Julian Andres Galvis Garcia QA and Support Specialist | EOR Support

Connectivity Specialist

Lodgify

Apr 2025 - Current (1 year 4 months)

• Provided high-quality technical support primarily through ticketing systems, with additional assistance via chat and phone as needed, ensuring prompt and effective resolution of customer issues. • Consistently met service level agreements (SLAs) while maintaining strong customer satisfaction through timely and professional issue resolution. • Troubleshot and resolved a broad range of technical issues related to the Lodgify platform, including API integrations with external partners, improving overall platform performance and user experience. • Collaborated with product and engineering teams by communicating customer feedback and recurring issues, driving cross-functional alignment and continuous improvement. • Identified, documented, and

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Platform Support Specialist

Velocity Global (EOR),

Apr 2024 - Jan 2025 (10 months)

• Delivered responsive, high-quality support via Zendesk and Zoom, resolving complex issues related to platform access, performance, global employment, compliance, payroll, and employee operations. • Proactively triaged support requests through DevRev, ensuring accurate prioritization and resolution to maintain a seamless user experience. • Investigated and documented platform bugs, reproduced issues, and submitted detailed reports through Jira to Tier 2 and engineering teams, facilitating timely fixes. • Collaborated cross-functionally with Finance, Business Operations, Local Teams, and Customer Success Managers (CSMs) to resolve inquiries and ensure client satisfaction. • Maintained clear, comprehensive case documentation to support smoot

Quality Analyst

Freelancer

Jun 2022 - Nov 2023 (1 year 6 months)

Portfolio QA Analyst (Dec 2023 - Feb 2024) • Performed quality reviews across the product portfolio, ensuring alignment with operational and performance standards. • Processed fix requests efficiently using internal systems, supporting timely QA actions. • Maintained key portfolio data (e.g., nationality eligibility, SLAs, travel lanes) through regular updates to ensure accuracy and compliance. BPO Quality Analyst (Jun 2022 - Nov 2023) • Audited voice, chat, and email interactions to ensure SOP compliance and drive service quality improvements. • Analyzed social media and website data for brand consistency and policy adherence, maintaining research databases. • Delivered performance reports with actionable insights to enhance agent effect

Customer Service/Success Agent

Foundever

Feb 2021 - May 2022 (1 year 4 months)

• Delivered responsive, empathetic support across calls, chats, and tickets, ensuring adherence to SOPs and SLAs. • Resolved customer issues efficiently while maintaining a strong customer-first approach and clear communication. • Fostered trust and satisfaction through timely follow-ups and consistent service quality.

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Legal assistant / Operations Analyst

Salud Total EPS-S,

Mar 2017 - Jan 2021 (3 years 11 months)

Operations Analyst (Sept 2017 - Jan 2021) • Handled inquiries from government entities and users, ensuring accurate guidance on healthcare services and compliance. • Led process improvements to optimize internal workflows and reduce response times. • Trained service teams on SOPs and regulations, enhancing service quality and compliance. • Collaborated cross-functionally to align service delivery with healthcare regulations and improve user satisfaction. Legal Assistant (Mar 2017 - Sept 2017) • Supported the legal team in handling court inquiries related to healthcare access for social security affiliates. • Ensured timely, accurate legal responses to mitigate regulatory risks. • Maintained comprehensive records to support compliance with h

Julian Andres Galvis Garcia

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