Wesley Brown
Framingham
Summary
Dynamic Account Specialist with Staples Contract & Commercial, adept at problem-solving and effective communication. Proven track record in generating competitive quotes and enhancing customer satisfaction. Self-motivated and independent, I excel in developing innovative solutions and fostering strong vendor relationships, consistently achieving high-quality service outcomes.
Overview
19
19
years of professional experience
Work History
Account Specialist, Print and Marketing
Staples Contract & Commercial
Framingham
11.2020 - Current
- Facilitated sales support throughout pre-order and post-order processes.
- Assessed client needs to tailor solutions effectively.
- Generated opportunities and prepared quote requests promptly.
- Provided competitive quotes, adjusting margins to secure wins.
- Managed order placements and tracked progress until production completion.
- Developed innovative solutions by thinking outside conventional frameworks.
- Cultivated strong relationships with vendor partners to enhance collaboration.
Print and Marketing - Print Support
Staples Contract & Commercial
01.2018 - 11.2020
- Assisted customers and sales with custom print inquiries via phone and email.
- Processed manual orders, tracked shipments, and managed rush and reprint requests.
- Facilitated Myriad Print Order process by submitting implementation requests.
- Created and edited process documents to enhance operational procedures.
- Guided customers in navigating Staples Advantage website for optimal user experience.
- Accumulated extensive experience in customer service, sales liaison, and custom print support roles.
- Collaborated effectively with business customers, internal teams, and third-party vendors.
- Achieved consistently high QA scores while prioritizing customer satisfaction and accountability.
Non Stock Order Support
Staples Contract & Commercial
12.2013 - 01.2018
- Provided procurement support for both external and internal customers.
- Served as liaison for third-party vendors under Staples contracts, managing high-volume product orders.
- Executed order placements, tracked shipments, and addressed rush requests and special quotes.
- Resolved issues related to order cancellations and inquiries via calls, emails, and live chat.
- Cross-trained employees on multiple departmental queues to enhance service delivery.
- Operated remotely with minimal supervision, ensuring consistent performance and reliability.
Sales Liaison/Sales Order Entry
Staples Contract & Commercial
11.2010 - 11.2013
- Provided comprehensive support to Staples Sales in customer service functions.
- Managed order processing, returns, delivery issues, product searches, pricing, credits, and quoting.
- Served as primary team for sales support until dissolution and formation of sales resolution team.
Premier Customer Service
Staples Contract & Commercial
10.2010 - 11.2010
- Provided comprehensive customer service support, addressing inquiries and resolving issues.
- Processed orders, managed returns, and coordinated delivery solutions efficiently.
- Conducted product searches to assist customers in finding desired items.
- Achieved promotion to Sales Liaison Team shortly after employment commencement.
Escalation Account Manager
Washington Mutual/ JP Morgan Chase Bank
01.2006 - 01.2010
- Provided escalation support for mortgage banking customer service inquiries.
- Handled supervisor calls transferred from front line customer service agents.
- Diffused tense interactions and managed conflict effectively.
- Established rapport with customers through strong communication skills.
- Demonstrated knowledge of various mortgage types, including fixed and adjustable rate loans.
- Explained payment changes clearly to enhance customer understanding.
- Reviewed loan documents and clarified details for customers.
- Assisted customers with inquiries regarding escrow, property tax, and homeowners insurance.
Education
Associates Degree - Communications and Media Arts
Genesee Community College
Batavia05.2004
Skills
- Self-motivated and independent
- Effective communication
- Problem-solving expertise
- Service and support
Phone
866-242-9694, x209-6203
Timeline
Account Specialist, Print and Marketing
Staples Contract & Commercial
11.2020 - Current
Print and Marketing - Print Support
Staples Contract & Commercial
01.2018 - 11.2020
Non Stock Order Support
Staples Contract & Commercial
12.2013 - 01.2018
Sales Liaison/Sales Order Entry
Staples Contract & Commercial
11.2010 - 11.2013
Premier Customer Service
Staples Contract & Commercial
10.2010 - 11.2010
Escalation Account Manager
Washington Mutual/ JP Morgan Chase Bank
01.2006 - 01.2010
Associates Degree - Communications and Media Arts
Genesee Community College
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