Customer Service Technical Support
Resume:
RICARDO PLAISIR
Home: 845-***-****
ac2c1v@r.postjobfree.com
SKILLS
Customer/Client focus. Account management
Detail oriented with strong analytical and diagnostic Client relations
aptitude CRM systems
Exceptional telephone etiquette Customer service
Extremely organized with excellent ability to Technical support
prioritize tasks and projects Self-motivated
PC and MS Office proficient
EXPERIENCE
CONNECTIVERX (FORMERLY PDR NETWORK, LLC)
Whippany, NJ
Customer Support Supervisor 07/2009 to 04/2017
Field inbound technical support calls/emails from healthcare practitioners in need of assistance with proprietary mobile
application. Provide step by step instructions to ensure that caller is able to install application successfully.
Provide sales support to new clients in need of accessing www.pdr3d.com. This entails setting up new accounts,
creating logins via IP authentication, username and password or via URL as well as provide usage reports to sales
director and clients.
Provide thorough support and problem resolution ensuring first call resolution is achieved.
Assist in the administration of the call center phone system. Be proficient in call center phones system's supervisor
and administrative functions.
Monitor individual, team and call center results to identify and act on both positive and negative performance trends
to ensure attainment of revenue goals and performance targets.
Monitor calls to observe employee demeanor, technical accuracy and conformity to company policies.
Provide training, communication and follow up to ensure representatives are fully informed of all new business
rules/FAQs related to products, procedures, customer needs and company related issues, changes or actions.
Supervise Call Center to ensure proper phone coverage.
Maintain a mindset of continuous improvement, in terms of efficiency of support process, customer satisfaction and
the application of tools for monitoring.
Primary source of information on the floor to customer support reps.
Facilitate customer resolution for escalated calls and engaged the necessary action.
Attend specified product management and other meetings to obtain information regarding products and services.
Deploy training to new hires and refresher training for CS personnel.
Monitor customer support reps in the goal of maintaining monthly Inter Personal Goals. Review IPG scores with
each rep to ensure their skills continue to improve and report scores and feedback to Customer Support Manager.
Test enhancements and upgrades to systems in pre-prod environment and monitor efficiency after deployment.
PDR NETWORK, LLC THOMSON REUTERS
Montvale, NJ
Lead Customer Service Representative 03/2007 to 06/2009
Develop and maintain training manual for customer service department.
Train new hires on all products and procedures, provide refresher training for current reps as needed.
Handle escalation calls from customer service reps.
Address customer inquiries in a timely and accurate fashion.
Provide technical support for mobile application, PDR on CD-ROM and www.pdr.net website.
THOMSON REUTERS
Montvale, NJ
Senior Electronic Customer Support Representative 10/2005 to 03/2007
Trained and coached team members to deliver a high standard of technical support.
Lead representative for technical support.
Provided answers to practitioners by identifying problems, researching answers and guiding practitioners through
corrective steps.
Handled trouble tickets with support interventions for urgent issues.
Developed documentation for training of new hires.
PDR MEDICAL ECONOMICS
Montvale, NJ
Customer Service Representative II 07/2004 to 10/2005
Cross trained on all PDR products and services.
Provide technical support on mobile app via inbound calls and email.
Managed practitioner database accounts, performed practitioner verification and processed applications, orders and
requests.
PDR MEDICAL ECONOMICS
Montvale, NJ
Customer Service Representative 10/2002 to 07/2004
Promptly respond to inquiries from healthcare practitioners via phone, mail, email and fax.
Processed orders for print products.
Provide order status.
Register practitioners for www.pdr.net website and provide tutorial on how to navigate and utilize the website.
Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns.
FLEET BOSTON FINANCIAL
Framingham, MA
Inbound Telesales Agent 07/2001 to 06/2002
Sold consumer bank products by answering inbound calls, uncovering needs and cross selling a wide variety of
financial services.
Exceeded, productivity and quality assurance goals while maintaining superior customer relations.
Maintained awareness and updated knowledge of all applicable state and federal regulations governing deposits and
loans.
EDUCATION AND TRAINING
BACHELOR OF SCIENCE: BUSINESS ADMINISTRATION 2002
Atlantic Union College, South Lancaster, MA
Minor in Accounting
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