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Customer Service Manager

Morrisville, NC
March 13, 2018

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Elena M. Jackson

*** ****** ******** ****

Morrisville, NC 27560

609-***-**** (cell)


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


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)


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


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.


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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