julian A.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Julian A. is an experienced Customer Support and Technical Service Specialist based in Bogota, Colombia, with a notable track record in international call center operations. His career spans support roles across prestigious brands, including Apple, Capital One, and Life Fitness. With exceptional skills in troubleshooting, ticket management, and multichannel customer service, Julian has demonstrated his capability to handle complex issues efficiently while consistently meeting operational KPI targets. At Callzilla, he excelled in resolving customer inquiries, managing logistics coordination, and ensuring seamless multichannel service across phone, email, and chat. His tenure at Concentrix included negotiating settlements for Capital One's financial services and assisting customers with credit solutions. Proficient in both English and Spanish, Julian holds a certified English C1 level, which complements his ability to communicate effectively in bilingual environments. His educational background includes studies in Software Engineering and English for Work, underscoring his commitment to continuous professional development.
Experience
Customer Support Specialist
CALLZILLA - Life Fitness Program · 2025 — 2025Handled customer inquiries through email by providing solutions for equipment and order issues. Identified required replacement parts for Life Fitness machines, prepared parts orders, and arranged shipments. Created customer accounts, gather necessary information, and coordinated with collections for payment holds. Educated customers about payment terms and escalated cases to Tier 2 technical support as needed. Consulted with Tier 2 specialists for additional technical information and created service tasks for field technicians. Followed up on machine repairs and generated RMA orders for damaged or incorrect parts. Investigated shipment issues and managed communication with customers regarding invoices, order confirmations, and updates.Collections Specialist
CONCENTRIX - Capital One Collections · 2025 — 2025Managed inbound and outbound calls related to past due credit card accounts, negotiating payment plans and hardship programs with customers. Waived fees in accordance with policy, sent replacement cards for lost ones, and assisted with account access. Initiated payment investigations and explained account status changes. Supported customers in bankruptcy situations and worked to avoid charge offs by negotiating arrangements. Escalated complex issues to supervisors as needed, facilitated three-way calls with interpreters, and communicated account changes through official letters.Recoveries Specialist
CONCENTRIX - Capital One Recoveries · 2024 — 2025Received inbound calls concerning charged off accounts, negotiating settlements and payment plans with customers. Sent account correspondence and settlement letters while starting dispute investigations when necessary. Collaborated with attorneys to negotiate settlements and coordinated with debt settlement companies, referring accounts to collection agencies when appropriate.Technical Support Specialist
TELEPERFORMANCE - Apple Support Programs · 2020 — 2023Provided technical support for Apple products through phone, chat, and email. Assisted customers with troubleshooting macOS and iOS issues, account problems, device repairs, subscription inquiries, and refund requests while adhering to Apple procedures and maintaining customer satisfaction.
Skills & Expertise
Education
- Software Engineering - PostponedUniversidad del Norte · 2022 — Present
- Veterinary Clinic and Pet Care Assistant - PostponedUniversidad de Colombia · 2019 — Present
- English for WorkSENA · 2018 — Present
- Academic BachelorGimnasio Union Nacional · 2008 — Present
- Music Studies (3 semesters)Unninca University
Interested in this professional?
Sign in as an employer to save this profile or invite julian A. to a job.
Sign in as an employer