Julia Curiel

Retention Representative

Nerdy

Jul 2025 - Current (1 year 1 month)

-Manage client accounts through VTWA CRM platform, handling requests related to billing, scheduling, and technical issues. -Provide retention support by identifying customer pain points and offering tailored solutions to prevent churn. -Handle refund requests and account cancellations following internal policies and exceptions. -Coordinate with internal teams via Slack to resolve complex cases efficiently. -Utilize Zendesk for call management and ticket tracking; log all interactions with accuracy and attention to detail. -Conduct troubleshooting for login issues, scheduling errors, and platform navigation. -Maintain high levels of empathy and professionalism in a fast-paced environment, ensuring positive customer experience.

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English Instructor & Program Coordinator

SOFOFA, Procaps Ltda., SENCE Chile.

Aug 2024 - Jul 2025 (1 year)

-Delivered short-term English courses under the SENCE program for adult learners, with content tailored for tourism and workplace communication. -Designed engaging lesson plans and adapted teaching materials for students with diverse backgrounds and goals. Conducted complementary Spanish-language workshops on job search strategies and professional communication. Coordinated classroom logistics, managed materials, and handled communication with supervisors and students. Served as local coordinator during the Limache program, ensuring smooth execution of educational operations.

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Sales & Customer Service Executive

Directv Chile.

Jul 2020 - Aug 2024 (4 years 2 months)

Sold DIRECTV home television packages through in-person customer service and occasional inbound/outbound calls. -Assisted customers with plan activation, payments, and service-related inquiries in a local office environment. -Coordinated technical service appointments and ensured efficient follow-up with clients. -Managed product inventory, promotional materials, and daily branch operations as the sole representative on site. -Utilized internal CRM systems (Siebel) and Microsoft Office tools for order processing, client data updates, and sales reporting. -Achieved monthly sales and service quality targets through a consultative and customer-focused approach.

Call Center Sales & Customer Support Representative

CLARO CHILE

Jan 2018 - Dec 2020 (3 years)

Handled inbound customer calls related to mobile and home service plans, billing, and technical support. -Sold mobile lines, internet plans, and bundled service packages aligned with customer needs. -Processed number portability requests and coordinated delivery of new devices and SIM cards. -Managed client data and service requests using internal CRM platforms and company digital tools. -Worked in a high-volume call center environment, consistently meeting sales and service KPIs. -Recognized for adaptability, communication, and ability to build trust with clients remotely.

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English Instructor

Instituto Nacional de Capacitación y Educación Socialista (INCES)

Jul 2017 - Dec 2019 (2 years 6 months)

-Taught basic English courses and English courses for reception staff. -Utilized dynamic methods such as music, reading, movies, and books to facilitate learning. -Developed and utilized effective communication skills. -Responsible for developing and assigning monthly civic activities. -Demonstrated ability to create engaging lesson plans and adapt to diverse learning styles. -Fostered a positive and inclusive learning environment, promoting student participation and motivation.

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Community Service Experience as English Teacher

Colegio Educativo Monseñor Luis Eduardo Enrique.

Jan 2016 - Jun 2016 (6 months)

-Taught basic English to third and fourth-grade children. -Developed and applied effective pedagogical methods to facilitate learning. -Collaborated in extracurricular activities and educational events. -Gained hands-on experience in lesson planning, classroom management, and student assessment. -Demonstrated ability to work with students of diverse backgrounds and learning styles.

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Travel Agent

Agencia de viajes Ombra Tours S.A

Sep 2010 - Aug 2011 (1 year)

-Booked and sold domestic and international flights using the Amadeus reservation system. -Sold travel packages, including tours, cruises, and all-inclusive vacation deals. -Handled customer payments and processed deposits, ensuring timely transactions with partner agencies. -Managed financial operations related to client bookings, including invoicing and reconciliation. -Provided personalized travel advice and support to clients, ensuring a high level of customer satisfaction.

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