Ryan O’Shea
Philadelphia,PA
Summary
Professional with strong background in technical support and customer service. Skilled in troubleshooting, network management, and software installation, ensuring efficient resolution of issues. Collaborative team player focused on achieving results and adapting to changing needs. Reliable and resourceful, consistently delivering high-quality support.
Overview
10
10
years of professional experience
Work History
Help Desk Specialist
RxSense
2023.06 - Current
- Documented support interactions and solutions in ticketing system, maintaining accurate records for future reference.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Service Delivery Manager
RxSense
2022.06 - 2023.06
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Managed incident resolution through effective prioritization and resource allocation.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Maintained documentation of processes and procedures, ensuring consistency in service delivery practices.
Customer Service Supervisor
RxSense
2020.05 - 2022.06
- Supervised daily operations, ensuring efficient service delivery and customer satisfaction.
- Trained and mentored team members on best practices and company policies.
- Resolved escalated customer issues, enhancing retention and loyalty.
- Monitored performance metrics, providing feedback to improve service quality.
Help Desk Specialist
RxSense
2019.06 - 2020.05
- Diagnosed and troubleshot customer inquiries via phone, email, and chat channels.
- Documented support interactions and solutions in ticketing system, maintaining accurate records for future reference.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Supervisor
Parts Geek
2017.04 - 2019.06
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Assisted in creating a positive work environment through employee engagement initiatives.
- Conducted regular team meetings to discuss goals, performance, and challenges.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Customer Service Representative
Parts Geek
2016.01 - 2017.04
- Trained new representatives on company policies and customer service best practices.
- Implemented feedback mechanisms to identify areas for service improvement.
- Analyzed recurring issues to develop solutions and reduce customer complaints.
- Adapted communication style to meet diverse customer needs effectively.
Education
B.A. - Journalism
Temple University
Philadelphia, PA05.2016
Skills
- Leadership
- Collaboration
- Organization Support
- Continuous Learning & Improvement
- Customer Service
- Relationship Management
- Documentation
- Staff Development
- Decision Making
- Problem Solving
- Microsoft Office
- Technical support
- Ticketing systems
- Active listening
- Task prioritization
Timeline
Help Desk Specialist
RxSense
2023.06 - Current
Service Delivery Manager
RxSense
2022.06 - 2023.06
Customer Service Supervisor
RxSense
2020.05 - 2022.06
Help Desk Specialist
RxSense
2019.06 - 2020.05
Customer Service Supervisor
Parts Geek
2017.04 - 2019.06
Customer Service Representative
Parts Geek
2016.01 - 2017.04
B.A. - Journalism
Temple University