brandon motangu

I’m a customer service professional with 10+ years of experience supporting end-users across healthcare technology and IT environments. I diagnose technical issues, guide customers through solutions with patience and clarity, and maintain strict data privacy standards in HIPAA-compliant settings.

In my most recent role as a Senior Customer Support Specialist, I led a team of 8 support agents and focused on coaching, quality assurance, and performance reviews to maintain KPIs above 95%. I served as the escalation point for complex Level 2 and Level 3 help desk tickets, resolving issues within established SLA timelines.

I’ve also driven measurable improvements through process and tooling. I spearheaded a new CRM ticketing workflow that reduced average resolution time by 22% and increased CSAT to 4.8/5, and I built and maintained an internal knowledge base of 150+ documented procedures that reduced repeat ticket volume by 30%.

Prior to that, I supported U.S./international clients for a healthcare technology platform, providing front-line help with account access, software navigation, and technical issues. I onboarded new users with virtual walkthroughs and materials, and I helped reduce an unresolved ticket backlog by 15% by implementing priority-based triage.