Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Self-motivated federal government professional with over 14 years experience in management, customer service, and office support with a background in accounting and finance. Extensive knowledge of Microsoft Word, Microsoft Excel, and Outlook. Skilled in supporting program needs and managing projects with little oversight. Accustomed to juggling multiple tasks and working under pressure. Team player with lengthy experience meeting deadlines, shifting priorities, and following government policies and rules of discretion. Thorough and precise with exceptional writing skills. Recognized consistently for performance excellence and contributions to success in government.

  • MS Office
  • Accounting familiarity
  • Project planning
  • Business operations
  • Report writing
  • Database management
  • Spreadsheet management
  • Typing 60 wpm
  • Research
  • Customer service
Bachelor of Arts: Journalism, French Language And Literature, Expected in
University of Maryland - College Park, MD
Transcriptionist, 06/2015 to Current
CelligentSpartanburg, SC,
  • Convert audio and video recordings to typed documents
  • Correctly include speaker identification tags and timestamps
  • Perform online research and fact-checking of client information and terminology to create a perfect transcript
  • Follow individual set of style guidelines established by each company or client
  • Edit projects completed by other transcribers that do not pass Quality Review
  • Maintain strict confidentiality and uphold privacy practices for all clients
Passport Acceptance Agent/Services Associate , 01/2019 to 02/2020
United States Postal Service 58 Hrs/wkCity, STATE,
  • Received and examined applications and supporting government-issued verification for the issuance, amendment, and replacement of passports presented by applicants or representatives
  • Approved acceptance of completed application package and payment to be forwarded to Department of State
  • Administered "Penalties of Perjury" declaration to applicants.
  • Took passport photos ensuring they meet Dept of State security acceptance guidelines
  • Sold and collected payment for products such as stamps, prepaid envelopes, calculated postage, mailing supplies, and money orders
  • Obtained signatures from recipients of registered or special delivery mail, and post office boxes
  • Reconciled cash drawers at the start and end of each shift
  • Complete forms regarding refund of services, Customs Declarations, or special services such as registered or certified mail
  • Responded to complaints regarding mail theft, delivery problems, and loss or damage mail, by filling out forms or making appropriate referrals for investigation
Immigration Services Assistant GS 1802-06, 06/2016 to 10/2016
U. S. Citizenship & Immigration Services 40 Hrs/wkCity, STATE,
  • Reviewed immigration claims by verifying customer identity and confirming release of information to appropriate person and/or authorized individual only
  • Used InfoPass, an Internet-based application, to schedule, cancel, and track appointments for customers
  • Improved customer service by performing pre-screening to identify their issue and reduce need for further assistance from Immigration Officer
  • Provided citizenship claim information at Customer Service window to customers explaining benefits of citizenship, processing time frames, ceremony questions, immigration claim status and other claim information
  • Accompanied Immigration Officer to court to assist with Naturalization Oath Ceremony by validating immigration documents, reviewing candidates' notice (N-445) to verify information,
    asking interview questions, and reporting discrepancies to Immigration Officer for further review
  • Confirmed receipt of all lawful permanent resident cards, employment authorization cards, and USCIS-issued travel documents. Secured all documents throughout ceremony
  • Used Computer Linked Application Information Management System (CLAIMS) 4, the USCIS system used to track and process naturalization applications to complete The Ceremony Report in order to verify those who had been naturalized for that day
  • Operated Over the Counter Channel (OTCnet) application to electronically scan and transmit checks to the Federal Reserve Bank for deposit and managed and reported all check and cash fee payment details
  • Used Exam Fee Receipting System (EFRS), an online application, to process and reconcile credit card transaction fee payments collected from customers
  • Utilized National File Tracking System (NFTS) to locate, log in, and update location information of applicant files
  • Used NFTS Report Tab to create weekly team report to conduct audit of claim files
  • Responded to written customer service inquiries using Service Request Management Tool (SRMT) to create and edit responses to written customer service inquiries
  • Compiled data from Central Index System (CIS) for issues that would hinder acceptance of applications such as pending applications, pending deportation hearings, or exclusion hearings to provide to Immigration Officers
  • Reviewed materials to determine if such material should be consolidated, archived, or purged
Lead Tax Examiner GS 592-09, 01/2000 to 06/2016
Internal Revenue Service 40 Hrs/wkCity, STATE,
  • Maintained inventory management and administrative functions for 14 employees
  • Assigned cases and inventory to employees based on number of cases, staff available, and determination of priority cases
  • Maintained case inventory database
  • Responded to taxpayer questions and resolved issues concerning overdue balances, unfiled taxes, missing refunds, and refund discrepancies. Used interview techniques to handle delicate situations such as customers who are angry, suicidal, or evasive
  • Used Integrated Data Retrieval System (IDRS) to process tax payments, calculate corrected refund amounts, locate missing payments and input installment agreements
  • Used Automated Offer In Compromise System (AOIC) to research, negotiate, input and update Offer In Compromise status.
  • Researched and Evaluated Form 433-F, Financial Statement to determine taxpayers, ability to pay
  • Requested appropriate information and documentation from taxpayers to support their claim via telephone, fax or writing
  • Developed team communications and information for weekly Team meetings and monthly Department meetings
  • Contacted necessary staff to reserve rooms for scheduling a variety of meetings, training and engagements
  • Produced briefs, located records and organized documentation to support court cases
  • Controlled daily, weekly, and monthly Inventory reports using MS Excel
  • Acted as Department Liaison; receiving and guiding visitors to the department's supervisors' offices; functioning as the representative of the department by receiving, briefing, and directing visitors to the appropriate staff members or location
  • Maintained document control system including work instructions, procedures and associated databases
  • Assisted in continuous improvement activities while developing and maintaining resulting documents
  • Developed and edited template letters and paragraphs with changes in Agency's policies or new developments
  • Built and updated diverse documents, charts, tables and mail merges using various programs
  • Participated in quality assurance program, including on-site evaluations, internal audits and customer surveys
  • Maintained Team spreadsheet to track employees' shifts, leave, credit hours, overtime and Alternate Work Schedule (AWS) hours
  • Managed time and attendance database and ensured correct input of information, resolved errors, and validated records within the required timeframe
  • Requested case files from other IRS offices for further investigation or verification and logged them into an electronic tracking system before returning them back to shelves or forwarding them, as necessary
  • Managed file archival and information retrievals
  • Prepared documents, such as case summaries, employee evaluations, and statements of work
  • Created and edited student manual and training guide for program
  • Collaborated with Headquarters to revise Standard Operating Procedures and section of Internal Revenue Manual
  • Created and tracked monthly Fraud report
  • Conducted annual Continued Professional Education (CPE) training and On The Job training for employees new to the team
  • Performed weekly technical reviews on employees' case actions and time management
  • Submitted work orders to correct any issues that violate IRS physical security program policies

    Honors & Awards

  • 06/2019 USPS Customer Service Award
  • 09/2014 IRS Performance Award
  • 09/2013 IRS Performance Award
  • 09/2012 IRS Performance Award
  • 09/2011 IRS Performance Award
  • 05/2010 IRS Manager's Award

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School Attended

  • University of Maryland

Job Titles Held:

  • Transcriptionist
  • Passport Acceptance Agent/Services Associate
  • Immigration Services Assistant GS 1802-06
  • Lead Tax Examiner GS 592-09


  • Bachelor of Arts

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