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Mark Moshe Montinola

Mark Moshe Montinola

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Skills: *Technical Support *General VA

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Experience: *Customer service for 4 years *Clinical Quality Assurance 1 year *Technical Support 2 years

I began my career as a customer service representative which managing incoming calls and customer service inquiries , but a few years ago, my professional interests shifted to the healthcare industry as a Clinical Quality assurance Specialist that is responsible for ensuring clinical processes are conducted in accordance with guidelines and regulations then I transaction back to CSR for ATT and DTV which may help me grow and honed my skills as a call center agent. When an account (Microsoft) for IT was open, I applied as a technical support and got the job. As time goes by, I was promoted as Subject matter expert then transition to Tier 2 advocate which handles more complex issues, handling technical escalations, and inquiries that are beyond the skills or knowledge of your first level customer service representatives. I've always been skilled at bringing people together and working toward common goals.
$/hr

Work History

Modern Life Technical Support (Tier 2)/Subject matter Expert/POC team lead Present
VXI Global Solutions
01/26/2002 - 11/27/2023

● Deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. ● Experience using MS Office applications: Word, Excel, Outlook ● Record, track, and document the escalation request problem solving process including actions taken through to the final resolution ● Respond in timely manner to requests and issues ● Handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of your first level customer service representatives.

Customer Service Representative ISM/Sales (AT&T &DTV)
Sutherland Global services
12/19/2019 - 05/18/2021

● Develop innovative ways to sell ATT products and services to customers. ● Handle customer requests for payments, activations, upgrades and other services. ● Address and resolve customer concerns promptly. ● Maintain up-to-date knowledge about ATT products and services. ● Respond to customer queries about ATT services, equipment, promotions, roaming and billings. ● Enhance customer retention and satisfaction by providing outstanding and prompt customer services. ● Take customer calls and complete service orders. ● Understand customer needs and recommend appropriate products and rate plans.

Clinical Quality Assurance Specialist (Plan of Care Writer)
Northeast Strategist Inc.
02/20/2018 - 07/15/2019