Customer Service Manager
Resume:
Elena M. Jackson
Morrisville, NC 27560
609-***-**** (cell)
*****.*******@*****.***
SUMMARY OF SKILLS
Experienced professional, comfortable with all aspects of office management and customer service
Advanced-level user of Quickbooks and Quickbooks Premier Professional for Accounts Payable & Receivable, payroll, tax forms and year-end compilation
Computer literate and proficient in mail merges, inter-platform database management, Internet research, and desktop publishing
Multi-tasker, conversant with travel arrangements, appointment scheduling, correspondence management, and all aspects of customer service
SYSTEMS & SOFTWARE
MS Word, Excel, Outlook, Front Page, Publisher & Access, Quattro Pro, Quickbooks Pro, Premier & Enterprise, Adobe Pagemaker (Mac & Windows versions). Breeze, Avaya
Windows XP, Windows Vista, Windows 8.1, Windows 10, Windows Server 2008 (MAC knowledgeable)
WORK EXPERIENCE
Teletech Corp
September 2017 to February 2018
Customer Service
Provide Post Purchase Support for major retailer with web presence
oAssist customers with placing orders, reorders and cancellations
oAnswer customer questions and concerns including status and tracking of orders in shipment
oFile shipment lost/missing claims with shipping providers
oProcess returns and exchanges, refunds and price matches
Applied Engineering & Technology P.C.
April 2013 to January 2015
Office Manager/Administration Supervisor
Perform advanced accounting functions with Quickbooks and Quickbooks Premier Professional
oManage A/R and A/P
oPerform all functions associated with company payroll
oCreate customer database used for reporting and mailings
oFile all payroll taxes & produce year-end W-2’s & company tax forms
oReconcile monthly bank statements
Manage all administrative office functions
oHandle correspondence and scheduling of appointments for CEO
oCoordinate travel and hotel arrangements for staff
oRespond to customer inquiries and issues
oProofread reports prior to mailing to client
oCreate database of prospective clients for personalized mail merges
J. LaRue Auto Care
October 2001 to March 2013
General Manager
Perform HR functions for 15 employee auto care business
oRecruit, interview, hire, and train and schedule employees
oInput and manage company payroll
oAct as Health Insurance & Worker’s Compensation Liaison for employees and company
Efficiently perform accounting functions
oReconcile monthly bank & credit card statements
oMaintain weekly and monthly accounting for all repairs & gas sales in Excel spreadsheets
oFile monthly & quarterly sales tax returns
oInput payments and house charges to database, and bill out all accounts receivable
oInventory control - balance actual receivables against billing
Manage franchise-related aspects of auto care business in owner’s absence
oEffectively resolve site issues with pumps, customers, scheduling issues.
oManage all franchise requirements for SUNOCO, including compliance issues
Facilitate and manage customer relations aspects of business
oCheck-in customers and bill out using Quickbooks Enterprise
oResolve all customer inquiries and issues
oDesign & create quarterly customer mailings in Pagemaker and perform email merges for internet mailings
SBX
March 1998 to October 1999
Research Librarian
Collect stock symbols from OTCBB dailies and research active companies to build proprietary database
Bulk emailing (over 4,000 subscribers) of the Weekly Nanocap Leader Board.
Retrieve data from online database via SQL statements, importing information to Excel, run multiple formulas to calculate the stocks weekly share volume, dollar volume and percentage of change.
Princeton University
October 1996 to January 1998
Print & Mailing Services – September 1997 to January 1998
PC Specialist
Convert PC-based PageMaker files to Mac format and create newsletters
Troubleshoot PC problems and printer issues.
Assist various departments in converting files to department-compatible formats and facilitate printing process
Pulling negatives for printing, send files to proper print queue’s, write up printing orders, log orders into computer, close out orders upon completion and customer service.
Annual Giving Department – January 1996 to July 1997
Mailing Coordinator
Responsible for all Annual Giving mailings, approximately 75 classes ranging in size of 4 to 1500 alumni. Handled all desktop publishing needs for department.
Managed proper timing of mailings and maintained updated donor list. Worked closely with the graphic arts, mail and printing staff while supervising another employee.
EDUCATION
Montgomery High School, Montgomery NJ – Graduation 1981
Continuing Education Classes in MS Word, Office 97, Windows NT, Mail Merges, Microsoft Excel, Q&A Database Creation, Macintosh System 7
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