Summary
Overview
Work History
Education
Skills
Timeline
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Juliana Villafradez Torres

Oviedo,Florida

Summary

Bilingual customer and technical service expert and teacher with over 8 years of experience, specialized in client care and tech support. Able to teach, integrate and guide agents, co-workers, customers and possible clients through technical processes, providing feedback, doing follow up and establishing new learning processes and solutions.

Overview

11
11
years of professional experience

Work History

Warehouse Inventory Associate

CORT Furniture
11.2022 - 04.2023
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Compared shipments received with purchase orders to cross-reference goods ordered with goods received.
  • Trained and developed warehouse staff on safety measures.

OTR Logistic Specialist

GLT Logistics
08.2021 - 02.2022
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Communicated with drivers and personnel to coordinate timely pick up and delivery of goods and materials.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.

Tech and Customer Support

SiriusXM
03.2021 - 09.2021
  • Processed payments and refunds, helped users through chat and phone using company's database.
  • Created user accounts and assigned permissions.
  • Researched and identified solutions to technical problems with radios and sound systems in the cars.

English Consultant

iTutorGroup ABC
03.2016 - 08.2020
  • Planned, organized and delivered programs of instruction that supported premise of high expectations for students.
  • Personalized instruction based on needs, interests and capabilities of individual students.
  • Evaluated in detail the progress, advance and improving opportunities of each student.

Bilingual Technical Support Specialist

LOREX by FLIR
12.2016 - 05.2017
  • Assisted customers in identifying issues and explained solutions to restore service and functionality of their surveillance cameras.
  • Translated complex technical issues into digestible language for non-technical users.
  • Used ticketing systems to manage and process support actions and requests.

Bilingual Customer Service Specialist

Spotify
11.2014 - 02.2016
  • Utilized databases, logs and CMR (Salesforce) sources to locate and verify information about Spotify accounts.
  • Gained customer trust by providing knowledgeable and accurate information about troubleshooting, payments, billing and other services in both English and Spanish.

Tech/Mentor

Teleperformance
03.2012 - 02.2013
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Placed follow-up calls for customers who reported product issues in the US.

Education

High School Diploma -

Maria Auxiliadora
Bogotá, Colombia

Bachelor Degree - Advertising

Universidad Jorge Tadeo Lozano
Colombia

Certified - TESOL/TEFL

International Open Academy
Remote
2016

Skills

  • Effective Time Management
  • Communication
  • Fast Learner
  • Ability to Work in a Team
  • CRM Experience
  • Microsoft Office/Computer Skills
  • Adaptability
  • Order Processing
  • Staff Training

Timeline

Warehouse Inventory Associate

CORT Furniture
11.2022 - 04.2023

OTR Logistic Specialist

GLT Logistics
08.2021 - 02.2022

Tech and Customer Support

SiriusXM
03.2021 - 09.2021

Bilingual Technical Support Specialist

LOREX by FLIR
12.2016 - 05.2017

English Consultant

iTutorGroup ABC
03.2016 - 08.2020

Bilingual Customer Service Specialist

Spotify
11.2014 - 02.2016

Tech/Mentor

Teleperformance
03.2012 - 02.2013

High School Diploma -

Maria Auxiliadora

Bachelor Degree - Advertising

Universidad Jorge Tadeo Lozano

Certified - TESOL/TEFL

International Open Academy

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Juliana Villafradez Torres