Customer Service Manager
Resume:
Pedro Rivera
**********@*******.***
KEY COMPETENCIES
CPU Hardware Assembly and Configuration - Tutored Word, Excel and Outlook -
Help Desk Support - Dispatcher - HR hiring duties - AR / AP duties -
Clerical Training - Type: 45 wpm - Bilingual - Basic Technical Electronics
- Database Management - Low Voltage Wiring
SOFTWARE SKILLS
Microsoft Office Suite, Word, Excel, Access, Power Point, Microsoft
Operating Systems, DOS, WINDOWS 3.XX, 95, 98, XP, Used AS400, Quark
Express, SAP, FACTS, Gold Mine, File Maker Pro Version 5, Norton Anti-Virus
and McAfee Anti-Virus.
PROFESSIONAL EXPERIENCE
HB Communications, Inc.
North Haven CT 09473
2000 - 2009
Received training in File Maker Pro Version 5. Created a database for
tracking vendor contact information and unifying data held by multi-users
within company. Created Performa Invoicing forms for Accounting,
Sales, Purchasing & Customer Service Departments. Created first draft of
Employee Evaluation Questionnaire used by Management and Director(s) of
service. Created Pickup Log of equipment requiring repairs. All databases
were made accessible for all authorized users to share live data with
security and password protection. Opened communications with lost vendors
and established new vendor contacts nationwide.
Technical Customer Service Representative / Dispatcher
- Answered inbound calls. Confirmed client status.
- Entered client information and detailed information of issues into SAP.
- Tier 1 support of problem. Escalated when required.
- Was a liaison between engineer, project manager, technician and client.
- **Dispatched technician for service.
- Arranged for replacement, loaner and repair of faulty equipment.
- Obtained Return Merchandise Authorization (RMA) and monitored repair
processes.
- Provided client with quote.
- Confirmed payment method. Warranty, CK, CC, PO or Service Contract.
- Dispatched technician and repaired equipment, back to client's location
for reinstallation.
- Confirmed invoices, technician's expense and repair costs.
- Completed billing.
**For a 6-month period at HBC I was the Dispatcher for technical onsite
service technicians. Dispatched 12+ technicians through out New England and
Tri-State area.
Bassett Computer Systems, Inc.
North Haven, CT 06473
1996 - 2000
Help Desk
Answered inbound calls. Entered information into Goldmine. Tier 1 support
of problem. Escalated when required. Tutored end users on use of computer,
Word, Excel and outlook software packages. Assisted in the switch over of
Y2K.
Hardware:
Assembled and upgraded computers, workstations, laptops and servers.
Installed operating systems and softwares. Configured and resolved hardware
configuration and compatibility issues. Installed and configured CPU's at
client's location. Ran Cat5 and coaxial cables when required.
MPC Educational Systems, Inc.
East Haven, CT
1992 - 1996
Customer Service / Desktop Publishing
- Answered inbound calls, confirmed client status.
- Created work folder, client information and detailed information of
issues.
- Tier 1 support of problem. Escalated when required.
- Issued RMA and monitored repair processes.
- Provided client with quote.
- Confirmed payment method. Warranty, CK, CC, PO or Service Contract.
- Arranged for repaired equipment to be returned back to client.
- Confirmed invoices and repair costs.
- Completed billing.
Desktop Publishing Position:
Collaborated directly with CEO and management team in creating a
Marketing Department. Prior to my promotion all marketing and magazines
were produced on boards for photo shoots. I was able to reduce the
cost/time by more than half by using Quark Express software. Created,
edited and proofread 3 yearly catalog magazines and marketing materials.
Edited and touched up product pictures graphically for printing. Organized
and categorized images in storage drive. Met and or exceeded critical dead
lines for printing.
Photo Plus, Inc.
New Haven, CT
1989 - 1992
Lab Manager:
- Processed photographic films and printed for 1 hour service lab.
- Assisted at counter for in coming and out going orders.
- Promoted to Manager of 12 employees.
- Maintained personnel records.
- Employee Management included: Hiring, Training, Scheduling for daily
operation of store
- Monitored supplies, cash flow and deposits.
- Accounts Payable & Receivable Duties
- Arranged seasonal marketing materials for store.
- Maintained film processing equipment:
- High volume photograph printer.
- Photo enlarger printer / processors.
- Dark room equipment and chemicals.
- Chemically balanced daily or as needed equipment for proper
development.
- Maintained daily report of chemical levels of all equipment.
- Mechanically and electronically trouble shot equipment with phone
support.
- Implemented and maintained safety measure and proper use of
chemicals.
- Arranged for proper disposal of hazardous chemicals.
Sears Portrait Studios, Inc.
Hamden, CT
1986-1989
Studio Manager:
- Photographer:
- Took pictures of clients, family and pets.
- Maintained safety measures.
- Assisted at counter for in coming and out going orders.
- Promoted to Manager of 6 employees.
- Maintained personnel records.
- Employee Management included: Hiring, Training, Scheduling for daily
operation and store coverage
- Monitored supplies, cash flow and deposits.
- AR / AP Duties
- Calculated time sheets for Home Office.
EDUCATION
Charles Evans Hughes H.S. NYC, NY 1978
Basic Technical Electronics. 1978
East Harbor AP / Clerical Training & GED 1981
Typing 45 wpm
Pryor's Seminars for managing irate customer 2002
Bilingual: Spanish
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