Customer Service Sales

Jonathan Malek

**** ******* ***** ** ************ TX 78660 512-***-**** **********@*****.***

Summary

Experienced programmer/developer with a proven ability to increase process efficiency and reliability. Demonstrated capability of successful planning, execution and delivery of technology solutions to enable business objectives. Highly skilled in the SQL environments including web-based user interfaces and proficient in others.

Technical Qualifications

SQL/T-SQL 15 yrs

Oracle 5 yrs

ASP/ASP.Net 5 yrs

C# 2yrs

HTML 4.0 Programming

MS Access 17 yrs

Excel 19 yrs

Visual Studio 8 yrs

SharePoint 2007

Visual Basic 6

SSIS Packages 9 yrs

TeraData 3 yrs

Business Objects

BPI Yellow Belt Training

BRIO Insight

Experience

Dell 11/1996 to Present

Project Program Management Senior Advisor (4/11 – Present)

Redesigned Part Planners scorecards

Provided SQL code support of web-based Part Tracking Tool

Redesigned Scrap, International Scrap, and Cycle Count reports for efficiency

Improved US/LA/CA Dispatch reports process

Automated 15 recurring reports with SQL procedures

Department point of contact for Dell Data Direct

Developed multi-source data collection to support Global Financial Engine tool

Worked with business leaders to re-develop the EOL TT to meet new business requirements

Software Developer III - SMB Sales Ops (1/07 to 12/09) EBI Production Services (12/09 to 4/11)

Centralized data to support data reporting needs for the SMB Sales force

Automated 80% of team reports to improve delivery and accuracy

Collaborated with Sales Managers to enhance current reports and create new reports

Developed and supported reports for SMB Services

Managed the move of the SMB org chart into the Resource Manager Tool

Project Senior Analyst - Warranty Parts Direct (3/04 to 1/07)

Developed web-based tools to enhance customer experience projects (Using SABRE, C#, ASP.Net, ASP, SQL)

Reduced Repeat Dispatch rate from 9.8% to 7.3%

Reduced account research time by an average of 80%

Contacted customers increased from 30 to 300 and float amount reduced from $300 - $100K

Managed the automation of the PND process to eliminate approximately 10 work days

Automated report to track re-enrolling customers to the WPD program

PG Project Mgmt Sr. Analyst - Customer Assistance and Resolution Team (CART): (8/02 to 3/04)

Managed the move of group data from Access to SQL to improve data integrity and reporting capabilities

Developed web-based data entry tool to allow real-time reporting and a 20% reduction in call handle time

Built web-based tool to allow PM’s and management to review and update status of BPI projects

Department point of contact for Dell Data Direct

Supported 5 Program Managers with reports, tools and data to drive departmental projects to resolution

Managed training during tool transition from Round Rock to Twin Falls based phone reps

Sales Support Data Analyst - CAG-Operations (9/00 to 8/02)

Developed and automated standardized reports for DHS Customer Care organization

Created website to house customer care reports and data requests

Developed metrics for managing DHS Customer Care including, Power Rankings and Efficiency

Developed Access based logging tool for Customer Care, E-Support, DellTalk, and CPS OPS

Recreated reporting process to increase efficiency and allow for additional reporting needs to be met

Customer Priority Services (CPS) Rep (3/99 to 9/00)

Resolved escalated customer issues from Customer Care, Technical Support, and Sales

Developed tools and knowledge base to assist peers with save rate and customer experience

Assisted in developing Career Path and Top 10 Expectations grids for the CPS team

Customer Service Rep (8/98 to 3/99)

Provided front line customer service

Mentored peers in an effort to improve teams average handle time

Managed HSB Portable Repair Inquiry Mailbox

Provided repair status to Technical Support reps

Resolved issues for Dell’s repair facilities when unable to validate information received with a system

Out of Warranty Repair Rep (10/96 to 8/98)

Acted as a liaison between the customer and repair facilities.

Initiated customer call backs for completed out of warranty repairs

Increased customer contacts to reduce turn-around time for repairs

Managed Ship Hold Override mailbox

Provided support to sales group in updating shipping criteria

Resolved issues that prevent orders from shipping

Contact this candidate