Richard M. Washburn
4319 Reflections Blvd. N. #104, Sunrise, Fl. 33351
Summary Resourceful customer relationship manager with 10 years experience in high tech,
customer centric environment. Design and development of new products. Strong
strategic thinker and team builder.
Customer Relationship Management
Areas of Expertise
New Product/Service Development
Experience SmartMD Nov.’04-Present
Systems Engineer, Field Sales Support, Marketing Strategist, Web Development/SEO
Administer, build and service critical systems. Purchasing and implementation
of hardware, software, and services. Manage redundant systems and co-
locations. Design and assisting in development of medical records software.
Provide field support for sales teams in California , Kentucky, and Indiana.
Develop marketing strategies for new products and services.
Responsible for support and development of marketing and promotional resources.
Office to Go Business Solutions 2002
Customer Service Representative, Call Center Manager
Managed call center operations in a small telecom support center. Coordinated
field service/install technicians and routing. Handled customer escalations and
The Answer Group Jan.’95-2001
Managed all aspects of customer fulfillment, technical support, and human
resources for TAG’s most prestigious account. Organized and headed front line
problem research/solution development team credited with solving 83% of
issues previously escalated to product engineering.
Developed ongoing training for support staff resulting in a higher standards for
internal & external customer satisfaction and first call resolution surveys.
Designed and co-authored web based software simulators and a knowledge
base used by call centers in N. Carolina, Canada, & Ireland.
Operations and Technical advisor to CEO, CFO, & senior staff.
Established and headed quality assurance team responsible for gauging support levels.
All Windows operating systems
Microsoft Office (including FrontPage, Visio, etc.)
Macromedia Suite (Fireworks, Dreamweaver, Flash)
MS Exchange, Multimedia Builder, FBSL, Autoit, Swish
PC’s & all internal components
Printers, Scanners, CD/DVD authoring
Wired & Wireless Networking, Routers, Blue Tooth
Mobile computing, Embedded systems
Solid state engineering, electronic components
Audio & Video editing, Media distribution
Desktop Publishing, Graphic design & Editing
Streaming media (Server)
Automation systems / Robotics
References available on request.
Additional information available at http://richwashburn.net/resume.