Customer Service Sales

JEFFREY DANIEL NEWBURGH

*** *** ****** ***, *** Francisco, CA 94127

415-***-**** **********@*****.***

SUMMARY OF QUALIFICATIONS:

1. A strong, independent, fast learner with excellent organizational and time management skills.

2. Over 7 years’ experience in the technical writing, customer service, and user operations fields supporting SaaS products, end users, and other internal clients.

3. 7-10 years of experience automating documentation and standard responses for quick and seamless problem resolution.

4. An unending supply of energy, creativity, and tenacity to get the job done right the first time regardless of available tools no matter what it takes.

5. Terrific personality and leadership skills

EDUCATION:

University of California, Berkeley, May 2006

-Bachelor of Arts, Anthropology

TECHNICAL SKILLS:

Windows proficiency (XP/2000/7), Mac (OS 9 and X), Adobe Acrobat, Adobe FrameMaker, Omniture, Active Directory, SalesForce, Remedy, Support Wizard, HelpSpot, Microsoft Office, Adobe Photoshop, SnagIt, FastStone Capture, Macromedia Dreamweaver, Microsoft Internet Explorer, HTML, some XML, Webworks

WORK EXPERIENCE:

1. Senior Member Support Consultant, Vendini, Inc. San Francisco (8/17/2009 – Present)

-Produced easy, simple to follow documentation and instructions for solving a large array of common technical issues

-Trained new-hires and acted as mentor for a team of 6 support representatives

-Designed and built large, complex venue maps using proprietary application

-Directly drove significant revenue influx of over 100K monthly due to quick support resolution and customer confidence

-Maintained strong rapport with all Vendini members while taking ownership of problems

-Adding massive value while keeping explanations of problems simple and to the point

-Controlled database imports ensuring successful e-marketing blasts and campaigns driving daily revenue

-Managed merchant account integrations (Authorize.net, Cybersource.net, Payflo Pro)

-Reproduced/filed bugs in extensive issue tracker system following 100% volume to resolution

-Resolved over 100 incoming telephone and email requests from members and patrons per day

2. Senior Customer Service Associate, Zinio, LLC San Francisco (10/24/2007 – 8/10/2009)

-Constant optimization of documentation for common issues affecting both Windows

and Mac OS platforms for successful SaaS product

-Front-line, in-depth technical support via phone and email for company software and online

reader troubleshooting

-Supervised and trained new hires

-Resolved 150+ issues per day by phone, chat, and email

-Responsible for high level revenue-driving Omniture Site Catalyst reporting for publishers and internal clients

-Fulfilled subscription orders and processed refunds over the phone and via email

-QA Testing for the latest online magazine releases

-Managed social networking and promotional marketing efforts through Gather.com and Facebook,

-Communicated with account managers, publishers, as well as prospective affiliates and business partners

-Facilitated on-the-job optimization and goal assessments

3. Junior Consultant, Workstation & Microcomputer Facilities, UC Berkeley (12/21/04 – 5/31/07)

-Authored computer consultant handbook for successful troubleshooting techniques

-Problem solver for clients at UC Berkeley computing facilities

-Troubleshooting hardware and software issues on facility computers

-Managing lab maintenance

-Filed tech reports for faulty and malfunctioning machinery with complete followup procedures for rapid turnaround

-Trained new hires extensively

4. Student Computer Consultant, Student Computer Consulting Service, UC Berkeley (1/06 – 1/07)

-Created new operational procedures for connections to UC Berkeley on-campus dialup and wireless networks

-Installed and configured wireless network cards, drivers, antivirus programs and other software

-Superb over-the-phone consulting with all current faculty, staff, and students for account setups and the troubleshooting of other common problems

5. Sales Associate, Natural Wonders, Stonestown Galleria of San Francisco (10/99 – 10/00)

-Provided excellent telephone and in-store sales and customer service for this science-oriented boutique gift

store grossing $12K monthly.

-Responsible for inventory, shipping, special client needs, returns, merchandising and display creation.

-Exceeded sales goals by insuring that I knew not only specifics about each product available but the

scientific relevancy of each product, as well.

-Promoted to cashier and worked as a team with five other sales associates.

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