Experience

Professional experience.

April 2022—Present

Comcast / Xfinity

Current role

Sales Representative

Handle about 25 customer interactions each day—more than 5,000 annually—while reviewing account data, explaining changing policies and offers, and documenting decisions in internal systems.

  • Account accuracyReview account information and document activity, decisions, and follow-up in internal systems.
  • Policy changesInterpret current policies, offers, and internal guidance to give customers accurate information.
  • AutomationUse Microsoft Power Automate and basic scripting to schedule Teams messages and automate routine emails.

February 2021—January 2022

Harte Hanks

Customer Service Representative

Supported claimants and clients in a remote, high-volume environment that required accurate categorization, documentation, and handoffs.

  • Customer supportInvestigated customer inquiries and explained next steps clearly.
  • Request routingReviewed, categorized, and routed email requests for timely responses.
  • PrioritizationManaged competing requests while keeping issue documentation accurate.

Selected work

Selected projects.

Excel reporting project

Sales Activity Tracker

Created an Excel tracker with a separate sheet for each day of a 31-day month, editable fictional products and goals, a monthly summary, and two goal-comparison charts.

31 daily tabs

Each day has its own log, totals, and goal status.

Editable settings

Change the fictional products, goals, and point values.

Monthly dashboard

Totals and charts update from the daily sheets.

Cross-sheet formulasData validationDashboard reportingGoal tracking
View case study Download fictional demo

Tracker workflow

  1. 01Set goalsUse Settings
  2. 02Track daysDay 01–31
  3. 03CombineMonthly totals
  4. 04ReviewCharts & goals
SettingsDashboard

Academic project · Business & cost analysis

Sales & Strategy Analysis

Reviewed seven years of sales, market share, costs, profit, cash flow, and product strategy, then summarized the trends and recommended next steps.

Data analysisMarket trendsCost review

Academic project · ServiceNow portal

NJIT Registrar ServiceNow Portal

Built an NJIT school-lab portal in ServiceNow with search and 42 registrar articles organized into 12 categories. Rewrote the registration guide so the steps, common errors, and contact information are easier to find.

ServiceNow KnowledgeService PortalInstruction writing
View case study

Skills

Tools and skills used in work and coursework.

01 / Data & reporting

Microsoft ExcelReports & dashboardsData cleanup & validationTrend & cost analysisTableau (coursework)SQL (coursework)

02 / Automation & process

Microsoft Power AutomateBasic scriptingTeams & email automationProcess documentationPolicy interpretationServiceNow Knowledge ManagementService Portal

03 / Operations & communication

Sales & customer operationsAccount reviewHigh-volume workload managementCross-team communicationWritten summaries

Education

Education and relevant coursework.

Graduate · In progress

M.S. Business & Information Systems

New Jersey Institute of Technology

Undergraduate · 3.97 GPA

B.S. Business Administration

New Jersey Institute of Technology · Dean’s List, all semesters

Business & analysis

Business Data Analytics · Operations Management & Analytics · Financial Statement Analysis · Business Research Methods

Systems & execution

System Analysis & Design · Project Management · Knowledge Management · Decision Support Tools

Additional training

ServiceNow Administration Fundamentals · Knowledge Management Fundamentals

Contact

Open to procurement and operations opportunities.

Email is the best way to reach me. You can also view my resume, LinkedIn profile, and GitHub below.

jonathancapalbo1@gmail.com
Resume LinkedIn GitHub