Julia Pliego
Customer Service Specialist
Sierra Vista,AZ
Summary
Dedicated and empathetic support specialist with 8+ years of experience in customer service, emergency response, and technical troubleshooting. Skilled in handling high pressure situations with composure while fostering trust and building client relationships, streamlining processes and leading by example. Proficient in using ticket management systems such as Zendesk, CxOne, Gladly to resolve complex issues. Passionate about delivering exceptional support, innovative solutions and contributing to community driven initiatives.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Tier 3 Technical Support Representative
Rad Power Bikes
2022.05 - Current
- Diagnose and troubleshoot e-bike issues, resolve error codes and address trending technical challenges for customers and bikes shops.
- Utilize ticket management systems such as Zendesk, CxOne, and Gladly, ensuring timely resolution of issues via phone, email and chat.
- Maintain comprehensive knowledge of product assembly, maintenance and accessory troubleshooting to deliver accurate solutions.
- Collaborate with team members and external bike shops to enhance service quality and customer satisfaction.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
Client Care Specialist/Vet Technician Assistant
New Frontier Animal Hospital
2017.06 - 2021.11
- Managed high call volume in a fast paced environment, efficiently, prioritizing urgent requests and maintaining composure, empathy and professionalism under pressure.
- Provided technical assistance during veterinary procedures and supported veterinarians in critical operations.
- Assisted with organizing fundraising events fostered community engagement through humane society partnerships
- Established trust with clients through transparent communication about service offerings, pricing structures, timelines, or any other pertinent details related directly or indirectly influencing their decision-making process.
Emergency Response Specialist
Teleperformance USA-Philips LifeLine
2016.07 - 2017.06
- Handled inbound calls from Lifeline clients potentially in need of medical or emergency assistance and maintaining professionalism and composure under pressure.
- Communicated effectively with the clients families, assisted care providers and first responders during emergencies.
- Ensured accurate documentation of all incidents, including detailed reports on response actions taken, resources used, and lessons learned.
- Streamlined communication during crises by establishing clear protocols, critical information and guidelines for emergency personnel.
- Served as a liaison between the organization's leadership team and frontline staff members during emergencies ensuring smooth communication flow within all levels involved in crisis resolution.
- Built compassionate and empathetic relationships with clients and their families, supporting them during vulnerable moments.
Assistant Store Manager/Sale Represented/Electronics Sales Associate
Zumiez-VANS-Puma-Bookmans
2010.11 - 2016.06
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Gained experience in customer service, inventory management and team collaboration across retail environments.
Education
Associate of Arts - General Studies
Cochise College
Sierra Vista 2001.05 -
High School Diploma -
Flowing Wells High School
Tucson 2001.05 -
Skills
Customer Support (Tier 2/Tier 3)
Emergency Response and Crisis Management
Troubleshooting and Diagnostics
Ticket Managing Systems
Communication
Leadership and Team Collaboration
Community Engagement and Volunteerism
Technical Product Knowledge
Timeline
Tier 3 Technical Support Representative
Rad Power Bikes
2022.05 - Current
Client Care Specialist/Vet Technician Assistant
New Frontier Animal Hospital
2017.06 - 2021.11
Emergency Response Specialist
Teleperformance USA-Philips LifeLine
2016.07 - 2017.06
Assistant Store Manager/Sale Represented/Electronics Sales Associate
Zumiez-VANS-Puma-Bookmans
2010.11 - 2016.06
Associate of Arts - General Studies
Cochise College
2001.05 -
High School Diploma -
Flowing Wells High School
2001.05 -