Julián Alejandro Rojas Ramírez

Bilingual Technical Support and Customer Experience Specialist with C1 Advanced English certification. Proven track record in high-volume customer service, technical troubleshooting (hardware/software), collections, and account management across top-tier BPO environments. Skilled in multi-channel interaction (phone, chat, email ticketing), order management, warranty handling, and software tools (Office, Excel, Word). Highly proactive, analytical, and adept at multitasking under pressure.

Customer & Technical Support Specialist - CALLZILLA

(2025-04 - 2025-10)

Life Fitness Campaign

• Managed multi-channel support (4 hrs email ticketing / 4 hrs phone time daily), achieving key performance indicator (KPI) targets consistently.
• Provided technical support for fitness equipment, identifying specific parts, specifications, quantities, and issuing quotes or RMA replacement orders.
• Created technician repair tasks, warranty orders, and dispatch schedules (ground, truck, or 2nd-day air shipping).
• Processed orders, credit card payments, account creations, tax/shipping totals, and escalated complex issues to Tier 2 or specialized departments.
• Investigated shipping anomalies with UPS, managed backorders, resolved account holds, and merged tickets for optimal workflow efficiency.

Collections & Recoveries Specialist - CONCENTRIX

(2024-10 - 2025-03)

Capital One Campaign

• Handled inbound/outbound calls for past-due and charge-off accounts, negotiating custom payment plans, settlements, and hardship programs.
• Negotiated with debt settlement companies and attorneys while performing account closures, restrictions, and dispute investigations.
• Executed account management actions including fee waivers, replacement card dispatches, password resets, and fund releases.
• Coordinated 3-way translation calls for foreign language clients and consulted with chat support teams for specialized resolutions.

Apple Senior Technical Support & Chat Representative - TELEPERFORMANCE

(2020-07 - 2023-02)

Enigma Campaign

• Delivered high-tier hardware and software technical support across the Apple ecosystem (macOS, iOS, iPadOS, watchOS, Apple TV, AirPods).
• Handled multi-tasking chat queues (up to 4 simultaneous active chats) and high-volume phone/email customer interactions.
• Processed refund requests, subscription issues (Apple Music, iCloud, App Store), account activations/recoveries, and security troubleshooting.
• Arranged hardware repair paths (express replacement, mail-in, or store appointments) and utilized screen-sharing tools for real-time diagnostics.

Undergraduate Studies - Software Engineering - Universidad Del Norte (2022-05)

Certification - English for Work - SENA (2018)

Technical Studies - Veterinary Clinic Assistant - Universidad De Colombia (2019)

Academic High School Diploma - Bachiller - Gimnasio Unión Nacional (2008)