Mark N.
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
Mark N. is a seasoned Customer Support Professional with nearly five years of experience in technical support, sales, and account management across the banking, telecommunications, and customer service industries. As an Advisor I at Concentrix, he delivers support for banking products and digital platforms, excelling in technical troubleshooting and consistently surpassing targets for first call resolution and customer satisfaction metrics. While at AFNI Incorporated, Mark N. served US-based clients as a Customer Service Representative, handling order tracking, device replacements, and complex billing issues, along with Level 1 technical support for mobile and internet services. He also drove sales performance as a Sales Agent at Alorica Teleservices, utilizing CRM systems and precise data entry. Mark N. is fluent in English and Filipino and holds a degree in Business Administration, Major in Marketing Management.
Experience
Advisor I
Concentrix · 2024 — PresentProvided accurate assistance for banking products and services, addressing inquiries regarding account status, fund transfers, refunds, fraud reporting, and online banking access. Conducted technical troubleshooting for digital platforms, contributing to achieving a first call resolution score of 78%. Maintained a professional demeanor while ensuring adherence to SOPs for customer interactions, resulting in a Net Satisfaction Score of 75% and a Net Promoter Score of 79%. Collaborated with internal teams to escalate complex issues, facilitating service continuity and client satisfaction.Customer Service Representative
AFNI Incorporated · 2022 — 2024Acted as the primary contact for US-based clients, addressing inquiries about orders, device replacements, order tracking, insurance claims, and product issues. Explained product features while resolving complex billing problems through promotional, credit, and adjustment processes. Achieved a three-day resolution rate of 81%, surpassing the target of 79%. Delivered Level 1 technical support for mobile devices and internet services while consistently meeting sales objectives by offering additional lines of service.Sales Agent
Alorica Teleservices · 2021 — 2021Marketed and sold products and services as outlined in the statement of work, achieving an average of three additional service lines daily, which contributed to a 30% rise in daily gross sales. Ensured precise CRM documentation and data entry while keeping defect scores low to meet client quality standards. Managed calls in alignment with client guidelines, verifying account details such as address and payment information for accuracy.
Skills & Expertise
Education
- Bachelor of Science in Business Administration, Major in Marketing ManagementCity College of Tagaytay · — — 2015
Interested in this professional?
Sign in as an employer to save this profile or invite Mark N. to a job.
Sign in as an employer