Jonathan Perez Email & Phone Number

Seattle, Washington, United States

Greater Seattle Area

Seattle, Wa

• Greet and engage with customers in semi-fine dining setting • Maintain high-levels of customer service with both restaurant guests and kitchen staff• Salesmanship elements include recommending daily specials, beverage pairings, developing relationships with customers to ensure repeat business, upselling• Maintain calm and professional demeanor in fast-paced and ever-changing environment• Train new servers, bussers, and other front of house staff• Keep both front of the house and back of the house areas clean and organized• Organize and manage dining reservations and accommodations using Guest Book software on iPad

Seattle, Wa

• Completed work tasks using Amazon developed tools to ensure excellent customer experience• Used standard SOPs to answer most tasks, but used best judgment to make exceptions• Participated in process improvement initiatives both in regards to tools used for job performance and work environment • Provided direct feedback to product owners and software developers in order to improve tools

Bothell, Wa

• Served as New Hire Mentor, coaching new employees on company tools and call handling processes• Met or exceeded performance metrics in every month measured, reflecting on customer’s personal satisfaction with my service and willingness to recommend AT&T• Has technical expertise with resolving issues specific to iPhone and iOS software, broad knowledge of other mobile devices and operating systems helping to reduce seller contacts and reimbursements• Served on work committee that identified ways to improve existing processes• Helped manage team of 14 employees, leading team meetings and huddles, accounting for employee results, and coaching individual employees to improve and sustain performance metrics• Resolved escalated issues from customers requiring increased knowledge and more sensitive communication, ensuring complete issue ownership and resolution• Resolved complex issues for customers requiring in-depth knowledge of cellular networks and coverage

Greater Seattle Area

Solved a variety of problems for Amazon sellers as their inventory was received and stored in Amazon.com's fulfillment centers. I tackled inbound receiving issues, problems with inventory storage, directed the removal of inventory subject to federal, local and company-wide recalls and escalated customer service issues.

• Expert problem solver, highly regarded by both peers and supervisors, working escalated, high-priority cases, both simple and complex, with a bias for action and immediate resolution• Successfully developed process streamlining seller-facing inbound issues, reducing the average age of problem tickets by half and the total number of tickets by seventy-five percent• Produced and managed complex bi-weekly reports for senior management utilizing Microsoft Excel pivot tables to extrapolate data and analyze patterns and trends with problem tickets• Promoted after six months, taking on the added responsibility of training and on-boarding new associates; developing effective presentations and systems to streamline the process• Continually developed and improved skills in using relevant programs and internet-based sites, specifically, Fulfillment by Amazon (FBA), Amazon tools, and Microsoft Office software

• Managed seller policy inquiries and troubleshot technical problems as they arose • Efficiently resolved Seller issues utilizing various proprietary software programs • Routinely evaluated Seller feedback and other metrics to continuously improve issue handling time and Seller satisfaction

• Successfully generated over $100,000 in sales through the identification of quality sales leads for mail machines and imaging systems• Managed and obtained leads using salesforce.com and other Cloud-based software programs• Developed and managed schedules for over a dozen sales representatives ensuring consistent coverage to achieve sales growth• Anticipated and understood executive team needs, supporting as warranted; including customer service and data entry

• Managed clothing vendors in a high-end fashion arena, communicating sales results - volume, and popularity of items• Increased sales across multiple departments by creating attractive visual displays of merchandise• Collaborated with buyers to determine floor layouts and plans to meet sales goals• Promoted to Merchandising Work Leader for Style & Co. department in October 2007 and thereafter continued to exceed monthly sales goals