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

Claiming Eligibility under: VEOA

Job Announcement Number: TMO-2013-0030

Experienced in Trademarks for over ten plus years. My customer service in Trademarks allows me to skillfully blend diverse situations while making judgments and maintain high call level productivity rate.

As an informational specialist my customer focus is to ensure that the troubleshooting issues are to customer satisfaction. My computer skills are superior in MS Word, Excel and Power Point and telephony. My telephone etiquette and support in the proprietary systems are high in the call center arena.

I'm skilled in addressing customers concerns with speed and accuracy; giving instructions and guidance to the various links within our website. Maintain a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Highly effective at handling confidential information and identifying system improvements with ease. Strong organizational, technical and analytical skills going above and beyond given job responsibilities to achieve superior results and maintain company-wide data integrity.

Effective at taking on large and small tasks with little guidance or outside help. Successfully applies excellent time management skills and expert knowledge of Trademark policy and procedures. Able to type up important documents in a very short span of time without making any spacing errors or typos.

  • Strong problem solving ability
  • Troubleshooting skills
  • Telecommunications knowledge
  • Proficient with Microsoft Office Suite
  • Proficient in customer financial account software (Revenue Accounting Management)
  • Interactive Client software
  • and the USPTO Customer Contact Management systems (UCCMS)
  • Conflict resolution proficiency
  • High customer service standards
  • Team-oriented
  • Strong research skills
  • Data collection and analysis
  • Exceptional organizational skills
  • Excellent communication skills
  • Excellent time management skills
  • Reliable
  • Goal-oriented
  • Active listening skills
  • Courteous demeanor
  • Energetic work attitude
  • Customer service expert
  • Self-starter
  • Meticulous attention to detail
  • Professional and mature
  • Worked with company systems such as ECC 3.0, Trademark Manual of Examining Procedures, Trademark Status Document Retrieval, Trademark Electronic Search, Code of Federal Regulations, and diligently completed all assigned tasks, working overtime as needed.
  • Responded to 2580 telephone interactions with an average call handle time of 4 minutes and 06 seconds.
  • Responded to 333 emails with a combine accuracy rate of 92%.
  • Certificate for 15 years of service in the US Government
  • Certificate for outstanding support as a key worker for Combined Federal Campaign.
  • Letter of Appreciation for participating in "Take your child/children to work".
  • Received a Bronze medal for superior Federal service.
  • A plethora of military awards and accommodations during my tenure service time.
03/2003 to Current Trademark Information Specialist 70K 40 hours per week Mrs. Dora Best 571-272-9633 Contact:Yes United State Patent And Trademark | City, STATE,

Series, Grade/Step: GS-0301-11

Serves as an analyst for internal and external customer by providing efficient, accurate and courteous customer service to the internal and external customer regarding the Trademark process, office policies. Under the Code of Federal Regulation (CFR) and the Trademark Manual of Examining procedures and the USPTO electronic products and services. Analyze and resolve problems utilizing root cause methodology within the Trademark Procedural process and recommend solutions by collecting and assembling data regarding formal complaints with respect to specific trademark applications and registrations. Build customer loyalty by placing follow-up calls to customers who report trademark application and registration issues. Maintain and update records at all times using the USPTO customer Contact Management System UCCMS to track the status of formal complaints and customer inquiries. Research, analyze, resolve, update and disseminating email responses via the USPTO Customer Contact Management System. Assist the external customer's in the navigation of the USPTO website, and promote the use of Trademark Electronic Application System.

08/2001 to 02/2003 Finance Specialist 23K 40 hours per week Mr. Zachary Clifton 571-272-9598 Contact: Yes Innovative Technology Inc./ US Trademark | City, STATE,

Participated in establishing performance standards through a Government partnership on controlling the flow of request at the finance office location for internal and external customers. Processed an average of 500 application and recurring finance correspondence daily. Applied deposit account, monetary replenishment and monies to in house photocopy cards. Researched and trouble shot files for proper fees codes. Assisted staff attorneys with financial error issues relating to trademark applications. Interfaced with external customers, attorneys and legal staff providing daily financial assistance with quality review of amendments, timely compliant documents and other related financial procedures in accordance with the Code of Federal Regulation, Trademark Manual of Examining Procedures, Revenue and Accounting Management and office guidelines.

