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

Accomplished Representative with over 10 plus years of experience. Committed to providing efficient, high-quality support. Resourceful Support Representative polished in assessing and resolving diverse problems. Experience as a Quality Analyst in programs and projects. I have effective communication and organizational skills. Experienced in communication skills, inspections and mentoring others offering continuous improvement.

  • Call center experience
  • Windows/Excel
  • Technical Troubleshooting
  • Customer support needs assessment
  • Software quality assurance knowledge
  • Audit processes
  • Performance assessment
  • Statistical analysis
  • Inspections and audits
  • Reporting procedures
  • Date Entry Documentation
11/2017 to Current
Technical Support Representative Envista Baltimore, MD,
  • Assisted Vesta users via phone chat, to resolve issues related to software and system use and access.
  • Set up new desktop system access loading required software and server permissions to get Vesta access
  • Supported customers with billing, access and account issues. Helped review any concern and find a resolution.
  • Worked with customer service Tier II if needed to resolve customer concerns on daily basis or review previous scenarios posted in WC.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Assisted customers with various types of technical issues via email, and telephone.
  • Provided on-site/on phone call technical support and project support when needed.
  • Researched, resolved and followed up on customer issues by doing callbacks.
Feb2016 to Mar2017
Quality Analyst Specialist Wolters Kluwer Wilmington, DE,

Reported on audit results to inform leaders of areas in need of improvement.

  • Attended weekly meetings with administration department.
  • Monitored completed work and provided feedback to improve team member performance.
  • Administered internal surveys and analyzed results to decipher operational needs and develop targeted solutions.
  • Identified quality trends to investigate any flaws, process inefficiencies and training needs.
  • Recommended improvements to systems and/or procedures for increased productivity/ customer satisfaction.
  • Investigated performance to maintain employee adherence to quality performance
  • Designed forms for documentation of testing procedures and results, identifying fields of measurement relevant to increasing consistency.
  • Implemented internal auditing practices to create compliance reports.
  • Communicating with Supervisors, Administration, Team to report any Progress and identify any agents needing progress.
Dec2014 to Feb2016
Identity Protection Agent Wolters Kluwer Austin, TX,
  • Identified client needs and worked closely with management personnel to ascertain appropriate solutions
  • Gathered data and compiled information for submission from customers due to any identity theft.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our services being offered to our customers.
  • Perform Proper Documentation and privacy procedures followed for their protection and privacy.
  • Compliance side by side coaching with co-workers to work each other up and identify and areas that need to improving.
AUG2014 to Sep2014
Customer Service Representative ACT City, STATE,
  • Interviewed customers regarding Bank issues and reported feedback to management team to our fraud department
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Answered customer questions and addressed concerns. Documented appropriate reports and followed procedures needed to report fraud.
  • Documented conversations with customers to track requests, problems and solutions for reported fraud
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
Aug2013 to Dec2013
Customer Service Representative Convergys City, STATE,
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Reviewed account and service histories to identify trends and issues.
  • Documented conversations with customers to troubleshoot and assist with problemsolving their issue.
Jan2011 to Jul2011
  • Documented timecard data, maintenance logs and production logs.
  • Coordinated efficient line changeovers to meet standards and maximize uptime.
  • Monitored daily operations for quality and adherence to work order specifications.
  • Supervised, trained and guided team by coaching on daily activities.
  • Communicated daily schedule and delegated work to employees.
  • Enforced rules and procedures for accuracy, efficiency and safety.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Realigned workflows with changing business demands by evaluating processes and employee strengths.
  • Conveyed project information consistently and quickly to resolve issues and deliver constructive feedback.
Aug2009 to Aug2010
Recruiter/Field Enumerator US Census Bureau City, STATE,
  • Sourced, qualified and conducted screening interviews with job candidates.
  • Built and leveraged professional network connections which provided continuous and relevant applicant sources across diverse industries and experience levels.
  • Performed professional and technical recruiting in areas of skilled trade, finance and IT.

  • Collaborated with recruitment and HR professional to achieve hiring goals.
  • Reviewed referral candidates and contacted qualified individuals to request applications.
  • Planned and executed recruitment events to bring in area candidates.
  • Displayed and distributed marketing and advertising materials and participated in educational presentations for general recruitment purposes.
  • Proactively identified and solved complex recruitment problems impacting employer short- and long-term success.
  • Strengthened operational efficiencies and traceability by developing organizational systems for maintaining confidential employee records and reports.
  • Provided recruiting activity reports to management utilizing industry-specific software and guidelines.
  • Shared information about training and job opportunities with school representatives, public officials and community liaisons.
jun2000 to feb2008
Taxpayer Compliance Officer Texas Alcoholic Beverage Commission City, STATE,
  • Assessed internal documentation and communications as well as public relations and advertising materials for compliance with company policies and legal requirements.
  • Maintained and revised policy procedures for general operation of compliance program.
  • Enforced safety and regulatory adherence at Ports of Entry that customers are following compliance procedures.
  • Documented collections amounts and status and maintained information in organizational database.
Education and Training
Expected in 06/1995
High School Diploma:
James Pace High School - Brownsville, TX,

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School Attended

  • James Pace High School

Job Titles Held:

  • Technical Support Representative
  • Quality Analyst Specialist
  • Identity Protection Agent
  • Customer Service Representative
  • Customer Service Representative
  • Recruiter/Field Enumerator
  • Taxpayer Compliance Officer


  • High School Diploma

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