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

Motivated young professional striving for excellence. Building long term relationships and results through high-quality performance, effective communication, and professionalism.

  • Microsoft Office Suite
  • Fast learner
  • Quality assurance
  • Effective communication
  • Self-motivated
  • Customer service
  • Detail Oriented
  • Organization
  • Patient
  • Problem Solving
  • Collaboration
  • Quality Assurance
Work History
05/2018 to 04/2021
Vendor Support Representative Acco Engineering Systems San Jose, CA,
  • Handled Corporate Office call escalations.
  • Provided assistance to Credit One Bank agencies through both email and phone communication channels.
  • Responded to card holder inquiries and complaints via Credit One Bank social media platforms.
  • Primary point of contact for Wander Card test accounts to assist with identifying and escalating product related issues before official product launch.
  • Reviewed Bankruptcy, Credit Limit Increase, Payment Float, and E57 Bank closure reports to verify proper account handling related to each process.
  • Assisted with peer development and training to provide knowledge, understanding, and demonstration of new processes and updates.
  • Worked agency submitted Online Research Requests including Fee Adjustment, Complaint, Rush Plastic, Closure Reversal, and Corporate Callbacks in order to make sure all requests are performed adequately and in timely manner.
  • Served as liaison between Credit One Bank card holders, Treasury & Finance, and Back Office departments establishing proper line of communication for relevant escalations.
05/2016 to 2018
Bankruptcy/ Non-Dischargeable Representative Discover Card City, STATE,
  • Processed all Bankruptcy related correspondence.
  • Completed card member and preferential payment refunds to ensure all funds are received by originator or Trustees.
  • Entered expected bankruptcy check payments in check database for record keeping of daily payment totals.
  • Matched Bankruptcy check vouchers to corresponding accounts for proper payment processing.
  • Participated in GAP analysis meetings to evaluate procedure documents for accuracy and auditing purposes as it relates to targeted business goals.
  • Perform check turn around processes to verify payment clearance.
  • Work closely with Department Manager, Team Leader, And Discover's attorneys to properly handle cases pertaining to Non- Dischargeable Debt.
  • Process invoices for payment to Discover Card's attorneys.
  • Process Non-Dischargeable payment agreements so Discover will receive payments towards accounts with Non-Dischargeable Debt.
10/2015 to 05/2016
Billing Specialist Discover Card City, STATE,
  • Assisted with launch of Discover Card's first Billing Dispute Team for their New Albany, Ohio location.
  • Initiated billing disputes to assist card members with merchant related transaction issues.
  • Routinely reviewed accounts to verify disputes were properly initiated by way of internal reports.
  • Implemented both remote and side by side call monitoring to provide real time coaching ,feedback, and scoring to Billing Dispute agents.
  • Conducted bi-weekly call calibrations to ensure proper call quality and procedures were met.
  • Reviewed related procedure documents to report errors and procedural gaps.
  • Manually adjusted interest charge amounts on disputed transactions for proper balance reporting.
02/2014 to 10/2015
Account Manager- Service Sensitive Revolver Discover Card City, STATE,
  • Assist with 100+ calls related to general inquiries on credit card accounts.
  • Processed credit card phone payments.
  • Covered Credit Card Cash Back Bonus promotions as well as Market products on consumer accounts.
  • Provided explanations of APR and Balance Transfer promotions.
  • Gave accurate education of Annual Percentage Rates on consumer accounts.
  • Help potential card holders process applications.
  • Research accounts to assist card members with relevant strategies, materials, and resources available to help reduce amount of interest that is accruing on their account in order to make headway on principal balances and retain business.
  • Asked probing questions to gather details and verbal triggers to provide trustworthy, empathetic, and clear conversation that is suitable for highly frustrated and confused card holders.
  • Submit Line Increase Request applications.
Expected in 2011
High School Diploma:
Best Practice High School : Academy of Financial Studies - Chicago, IL
  • 6x CSE V.I.P award winner for highest performance ranked among customer service team.-Discover Financial Services
  • 5x CSE ROCK STAR trophy winner for perfect months of call evaluation scores. -Discover Financial Services
  • 3x ACE competition winner for providing the most Amazing Customer Experiences among customer service enterprise. -Discover Financial Services
  • CSE Fire Cracker Award Winner for performance stats being ranked in the top 10 percentile of the customer service enterprise across all Discover Financial Service centers in the United states. -Discover Financial Services

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School Attended

  • Best Practice High School : Academy of Financial Studies

Job Titles Held:

  • Vendor Support Representative
  • Bankruptcy/ Non-Dischargeable Representative
  • Billing Specialist
  • Account Manager- Service Sensitive Revolver


  • High School Diploma

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