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

PROFESSIONALSUMMARY Upbeat, knowledgeable, and efficient Member Services Representative equipped to managing positive member interactions and provide exemplary customer service. Promote products and services, answer questions, and seek timely resolutions to satisfy members and maintain high productivity. Excellent communicator with attention to detail and good account management skills. Well-organized and knowledgeable Call Center Representative able to stay calm under pressure, and quickly resolve customer complaints and address issues. Offering skills in call control, and team collaboration. Effortlessly engage customers with good communication skills to boost satisfaction and build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

  • Call center procedures
  • Outbound calls
  • Inbound and outbound calling
  • Call routing
  • Call triage
  • Call recording
  • Caller needs assessment
  • Follow-up calls
  • Refunds processing
  • Guest services
  • Refunds and exchanges
  • Customer complaint
  • Resolution
  • Merchandise upselling
  • Retail marketing
  • Product knowledge
  • Complaint escalation
  • Account updating
  • Client communication
  • Customer service
  • Multi-line telephone
  • Operations
  • Staff training
  • Customer service excellence
  • Data-driven decision making
  • Team collaboration and leadership
  • MS Office
  • Multitasking abilities
  • Conflict resolution
  • Computer skills
Work History
03/2021 to Current Youth Consultant Schwan's Company | La Grande, OR,
  • Collaborated with parents, school,business and students.
  • Used standardized assessments to evaluate abilities, interests of different students.
  • Oversaw career and job fairs to connect students with area schools and employers.
  • Data Entry
  • Auditing
10/2020 to Current OUTBOUND CALLCENTERREPRESENTATIVE/INBOUND, Source Central Florida | City, STATE,
  • Accurately prepared and processed forms to change customer service levels.
  • Continuously met or exceeded daily service quality and performance scores.
  • Engaged with customers to understand and resolve issues and answer questions Completed calls by following scripts and maintaining good call control.
  • Updated accounts with customers' current personal and purchasing information.
  • Communicated with customers via phone, email, and chat and helped customers to navigate the company's website to submit applications and the proper paperwork.
  • Completed contract forms, prepared change of address records, and the proper paperwork , using computers.
  • Met daily, weekly, and monthly performance goals consistently for inbound & outbound call Placed or answered phone calls, providing an excellent customer experience by applying good listening skills.
  • Entered data efficiently and accurately to update customer accounts.
  • Met expected number of outbound calls each hour and booked Interpretation Multitasking LANGUAGE French Creole appointments using computer system.
02/2019 to 04/2019 CASHIER Universal Orlando Resorts | City, STATE,
  • While working at Universal I used the skills and knowledge I learned from working at Sam's club.
  • I had the opportunity to further my knowledge in guest relations, interacting with guests from around the world.
  • Recognized for providing efficient service with high degree of accuracy.
  • Greeted all customers and provided prompt and friendly service.
  • While working at Sam's Club I was able to utilize and further grow my knowledge and skills.
  • I was able to work many different positions from cashier to marketing.
  • Addressed customer concerns and provided timely resolution to mitigate complaints.
  • Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies.
  • Processed refunds and exchanges in alignment with store policies.
  • Completed paperwork associated with merchandise, price adjustments, customer returns, and cash register operation.
  • Answered calls or emails from customers and assisted with special requests or resolving complaints.
  • Provided expert service by communicating information to customers and following up on promises.
  • Assisted with training and developing sales associates and customer service team members.
  • Managed details of completing sales payments, refunds, and exchanges, including issuing store credit.
  • Exceeded requirements in providing products and services to customers at all times.
  • Answered incoming telephone calls and provided information regarding store hours, location, and policies.
  • Followed established protocols for escalating customer complaints to management.
  • Trained new associates on store programs and policies.
Expected in 2023 AA | Medical Administration Front Office Valencia Community College, , GPA:
Expected in 2015 High School Diploma | Ocoee High School, Ocoee, FL GPA:

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School Attended

  • Valencia Community College
  • Ocoee High School

Job Titles Held:

  • Youth Consultant


  • AA
  • High School Diploma

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