Julian Ramírez

Bilingual Customer Service Agent with over 3 years of specialized experience in the BPO sector. Proven track record of excellence in providing high-touch customer care and technical support for global industry leaders including Intouch CX, Concentrix, and Teleperformance. Expert in multichannel communication (Chat, Email, Voice) with a strong focus on conflict resolution, adherence to security protocols, and exceeding CSAT/KPI targets. Skilled in adapting to dynamic, high-demand environments while ensuring customer loyalty and retention.

Professional Experience

Customer Care Professional

October 2024 – July 2025

Intouch CX (Levi's Account)

Managed end-to-end customer inquiries, order tracking, and complex issue resolution via multichannel platforms (chat, email, phone). Processed purchases and returns with precision, ensuring a seamless customer experience while strictly maintaining quality standards and response time SLAs. Leveraged CRM systems to provide personalized service, contributing to increased customer satisfaction and brand loyalty.

Customer Service Agent

January 2024 – September 2024

Intouch CX (Airbnb Account)

Provided dedicated 100% bilingual support to hosts and guests, resolving high-priority incidents and service requests with empathy and efficiency. Managed complex cases involving crisis resolution and platform navigation. Demonstrated exceptional cross-cultural communication skills and conflict resolution capabilities in a dynamic, global environment, ensuring high Net Promoter Scores (NPS).

Customer Service Agent

August 2022 – January 2023

Concentrix (Banking Sector)

Delivered specialized financial support for a major banking institution, handling sensitive inquiries regarding accounts, transactions, and financial products. Strictly adhered to data security and confidentiality protocols (PCI Compliance). Mastered internal banking systems to resolve issues promptly, supporting customers in critical financial situations and maintaining high retention rates.

Customer Care Representative

November 2021 – April 2022

Teleperformance

Provided comprehensive customer service and technical support, resolving inquiries with clarity and speed. Successfully executed cross-selling and up-selling strategies for optional products, directly contributing to revenue goals. Strengthened assertiveness and objection-handling skills while consistently meeting rigorous performance metrics for call handling and quality assurance.

Education

High School Diploma

IED El Cortijo|January 2012 – November 2017