to 07/2014 Microsoft Office Specialist Best Buy | City, STATE,
  • Merchandising and Sales Continuous training on new technology.
  • Demonstrate computer/tablet capabilities.
  • Present total solution offerings and sales support based upon each customer's unique needs, both before and after the sale.
  • Train peers on Microsoft products.
09/2011 to 04/2014 SUPERVISOR/TRAINER/TECHNICAL WRITER/ Recruiter Contract/Short Term Positions | City, STATE,
  • Created Policy and Procedure documents, systems manuals, training manuals, and e-learning modules.
  • Developed and implemented policies, procedures and process improvement initiatives to increase the accuracy, efficiency and responsiveness of the departments.
  • Interviewed and conducted side-by-side training with Subject Matter Experts in order to learn the systems and processes.
  • Proof read documents for errors and accuracy.
  • Develop and organize training manuals, multimedia visual aids, and other educational materials.
  • Conducted testing of online training modules and system manuals to ensure no steps were missing and that modules worked properly.
  • Carried out all recruitment processes including head-hunting, reaching potential candidates by telephone/email, applicants' resume screening, interviewing applicants, processed background checks, shortlisting, finalizing hiring and closing vacancies.
  • Carried out employee orientations and processed new hire paperwork, ensuring compliance with company requirements on time Managed, coordinated, facilitated employee training and development programs.
  • Completed monthly employee audits and yearly reviews.
  • Effectively communicated with team members to maintain clearly defined expectations.
11/2004 to 09/2011 Bankruptcy Manager/Training Manager Santander Consumer USA/Citi Financial Auto | City, STATE,
  • Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
  • Identified inefficiencies and made recommendations for process improvements and additional training needs.
  • Coordinated the review and updating of all bankruptcy departments policies and procedures which also included developing an in-depth, user friendly format for policies and procedures.
  • Surpassed delinquency goals in six consecutive quarters.
  • Conducted analysis to address productivity which led to 70% increase.
  • Recruited and hired new staff members.
  • Coached and mentored 25 staff members by offering constructive feedback and taking interest in their long-term career growth.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Reviewed accounts to resolve associates' questions, Monitored specialists' queues to manage workflow, delegate assignments and handled escalated customer calls and account issues.
  • Gather and analyze research data, such as statutes, decisions, and legal articles, codes, and documents.
  • Earned the Employee of the Month and Employee of the Quarter Award.
Education and Training
Expected in 1997 Diploma | Legal Secretary Anoka Technical College, Anoka, MN GPA:

Minor in Microsoft Office/DeskTop Publishing

Expected in Bachelor of Science | Technical Management DeVry University, Irving, TX GPA:

Technical Communication concentration

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy


Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score
could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:


resume Strength

  • Length

Resume Overview

School Attended

  • Anoka Technical College
  • DeVry University

Job Titles Held:

  • Technical Support Agent
  • Microsoft Office Specialist
  • Bankruptcy Manager/Training Manager


  • Diploma
  • Bachelor of Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: