Anthony Eusebio
Bloomingdale,NJ
Summary
Experienced Customer Support Manager bringing 10+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
27
27
years of professional experience
Work History
Customer Support Manager
Konica Minolta Healthcare
09.2015 - 09.2023
- As a customer support manager, I’m responsible for maintaining a 90% service level, making sure all incoming/outgoing calls are being attended to and monthly revenue goal of 10K per month in billable support
- Schedule one on one team meetings with each agent to review and ensure goals are being met
- Handle escalated customer problems that appear to arise from the use of the product
- Report both hardware and software complaints to escalation team to be reported back to manufacturer
- Manage relationship between sales, marketing, validation, and customer service
- Assist with deployment of corrective action efforts affecting customer product issues
- Maintain LEAN 5s (6s) within the department
- Maintain and process pertinent paperwork and training records for the customer support team
- Manage and maintain company accounts (Remote Maintenance, TeamViewer, SecureLink, ShareFile and Telax.) Conduct bi-weekly team meetings to discuss issues and upcoming hardware/software releases and/or issues that we need to be ready for
- Utilize our Salesforce CRM to run reports and keep track of team activity to measure our success.
Customer Support Specialist Level 3
Konica Minolta Healthcare
09.2011 - 05.2015
- As a customer support specialist, I assisted customers with both hardware and software issues they were experiencing
- Handled the third level support assisting our dealers and internal field service engineers
- Provided support to our international customers in Latin America
- Creating technical documentation on known issues for our knowledgebase
- Handled 15-25 calls daily
- Assisted in software and hardware testing of new equipment
- Continued training on new products.
IT / Helpdesk Level II
Ogilvy & Mather
08.2010 - 09.2011
- As a helpdesk technician I assisted users with PC hardware support, mobile support, applications support, and active directory support
- Was responsible for maintaining user hardware (laptop/desktops)
- Laptop/Desktop repair
- Installed user applications locally or via remote using LANDesk
- Provided support for MS Office applications and Lotus Notes
- Setup and configure mobile devices on the blackberry enterprise server.
Technical Support Supervisor / Technical Support Representative
Canfield Imaging Systems
01.2001 - 01.2010
- Assist with the hiring process and training of new employees
- Respond to daily support needs, escalations, call assignments, follow up and projects
- Research and document unknown or new technical problems
- Provide feedback to our software development department regarding new software issues
- Conduct weekly meetings with the development, sales, and product managers
- Travel 10% in the states and abroad as a liaison at company trade shows
- Responsible for organizing all software yearly upgrades
- Provide 2nd level QC for new software releases
- Responsible for archiving all images / data that come back from trade show events
- Troubleshoot and support Nikon and Canon based camera system
- Install and support 3D imaging software and hardware.
Camera Lab Technician
Canfield Imaging Systems
01.2001 - 04.2002
- Received new photography equipment for inventory
- Repair defective custom cameras and flashes
- Prepped and staged medical photography for study use
- Calibrated camera lenses for specific study use
- Test and clean all photography equipment prior to shipping / archive film & digital photos.
Carrier Analyst
Quest Diagnostics Incorporated
07.1996 - 12.2000
- Perform a wide variety of credit and collection functions
- Review and monitor credit sources, credit files, customer applications and delinquent accounts
- Maintain records on credit risks, delinquent accounts, and incomplete files
- Sent follow-up correspondence for any/all payment arraignments for new and existing accounts
- Provided hands on support when various projects would arise.
Accounting Coordinator
Quest Diagnostics Incorporated
07.1996 - 12.2000
- Performed a variety of routine/non-routine clerical and accounting functions in accordance with standard procedures in one or more of the following areas: general accounting, accounts payable, accounts receivable or related financial area
- Reconciled accounts, post information and balance general or subsidiary ledgers, process payments and compile segments of monthly closings, annual reports, etc
- Contacted other departments and/or outside agencies to resolve problems
- Provided hands on support when various projects would arise.
Billing Coordinator
Quest Diagnostics Incorporated
07.1996 - 12.2000
- Performed due diligence on accounts to ensure claims were in line with insurance company protocols
- Compiled data and prepared invoices and bills for patients
- Maintained accounts by posting payments, issuing refunds and/or resolving discrepancies.
Education
Computer/Electronics Technology (CET) -
Rets Institute
Nutley, NJ10.2000
Business Management/Accounting -
Fairleigh Dickinson University
05.1995
Graduate – Diploma awarded -
Hoboken High School
Hoboken, NJ06.1993
Skills
- Fluent Bilingual Spanish
- Networking skills, local and wide area connections
- Operating systems: Windows XP, Windows7, Windows 10, Basic Mac OS
- Remote desktop applications: TeamViewer, SecureLink, Goto Meeting, LogmeIn, R3 Remote Maintenance
- Field service experience, troubleshooting, and installations of hardware and software applications
- CMR applications: Astea, SalesForce, SAP
References
References furnished upon request
Languages
Spanish
Native or Bilingual
Timeline
Customer Support Manager
Konica Minolta Healthcare
09.2015 - 09.2023
Customer Support Specialist Level 3
Konica Minolta Healthcare
09.2011 - 05.2015
IT / Helpdesk Level II
Ogilvy & Mather
08.2010 - 09.2011
Technical Support Supervisor / Technical Support Representative
Canfield Imaging Systems
01.2001 - 01.2010
Camera Lab Technician
Canfield Imaging Systems
01.2001 - 04.2002
Carrier Analyst
Quest Diagnostics Incorporated
07.1996 - 12.2000
Accounting Coordinator
Quest Diagnostics Incorporated
07.1996 - 12.2000
Billing Coordinator
Quest Diagnostics Incorporated
07.1996 - 12.2000
Computer/Electronics Technology (CET) -
Rets Institute
Business Management/Accounting -
Fairleigh Dickinson University
Graduate – Diploma awarded -
Hoboken High School
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