Christopher Ryan: Customer Support Consultant in Biddeford, ME

In this call center, I am the interface between customers and the reference laboratories responsible for answering customer questions, resolving issues, and ensuring customer satisfaction. I engage company resources for providing/clarifying test results, requesting add-on tests for samples, and coordinating pick-up and delivery. I am also responsible for processing customer orders and researching billing questions.

As a Formulations Specialist, I was in charge of formulating materials in compliance with the ISO standards, accurately maintaining data and inventory using ERP software, meeting strict deadlines, and implementing quality control procedures.

In a fast paced call center such as this one, it was not uncommon to handle 100+ customer calls daily to resolve issues pertaining to billing, system access, and account management. At each review period, both quality and customer service standards were either met, or more commonly, exceeded.

As the head of a federal service order management team, I ensured that annual renewals were quoted and validated on time, resolved invoicing errors, and met annual renewal objectives. Additionally, I established and implemented a standardized quote process to maximize efficiency, and improved interdepartmental processes by means of training and consulting.

Initially as an Account Manager, I was responsible for over fifty high-volume accounts, establishing annual service contracts with business partners, and managing service deliverables. In 1999, I was promoted to Partner Account Manager, and served as the key contact for sales of the Nortel Business Partner Program. I handled liaisons, marketing collateral, and negotiated annual contracts terms, all while meeting yearly revenue and customer satisfactions goals. 110 Granite St. # 18 Biddeford, Maine 04005 (978) 852-3773 ChrisRyan0608@gmail.com LinkedIn Profile