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Julian
Customer & Technical Support Specialist at Callzilla
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Competencies
Proficient in diagnosing and resolving hardware and software issues across diverse devices and platforms.
Skilled in delivering exceptional support and building rapport with clients across multiple channels.
Experienced in negotiating payment plans and settlements to maximize recovery outcomes.
Capable of managing client accounts efficiently, ensuring timely resolution and customer satisfaction.
Able to handle complex support scenarios through email, chat, and phone, balancing multiple interactions simultaneously.
Education
Languages
Summary
Dedicated support professional with extensive experience in technical troubleshooting, customer service, and account management across diverse industries. Proven ability to meet KPIs and enhance customer satisfaction.
Key Achievements
- Consistently met and exceeded KPI targets in multi-channel support roles.
- Provided technical support for a wide range of Apple devices, ensuring high customer satisfaction.
- Negotiated complex payment plans and settlements, reducing overdue accounts significantly.
- Managed high-volume support queues, maintaining efficiency and quality in customer service.
- Developed technical expertise in hardware and software troubleshooting across multiple platforms.
Experience
Customer & Technical Support Specialist
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
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
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.