Richard Essien
Customer Service Pro with an innate curiousity for technology
Professional Summary
Software Developer with a life-long curiosity for technology. I have experience working collaboratively in cross-functional team settings within Agile environments. Experience includes participation in every phase of SDLC (Software Development Lifecycles). I seek to find a home within a Start Up or an established team with a remote first, positive, optimistic, inclusive, and supportive culture - that is passionate about technology and people.
- Authorized to work in the US for any employer
Work Experience
Pharmacy Delivery Driver
Symbria - Auburn, MA | October 2025 to Present
Managed end-to-end logistics for time-sensitive deliveries, ensuring compliance with strict operational deadlines and protocols. Utilized proprietary software and digital tools to process orders, manage inventory returns, and maintain accurate data records. Acted as a key liaison between clients and management, troubleshooting on-site issues to ensure system integrity and service continuity.
- Executed complex logistical routes under tight deadlines, maintaining a 100% on-time delivery rate for critical assets.
- Ensured data integrity by meticulously verifying all orders against digital manifests and processing returns using internal inventory software.
- Provided on-site technical support, troubleshooting computer and peripheral issues to maintain seamless digital documentation.
- Communicated client feedback and escalated system issues to management, contributing to process and service improvements.
Customer Service Representative
TransCore - Remote | June 2025 to September 2025
- Handle customer inquiries via phone, perform account maintenance (address/vehicle changes, payments, etc.), and manage toll overcharges.
- Process/update customer information like expired credit cards, applications, and correspondence; assist with replenishment and balance thresholds.
- Prepare daily call reports, manage deposits, and work a rotating weekend schedule as needed.
- Adhere to call center performance metrics (call time, readiness), participate in quality assurance, and maintain professionalism with patrons and staff.
Customer Service Representative
Partnership Employment - Remote | September 2024 to June 2025
- Handle customer inquiries via phone, perform account maintenance (address/vehicle changes, payments, etc.), and manage toll overcharges.
- Process/update customer information like expired credit cards, applications, and correspondence; assist with replenishment and balance thresholds.
- Prepare daily call reports, manage deposits, and work a rotating weekend schedule as needed.
- Adhere to call center performance metrics (call time, readiness), participate in quality assurance, and maintain professionalism with patrons and staff.
Amazon Delivery Driver
High Speed Deliveries - Worcester, MA | April 2024 to August 2024
- Leveraged proprietary logistics software and handheld devices to optimize route efficiency, ensuring accurate tracking and timely delivery of high-volume packages.
- Utilized real-time GPS navigation and data tools to adapt to dynamic route changes, consistently meeting strict delivery windows and performance metrics.
- Maintained high safety and compliance standards by adhering to telematics monitoring systems, ensuring secure and reliable vehicle operation.
- Collaborated with dispatch and logistics teams through digital communication platforms to troubleshoot delivery exceptions and resolve customer issues on-site.
Customer Account Representative
Career Karma - Remote | February 2021 to January 2024
- Guided community members through the tech career landscape, providing data-driven insights on coding bootcamps and software engineering pathways to facilitate informed decision-making.
- Utilized CRM tools and digital communication platforms to manage mentorship relationships, helping users navigate enrollment processes for skills-based training programs.
- Conducted virtual coaching sessions to educate users on tech stack fundamentals, industry trends, and strategies for successfully completing intensive technical training.
- Connected users with digital resources and community support systems to enhance learning outcomes and drive successful transitions into technology careers.
Inbound Customer Service Representative
Protocol - Worcester, MA | October 2010 to August 2011
- Managed high-volume inbound calls using telecommunications software, ensuring efficient resolution of customer inquiries and maintaining high service level agreements (SLAs).
- Utilized internal ticketing systems to document customer interactions, track issues, and escalate complex technical problems to appropriate support tiers.
- Leveraged CRM databases to access customer profiles and identify opportunities for upselling products based on user history and needs analysis.
- Collaborated with cross-functional teams to provide feedback on system usability and customer pain points, contributing to ongoing service optimization.
Education
Software Development + Computer Science (Apprenticeship)
Lambda School (Bloom Tech) - Remote | January 2020 to February 2021
Computer Science - No Degree (Courses taken)
Fitchburg State University - Fitchburg, MA | September 2010 to May 2015
Graphic, Multimedia and Web Design (Associate's Degree)
New England Institute of Technology - Warwick, RI | May 2008 to May 2010
Skills
Certifications
April 2022 to Present
Foundational knowledge of cloud services and how those services are provided with Microsoft Azure.
February 2021
February 2021