Enoc Mauricio Montenegro Tapia
Lasara,TX
Summary
Proficient in utilising remote support tools and delivering exceptional technical documentation, with expertise in interactive listening and feedback collection to drive process improvements. Skilled in billing understanding and rectification, ensuring seamless resolution of discrepancies. Adept at analysing feedback to enhance operational efficiency, with a commitment to fostering effective communication and continuous professional growth.
Experienced professional with focus on delivering exceptional customer support. Skilled in resolving complex issues swiftly and enhancing customer satisfaction through effective communication and problem-solving. Adept at utilising technology to streamline processes and improve service delivery.
Overview
5
5
years of professional experience
11
11
years of post-secondary education
Work history
Customer Support Specialist (Tech Support, Fraud and Retention), McAfee
Concentrix
2024.12 - 2026.01
- Technical Support: Resolved complex technical issues with clear, patient guidance, including secure remote sessions.
- Fraud & Retention: Investigated suspicious activity and handled escalations to retain customers.
- SME: Escalation point for complex cases; analysed reports to coach agents and improve results.
Retention and sales (TXU Energy)
Concentrix
2024.04 - 2024.11
- Personalized advice on electricity plans for customers.
- Retention techniques to maintain the customer relationship.
- Sale of additional products for the benefit of the customer’s home.
Customer Service Representative and Retention agent
Ibex, SA (Sam’s Club)
2021.04 - 2021.11
- CRM Management
- Product Knowledge:
- Digital Literacy and AI
- Multitasking
- Adaptability
Education
Dulce Sonrisa college
2006.01 - 2012.01
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Institute Ulises Tapia Roa
2013.01 - 2018.01
Universidad Nacional De Ingenieria
Managua 02.2019
Skills
- Remote support tools
- Interactive listening
- Billing understanding and rectification
- Feedback reception
- Technical documentation writing proficiency
- Feedback collection and analysis
Timeline
Customer Support Specialist (Tech Support, Fraud and Retention), McAfee
Concentrix
2024.12 - 2026.01
Retention and sales (TXU Energy)
Concentrix
2024.04 - 2024.11
Customer Service Representative and Retention agent
Ibex, SA (Sam’s Club)
2021.04 - 2021.11
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Institute Ulises Tapia Roa
2013.01 - 2018.01
Dulce Sonrisa college
2006.01 - 2012.01
Universidad Nacional De Ingenieria