julian bilingual | Torre.ai

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Call Center Agent

CALLZILLA - Life Fitness Program

Apr 2025 - Oct 2025 (7 months)

Resolved customer tickets via email providing solutions for equipment and order inquiries. Provided support for Life Fitness machines by identifying required replacement parts and specifications. Prepared parts orders and arranged shipment to customer locations. Created customer accounts and gathered account information when required. Coordinated with collections when accounts had payment holds. Educated customers about payment terms including Net 30 and credit card policies. Escalated cases to Tier 2 technical support when necessary. Consulted with Tier 2 specialists to gather additional technical information about machines and parts. Created technician service tasks so field technicians could inspect or repair equipment. Generated follow

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Recoveries Agent

CONCENTRIX - Capital One Recoveries

Oct 2024 - Feb 2025 (5 months)

Received inbound calls regarding charged off accounts. Negotiated settlements and payment plans with customers. Sent official account correspondence and settlement letters. Started dispute investigations when necessary. Worked with attorneys to negotiate settlements and provide account information. Coordinated with debt settlement companies. Referred accounts to collection agencies when appropriate. Escalated complex cases to supervisors when required.

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Collections Agent

CONCENTRIX - Capital One Collections

Feb 2023 - Mar 2025 (2 years 2 months)

Handled inbound and outbound calls related to past due credit card accounts. Negotiated payment plans and hardship programs with customers. Waived late fees or interest charges when applicable according to policy. Sent replacement cards for lost or stolen credit cards. Reset passwords and assisted customers with account access. Released funds in emergency situations when appropriate. Started payment investigations when issues occurred with transactions. Explained account status changes including restrictions, suspension, or closure. Assisted customers filing bankruptcy related to accounts. Helped customers avoid charge off situations by negotiating payment arrangements. Escalated complex cases to supervisors when necessary. Transferred call

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Technical Support Agent

TELEPERFORMANCE - Apple Support Programs

Jan 2020 - Jan 2023 (3 years 1 month)

Provided Apple technical support via phone, chat, and email channels. Assisted customers with macOS and iOS troubleshooting, account issues, device repairs, subscription services, and refund requests while maintaining customer satisfaction and following Apple procedures.

RAPPI

Rappi

Jan 2019 - Apr 2020 (1 year 4 months)

deliveries

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EXPLORER TRAVELERS CLUB

Feb 2017 - Jun 2017 (5 months)

outbound calls to set up appointments

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