Jonathan Malek Email & Phone Number

Round Rock TX

Redesigned Part Planners scorecardsProvided SQL code support of web-based Part Tracking ToolRedesigned Scrap, International Scrap, and Cycle Count reports for efficiencyImproved US/LA/CA Dispatch reports processAutomated 9 recurring reports with SQL proceduresDepartment point of contact for Dell Data Direct

Austin, Texas Area

Centralized data to support data reporting needs for the SMB Sales force Automated 80% of team reports to improve delivery and accuracyCollaborated with Sales Managers to enhance current reports and create new reportsDeveloped and supported reports for SMB ServicesManaged the move of the SMB org chart into the Resource Manager Tool

Austin, Texas Area

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 from $100 - $300KManaged the automation of the PND process to eliminate approximately 10 work.

Austin, Texas Area

Managed the move of group data from Access to SQL to improve data integrity and reporting capabilitiesDeveloped web-based data entry tool to allow real-time reporting and a 20% reduction in call handle timeBuilt web-based tool to allow PM’s and management to review and update status of BPI projectsDepartment point of contact for Dell Data DirectSupported 5.

Austin, Texas Area

Developed and automated standardized reports for DHS Customer Care organizationCreated website to house customer care reports and data requestsDeveloped metrics for managing DHS Customer Care including, Power Rankings and EfficiencyDeveloped Access based logging tool for Customer Care, E-Support, DellTalk, and CPS OPSRecreated reporting process to increase.

Austin, Texas Area

Resolved escalated customer issues from Customer Care, Technical Support, and SalesDeveloped tools and knowledge base to assist peers with save rate and customer experienceAssisted in developing Career Path and Top 10 Expectations grids for the CPS team

Austin

Provided front line customer serviceMentored peers in an effort to improve teams average handle timeManaged HSB Portable Repair Inquiry MailboxProvided repair status to Technical Support reps Resolved issues for Dell’s repair facilities when unable to validate information received with a systemActed as a liaison between the customer and repair.