Mark G.

My biggest strength is accuracy under pressure — I've spent 10+ years in back-office and technical support roles across insurance, telecom, and smart home tech, including six years reviewing insurance claims with zero audit violations. I've worked remotely and in an office-based role, so I know how to manage myself, hit deadlines, and stay organized without needing supervision. But I don't just do the job right; I look for ways to make it better — I've cut processing time by 20%, reduced repeat complaints by 15%, and dropped escalations by 25% by fixing root causes instead of just closing tickets. So you're not just getting someone reliable; you're getting someone who actually improves the work along the way.

• Technical Support Virtual Assistant

  Southern Experts · 2025 — 2026
  Addressed 40–60+ customer inquiries each day via Zendesk through phone, email, and ticket channels, ensuring 95%+ first-response compliance with SLA targets. Logged all customer interactions in CRM systems accurately, enhancing audit visibility within a 10-agent team. Reported and prioritized 5–10+ recurring technical issues monthly to internal teams, promoting quicker resolutions and minimizing user impact. Collaborated with cross-functional teams to achieve an 85%+ first-contact resolution rate on complex cases, decreasing repeat ticket volume by 20%.

• Technical Support Care

  iQor · 2024 — 2025
  Handled over 50 customer inquiries daily on mobile platforms, effectively resolving billing issues and technical queries while achieving 90%+ customer satisfaction scores. Cut escalations by 25% through prompt root-cause analysis and timely solution communication to customers and internal stakeholders. Ensured complete documentation for all daily interactions in CRM systems, maintaining compliance with audit requirements. Achieved response time and resolution KPIs in a fast-paced environment, adjusting workflow priorities as necessary to meet targets.

• Technical Support Expert

  Asurion · 2023 — 2024
  Supported 40–50+ customers daily concerning device and account issues, enhancing customer satisfaction scores by 15% through effective communication. Processed service requests and account updates with 98% data accuracy, facilitating a smooth customer experience across various service platforms. Diminished repeat contacts by 20% by simplifying technical issues into clear solutions, boosting first-call efficiency. Evaluated customer demands and proposed relevant service solutions, helping to foster better service adoption and account retention.

• Insurance Claims Examiner

  Asurion · 2017 — 2023
  Examined and validated 30–40+ insurance claims daily, ensuring documentation aligned with policy terms and making decisions on approvals or rejections with 99% accuracy. Achieved full regulatory compliance over six years, without any audit violations across data entry tasks. Identified and flagged 10+ discrepancies or incomplete submissions weekly, confirming data integrity against reference documents and escalating issues for review. Streamlined processing times by 20% by utilizing Microsoft Excel to manage daily claims effectively, adhering to team’s naming and storage protocols.

• Back Office Support

  West Contact Services Inc. · 2015 — 2017
  Conducted data entry and account audits for over 50 customer records each day, ensuring accurate service delivery and billing practices. Investigated backend service concerns, achieving a 15% reduction in repeat complaints through proactive issue resolution. Collaborated with more than 10 frontline agents to communicate verified account updates, enhancing resolution turnaround times by 20%. Organized digital records and reports effectively, contributing to improved operational efficiency and team productivity.

• Computer System Technician

  Computer Foundation of Calamba · 2001 — 2003