11/2000 to 08/2001 Manufacturing Operator 20K 40 Hours per week Mr. Wayne 703-396-1000 Contact: No longer exists Dominion Semiconductor | City, STATE,

Processed silicon wafers used to create integrated circuits that are present in everyday electrical and electronic devices. Used a multiple-step sequence of photolithographic and chemical processing steps which electronic circuits was gradually created on a wafer made of pure semiconductor material to make chips for electronic devices. Utilized tools that removed plasma etching and organic residue and foreign material matter. Quelled (tested) tools for proper leaks, etch, and foreign material rate. Inspected silicon wafers for uniformity and residue removal.

09/2000 to 11/2000 Teleconference Coordinator 20K 40 Hours per week Ms. Jessica Murk 703-435-4713 Contact: No longer ex Vilog Group Communication | City, STATE,

Certified teleconference coordinator. Responsibilities included setting up and connecting conferences using a multi-party Private Branch Exchange (PBX) system and a multi-control unit system. Programmed phone lines for incoming secret pin code calls, high level quarterly business calls, and press , media, radio stations, investors, government officials, and various related calls. Setup polling calls so customers can vote on various topics; setup digital relay interaction voice response, so callers can listen to conference; setup electronic question and answer system, so that the caller can use the touch method to ask a question. Voice stamped and voice scripted tapes for conference calls. Announced caller participants to conference meetings, updated moderator of a conference call on the time and the number of participants on the call. Successfully connected phone bridges that consisted of 144 lines so that callers can be connect to other callers from anywhere in the United States and countries abroad to join in a conference call.

03/2000 to 08/2000 Customer Service Support Manager 20K Ms. Joan 336-519-2226 Contact: No longer exists Compass Group | City, STATE,

Inspected 13 cafeteria units that consisted of a combined total of 150 employees and 26 managers and assistant managers throughout the Piedmont Triad of North Carolina (the area within and surrounding the three major cities of Greensboro, Winston-Salem, and High Point).

Developed and coordinated menus, events and catering for 13 corporate dining facilities. Managed budgets of food and supply expenses. Developed staffing plans for each dining facility including recruitment, hiring, and training of staff at all locations. Verified proper deposit and cash handling procedures was adhered to with company guidelines; insured proper temperature of food was meet in accordance with health codes; Inspected equipment logs for proper maintenance procedures. Optimized profits by controlling food, beverage and labor costs on a daily basis.Efficiently resolved problems or concerns to the satisfaction of all involved parties.Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.Built sales forecasts and schedules to reflected desired productivity targets.Initiated negotiations regarding vendor contracts and kept updated records of contracts.Regularly updated computer systems with new pricing and daily food specials.Consistently obtained highest rating from the county health department.

02/1999 to 02/2000 Supervisor I 20K Mr. Tony 336-713-3059 Contact: No longer works there North Carolina Baptist Hospital | City, STATE,

Supervised twenty-four employees on exceptional customer service standards.Developed and maintained a staff that provided hospitable, professional service while adhering to policies and business initiatives.Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines. Ensured compliance to all local, state and Federal regulations. Prepared financial reports and facilitated purchase as per policies. Analyzed daily menu and prepared food accordingly.

Managed all cash receipt reports and signed invoices. Developed strategies to achieve all objectives. Coordinated with team and designed continuous improvement activities.Monitored inventory and recommended ways to reduce waste. Maintained neat and clean work areas at all times. Carefully prepared weekly payroll to keep up with projected revenue for the week.Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.Regularly updated computer systems with new pricing and daily food specials.Worked closely with the chef and cooks to determine menu plans for special events or occasions.Counseled and disciplined staff when necessary.Consistently obtained highest rating from the county health department and Joint Commission on the Accreditation of Hospitals Organization (JACHO).Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency.Scheduled and directed staff in daily work assignments to maximize productivity.

