FMFelipe Montoya
@felipemontoya
Customer-focused computer science graduate skilled in technical support and troubleshooting.
ColombiaWhat I'm looking for
I am a computer science graduate with hands-on experience in technical customer support, troubleshooting, and database systems. I excel at resolving complex technical issues, simplifying technical information for non-technical customers, and maintaining high customer satisfaction.
At Owner.com I managed daily inbound calls and achieved a 95% CSAT by combining diagnostic problem-solving with strong communication and cross-functional collaboration. Previously, as a Tier 2 representative at LiveVox and a customer care agent at Webhelp, I contributed to knowledge-base development and ensured CRM data integrity.
I am driven to deliver seamless customer experiences, improve service protocols, and apply my technical skills (MySQL, PostgreSQL, AWS, Windows, macOS) in roles where I can grow while helping teams reduce resolution times and increase customer satisfaction.
Experience
Work history, roles, and key accomplishments
Customer Support Advocate
Owner.com
Nov 2023 - Present (2 years)
Managed an average of 20 inbound calls per day and achieved a 95% CSAT by resolving technical and account issues promptly and improving service protocols through cross-functional collaboration.
Tier 2 Customer Service Rep
LiveVox
May 2021 - Oct 2023 (2 years 5 months)
Performed Tier 2 diagnostics and escalations to restore service functionality, contributed to a technical knowledge base, and improved customer satisfaction by communicating solutions clearly to non-technical users.
Customer Care Agent
Webhelp OneLink
Jun 2019 - Sep 2020 (1 year 3 months)
Handled customer interactions with upselling techniques, maintained CRM records to ensure data integrity, and contributed to increased revenue and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Institución Universitaria Salazar y Herrera
Bachelor of Computer Science, Computer Science
Bachelor of Computer Science completed in May 2024 with coursework in software engineering, database management, and debugging.
Availability
Location
ColombiaAuthorized to work in
Job categories
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