Senior Customer Technical Specialist,
• Supported customers in the United States and other English speaking
countries on resolving their issues on highly complexed biomedical
• Maintained individual phone fixed rate at % to assist team in meeting the
departmental phone fixed rate of % for reducing the cost of onsite
service $ flat rate/service visit
• Effectively analyzed technical data to determine root cause and problem
resolution to provide cost effective solutions to the customer by
distinguishing between hardware, reagent and/or software issues.
• Maintained regulatory compliance by classifying customer information
according to FDA requirements
• Managed customer service representatives in a fast paced technical
call center environment.
• Exceeded customer satisfaction goal .% by mentoring and
coaching staff on customer service and problem solving skills resulting in a
. % out % rating.
• Met Live call rate goal of % by maintaining adequate and qualified
staffing levels for hour technical call center.