Julio Ford
Rosedale,MD
Summary
Experienced customer service representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
18
18
years of professional experience
Work History
Bilingual Customer Service Specialist
Discover
01.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Bilingual rep
- Maintained and managed customer files and databases.
- Provided primary customer support to internal and external customers.
Account Manager Supervisor/
COMCAST
12.2020 - 10.2022
- Sphere headed in communication as liaison for agents and clients while supporting business culture
- Lead project management teams meetings created PowerPoint presentations for leadership
- Champion leadership managing and advocating multiple teams while adhering to policies and procedures
- Increased productivity driving results through coaching and training with consistent response time of 60% through technical and troubleshooting support.
PRIORITY SERVICE SUPERVISOR/
COMCAST
12.2009 - 12.2020
- Technical support for customers, trouble shooting to identify appropriate resolutions for managed broadband, Wi-Fi, router and security delivered over BCI and or Metro E
- Verified network outages and escalated to appropriate repair agents to ensure timely resolution with primary emphasis on quality first call resolution
- Accurately document problems including detection information, diagnostic results and repair information through trouble ticketing systems
- Used multiple software systems and applications for accuracy with client orders
- Resolved live customer service issues
- Resolve remotely customer technical issues
- Working with clients allows to remotely access their services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted with training and development of team members.
Bilingual Corporate Escalation Agent
COMCAST
09.2005 - 12.2009
- Expert bilingual representative interaction for escalated customer calls that overextended reach of team members experience or authority
- Consistent exercise of independent judgment and discretion in matters of significance
- Analyzed data to assist with coaching and agent development
- Expert problem-solving decreasing customer complaints by 40%.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Education
Cybersecurity - Computer And Information Systems Security
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ05.2026
Associates Degree -
Tesst College of Technology
Baltimore, MD06.2011
Skills
- Technical leadership
- Learning Management Systems
- Bilingual
- Diversity & Inclusion
- Detail oriented
- Effective Communicator
- CRM Program
- Oracle
- Performance evaluations
- Microsoft Office
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Specialist
Discover
01.2023 - Current
Account Manager Supervisor/
COMCAST
12.2020 - 10.2022
PRIORITY SERVICE SUPERVISOR/
COMCAST
12.2009 - 12.2020
Bilingual Corporate Escalation Agent
COMCAST
09.2005 - 12.2009
Cybersecurity - Computer And Information Systems Security
Maricopa Community Colleges - Rio Salado Community College
Associates Degree -
Tesst College of Technology