03/1981 to 05/1998 Flag Staff Generals' Aide & Non-Commissioned Officer In Charge (supervisor) Contact:Retired United States Army | City, STATE,

Appointed personal attendant to six Flag Staff General Officers. Consistently and successfully executed a myriad of complex detailed actions critical to meeting principals of protocol. Assisted with the care, cleanliness, and order of official entertaining areas (IAW and defined by Army Regulation 210-50) within the General Officers Government assigned quarters. Assisted with the care, cleanliness and presentation of the General Officers uniforms, and military personal equipment. Perform as Point of Contact in the General Officers quarters. Received and maintained records of telephone calls, made appointments, and received guests and visitors. Assisted in the planning, preparation, arrangement, and service of food and beverages in the General Officers assigned quarters for the conduct of official social functions and activities, such as receptions, parties, and dinners. Accomplished tasks that aided the officer in the performance of his military and official responsibilities, including performing errands for the officer, providing security for the quarters, and providing administrative assistance. Managed over thirty military and civilian food service personnel on all military dining facility, shipboard galleys, and field feeding operations. Supervised over fifteen military and civilian personnel on all administrative occupational duties. Prepared orders/request for orders for military duty and travel. Filed correspondence and maintained files per Modern army Recording System (MARKS). Posted changes to Army regulations. Prepared reports and data on current strengths, and projected gains and losses of military personnel. Identified personnel and determined eligibility for promotion and discipline action. Typed disposition forms, military and non-military letters of endorsements, recorded messages, and other correspondence in accordance with prescribed directives. Monitored preparation and submission of requisitions for Officers and Enlisted personnel. Established work schedules and prioritized work assignments according to assigned personnel. Prepared and conducted training programs, open, sorted, routed and delivered incoming and outgoing correspondence and messages. Received and maintained military publications. Established strong interpersonal skills, ability to assess the needs of the office, researched and reviewed all incoming and outgoing information and efficiently resolved problems or concerns to the satisfaction of all involved parties.

Expected in 2012 Certificate | Organizational Training United States Patent Office, Alexandria, VA GPA:
Expected in 2012 Certificate | Resolving Conflict Management Concepts, Washington, DC GPA:
Expected in 2011 Specialized Coursework | Administrative Professional US Department of Commerce, Washington, DC GPA:

GPA - 4.0

Expected in 2010 Certificate | Fundamentals of Writing USPTO, Alexandria, VA GPA:
Expected in 2010 Certificate | Telephone Service Skills Training Course Phone Pro, Alexandria, VA GPA:
Expected in 2009 Certificate | GSA SmartPay Travel Card US General Services Administration, Alexandria, VA GPA:
Expected in 2004 Certificate | Enterprise Contact Center 3.0 Systems Integration Inc., ALexandria, VA GPA:
Expected in 1999 Diploma | Child Development Professional Career Development Institute, Norcross, GA GPA:

GPA - 4.0

Expected in 1998 Diploma | Management Training US Training Support Center, Fort Eustis, VA GPA:

GPA - 3.5

Expected in Associate of Arts | Paralegal Ashworth College, Norcross, GA GPA:

GPA - 3.0

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School Attended

  • United States Patent Office
  • Management Concepts
  • US Department of Commerce
  • Phone Pro
  • US General Services Administration
  • Systems Integration Inc.
  • Professional Career Development Institute
  • US Training Support Center
  • Ashworth College

Job Titles Held:

  • Trademark Information Specialist 70K 40 hours per week Mrs. Dora Best 571-272-9633 Contact:Yes
  • Finance Specialist 23K 40 hours per week Mr. Zachary Clifton 571-272-9598 Contact: Yes
  • Manufacturing Operator 20K 40 Hours per week Mr. Wayne 703-396-1000 Contact: No longer exists
  • Teleconference Coordinator 20K 40 Hours per week Ms. Jessica Murk 703-435-4713 Contact: No longer ex
  • Customer Service Support Manager 20K Ms. Joan 336-519-2226 Contact: No longer exists
  • Supervisor I 20K Mr. Tony 336-713-3059 Contact: No longer works there
  • Flag Staff Generals' Aide & Non-Commissioned Officer In Charge (supervisor) Contact:Retired


  • Certificate
  • Certificate
  • Specialized Coursework
  • Certificate
  • Certificate
  • Certificate
  • Certificate
  • Diploma
  • Diploma
  • Associate of Arts

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