Ronald Burke

Experience

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  West Corporation

  Aug 2004 - Dec 2006

  Subject Matter Expert

  Assist Customer Service Agents (CSA) with fielding difficult calls and aid to solve customer issues.Assist and collaborate with CSA to address areas of improvement.Fill in for Team supervisor as needed.Supervise main production floor of 100-150 CSAs in absence of all supervisors.

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  Cinram

  Dec 2006 - Jun 2015

  Supervisor

  Assist Manager with daily assigned duties and responsibilities.Assist Customer Service in determining feasibility of due dates and purchase order changes.Develop and maintain long and short-term schedules for Mastering, Molding, Printing and Packaging.Monitor time cards for accuracy.Perform team member performance evaluations.Assist customer service, team members and packaging floor supervisors in resolving critical issues.Assist with monitoring production control operations and training personnel on key principles. Show less

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  Abaco Systems, Inc.

  May 2016 - Dec 2021

  Technical Support Engineer

  Managed customer communication and expectations to resolve technical issues relating to software/hardware issuesAnalyzed and troubleshot customer use cases over a multitude of company productsInterfaced with multiple departments to ensure completion of customer issuesDeveloped experimental setups and performed detailed troubleshooting through in-depth analysis of information provided by customersEscalated critical issues and roadblocks to the Technical Support Manager where requiredReceived “Transformers Award” for outstanding customer service Show less