Julian Coates

Dependable, detail-oriented communications and operations specialist with deep experience in high-volume call center environments, customer service delivery, and emergency response operations. Skilled in handling complex customer inquiries, resolving operational challenges, maintaining accurate documentation, and supporting diverse populations with empathy and professionalism. Seeking a part-time role to leverage proven telephone, technical, and de-escalation strengths.

Senior Associate, Quality Assurance & Reporting - AMERICAN RED CROSS – SERVICE TO THE ARMED FORCES

(2001-01 - 2014-12)

Served as primary point of contact for 180+ staff, external partners, and government stakeholders within a national emergency services call center.

• Handled incoming communications, assessed critical customer needs, and dispatched emergency assistance to service members and families.
• Monitored call quality and key performance metrics to ensure accurate, empathetic, and compliant service delivery.
• Designed and standardized service delivery models to streamline call resolution processes and elevate customer satisfaction.

Regional Program Director, Europe & Pacific - AMERICAN RED CROSS – SERVICE TO THE ARMED FORCES

(2012-01 - 2025-12)

Oversaw operational and humanitarian service programs supporting diverse, international communities across 9 overseas locations.

• Coordinated high-volume communications, emergency preparedness, and crisis response efforts across multiple teams.
• Maintained clear, professional communication channels with senior stakeholders, community partners, and official representatives.

Operational Officer - CENTRAL INTELLIGENCE AGENCY (CIA)

(1989-01 - 2001-12)

• Gathered, evaluated, and communicated critical information with high accuracy in fast-paced, high-security environments.
• Built trusted working relationships with diverse partners and inter-agency teams to achieve key operational objectives.

Intelligence Specialist - UNITED STATES ARMY

(1986-01 - 1989-12)

• Produced clear operational assessments and concise briefings for mission support and leadership planning.