Customer Service Sales

Jonathan Wexler

*** *** ***, *** * ? Bogota, NJ *7603 ? 404-***-****

********@*****.***

Summary

Multi-talented problem solver; over ten years of customer service

experience and almost five years of analyst experience.

Able to extract important information, collate it and explain its

significance.

Skilled in MS Word, Excel, Access, Powerpoint; AS/400, Siebel, Acrobat,

KANA, and many other software programs. Conversational in Spanish; able to

read and write it also.

Organized, attentive to detail; aggressive investigator and accurate

reporter of facts.

Rapid incorporation of, and adaptation to, new information and procedural

change.

Excellent time management skills; able to evaluate quickly, prioritize, and

recognize when escalation is required.

Transitions quickly from one job function to another while maintaining

efficiency.

Excellent collaborator, builds rapport by taking ownership and going the

extra mile.

Clear, pleasant voice, superb phone mannerisms; congenial with a positive

attitude.

1 Experience

2014-present Driver, Papa's Pizza, Bogota, NJ

Delivering food and a little bit of practically every other possible

task at a pizzeria.

2004-present Ebay Seller

Selling items on Ebay with 100% Feedback and Above Average Seller

Rating. Recently awarded Power Seller status. Averaging 4.975 out of 5 in

4 rating categories. Over 300 transactions in the past 12 months.

2009-2013 Staples North American Delivery, CSS Department, Englewood, NJ

Aug, 2010-Oct, 2013 Tax & Contract Store Purchase Senior Analyst

Analytical support and guidance of teammates, monitoring/managing our

workload.

Expanding cross-referencing and research skills in resolving unique cases;

then explaining the often complicated results of each issue or transaction

clearly.

Creating, distributing various weekly and monthly reports; maintaining

spreadsheets.

Led PCI Compliance project; cited repeatedly for P-card registration set-up

expertise; often brought on board for high-level calls with customers and

account managers.

Identified gaps/errors in new reporting tool to optimize search results for

our team.

Helped research gaps and design improvements to the tax exempt system

process.

Became the "go-to" person for many colleagues in Sales, Credit, Customer

Service as well as fellow CSS associates.

? Managed day-to-day CSS aspects of the Retail Best Copy program

from its launch:

Guided retail sales associates unfamiliar with the contract world.

Provided ideas for all parties, often when not even a CSS responsibility.

Culled information, facilitated conversations in order to refine program

steps.

Quick response to urgent implementation of changes, real-time customer

crises, and requests from pilot project leaders.

Earned trust of program director, became de facto direct contact of his and

much of the management staff.

Received 2010 Team Care Award for role in piloting the Best Copy program.

2009-2013 Staples North American Delivery, CSS Department, Englewood, NJ

July 2009-Aug 2010 Tax & Contract Store Purchase Analyst

Analyzing and responding to a wide range of email and phone requests from

internal and external customers - from basic maintenance to in-depth

transactional research.

Providing tools and best methods for sales team to easily understand,

digest, and explain to their customers.

Identifying, fixing and escalating errors; developing process improvements.

Learned quickly, then trained others in a constantly changing environment.

Creating, reviewing and editing training and reference documentation.

Providing valuable feedback to management.

Frequent phone use; commended for thorough knowledge of, and ability to

patiently talk through, account set up options.

May 2008-Feb 2009 PIA Reviewer; Document Prep/QC, Solix Inc., Whippany, NJ

Reviewing USAC Schools and Libraries program applications. Helping

applicants understand and meet requirements as conduit and archivist.

Commended for clear trail of information. Moved to Document Preparation -

researching and capturing payment audit data for the FCC. Promoted to

Quality Control in 3 months. Several unique roles, often worked with

management and offered suggestions.

2006-2009 Freelance Writer

Reviews for PunchlineMagazine.com (now Laughspin.com), local interest

stories for Millburn (NJ) Patch and Virginia-Highland Voice in Atlanta, GA;

press releases, other promotional work.

Feb 2003- Aug 2007 Claims Intake Specialist, Sertec Corporation, Atlanta

Interviewing callers, eliciting information to compose legal claim

documents on the fly. Responsible for escalation. Influential feedback on

project and systems development. Accuracy cited; knack for condensing, yet

conveying full meaning.

Oct 2000-Jan 2003 Driver/Loader, Union Steward, United Parcel Service,

Atlanta

Loading trucks; promoted to sorter, then driver. Intense work ethic.

Elected shop steward by peers, Teamsters Local 728.

July 1998-Aug 2000 Research Associate/QC Monitor, FGI, Inc., Chapel Hill,

NC

Conducting market research studies, working closely with project and

account managers. Created niche position in media clientele. Promoted to

quality control.

Nov 1997-June 1998 Shipping/Sales Lead, Carolina University Bookstore,

Chapel Hill

June 1995-Jan 1996 Staff/Sports Writer/Photo, Chatham Chronicle,

Pittsboro, NC

1 Education

B.A., Journalism; B.A., History; University of North Carolina, Chapel Hill,

1997.

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