Mark I.
Senior Contact Support Escalations Officer
Open to offersNew to PlatformAbout
Mark Ian A. brings over 17 years of experience in the contact support industry, specializing in telecommunications and technology support. Serving as an Escalations/Faults Officer at SpinTel Pty Ltd for an Australian ISP account, he manages accurate fault ticket records, drives collaborative service improvements, adheres to strict service level agreements (SLAs), and handles advanced problem resolution for technical issues. Previously, Mark Ian A. provided dedicated technical support and customer service for major US ISPs, including Time Warner Cable and CenturyLink via 24/7 Customer Philippines and Convergys, addressing PC, network, email, and internet concerns. He has also supported mobile communications as an email and retention specialist for OnePlus and TracFone/Net10 Wireless accounts, demonstrating strong expertise in troubleshooting and issue escalation within the technology sector.
Experience
Escalations/Faults Officer
Spintel Pty Ltd (Australian ISP Account) · 2018 — 2025Maintained accurate records of fault tickets and collaborated with various departments to enhance service quality. Ensured fault resolution aligned with compliance standards and customer expectations. Engaged with customers to identify solutions when prior tiers could not, took ownership of problem-solving by designing and testing solutions, and documented them for future reference.Email Support
KKH Philippines Technology and Information Services Inc. (Handling OnePlus Mobile Support) · 2017 — 2018Provided email support for technical assistance and customer service related to OnePlus mobile devices. Processed refunds and replacements while addressing general inquiries and resolving customer complaints via email.Technical Support Tier 2
24/7 Customer Philippines Inc. (US ISP | Time Warner Cable Account) · 2015 — 2017Delivered telephone technical support and addressed billing issues while providing exceptional customer service solutions for users experiencing PC, network, email, and internet-related problems.Technical Support Professional 2
Convergys Philippines (US ISP | CenturyLink Account) · 2009 — 2015Answered customer inquiries by identifying issues and guiding them through corrective procedures. Provided telephone technical support and exemplary customer service solutions for problems related to PC, network, email, and internet.Customer Care Retention
Qualfon Philippines Inc. (Mobile Phone Service Provider | TracFone/Net10 Wireless Account) · 2006 — 2008Assisted customers by addressing their issues, striving to meet their expectations, and escalated concerns to the corporate office when required.
Skills & Expertise
Education
- Bachelor of Arts in Mass CommunicationsAndres Bonifacio College · — — 2003
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