Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cameron Viveiros

Salem

Summary

Technical Support expert with a strong background in customer service and process optimization. Demonstrated ability to multitask and learn quickly, collaborating effectively across various roles. Knowledgeable in FOLIO ecosystem, poised to transition into Product Management. Proven track record of enhancing customer satisfaction through organized and proactive communication.

Overview

9
9
years of professional experience

Work History

FOLIO Customer Support Specialist

EBSCO
Ipswich
02.2023 - Current
  • Serve as the primary relationship manager for a strategic customer portfolio, collaborating cross-functionally with Product Management, Development, and Hosting teams to align customer needs with product road maps.
  • Drive product growth by synthesizing customer pain points into prioritized Enhancement Requests, advocating for customer-centric updates and preparing users for upcoming FOLIO releases.
  • Continuously refine the service delivery model based on product revisions and user expectations to improve organizational efficiency and the end-user experience.

Technical Support Representative

EBSCO
Ipswich
03.2017 - 02.2023
  • Delivered comprehensive technical support for a portfolio of over 20 products through phone, email, and EBSCO Connect cases.
  • Collaborated with external publishers and vendors to generate nationwide data reports and statistical insights.
  • Analyzed internal system workflows to identify inefficiencies and implemented process improvements to streamline support operations.

Manager

Crazy Dough’s Pizza at TD Garden
Boston
09.2016 - 03.2017
  • Analyzed daily sales reports and performance metrics to identify operational bottlenecks and implement process improvements.
  • Managed end-to-end procurement and inventory lifecycles, ensuring a seamless supply chain for all essential product materials.
  • Strategic lead for inventory readiness during high-capacity stadium events, ensuring product availability and operational uptime under high-pressure conditions.

Education

Bachelor of Science - Business Administration, Management Information Systems

University of Massachusetts Lowell
Lowell

Skills

  • Customer relationship management
  • Technical troubleshooting
  • Product knowledge
  • Data analysis
  • Service delivery optimization
  • Cross-functional collaboration

Timeline

FOLIO Customer Support Specialist

EBSCO
02.2023 - Current

Technical Support Representative

EBSCO
03.2017 - 02.2023

Manager

Crazy Dough’s Pizza at TD Garden
09.2016 - 03.2017

Bachelor of Science - Business Administration, Management Information Systems

University of Massachusetts Lowell
Cameron Viveiros