Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst
Julio Ford

Julio Ford

Baltimore,MD

Summary

Experienced Customer Service Representative, fluent in English and Spanish language. Professional 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

20
20
years of professional experience

Work History

Bilingual Customer Service Representative

Discover Financial
01.2023 - Current
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Provided language translation services for customer service inquiries.
  • Met customer service objectives by providing superior customer service to Spanish-speaking customers.

Account manager supervisor

Comcast
Baltimore, MD
12.2020 - 10.2022
  • Sphere headed in communication as a liaison for agents and clients while supporting the 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
12.2011 - 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 me to remotely access their services.

Bilingual Corporate Escalation Agent

Comcast
09.2005 - 12.2011
  • Expert bilingual representative interaction for escalated customer calls that overextended the 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%.

Education

Associate of Applied Science - Information Technology

Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ
08.2025

No Degree - Computer Networking And Telecommunications

Tesst College of Technology
Towson, MD
05.2011

Skills

  • Technical leadership
  • Troubleshooting
  • Team Coaching
  • Production Goal Setting
  • Performance Evaluations
  • Information Security
  • Complaint Investigation
  • Spanish Fluency

Timeline

Bilingual Customer Service Representative

Discover Financial
01.2023 - Current

Account manager supervisor

Comcast
12.2020 - 10.2022

PRIORITY SERVICE SUPERVISOR

Comcast
12.2011 - 12.2020

Bilingual Corporate Escalation Agent

Comcast
09.2005 - 12.2011

Associate of Applied Science - Information Technology

Maricopa Community Colleges - Rio Salado Community College

No Degree - Computer Networking And Telecommunications

Tesst College of Technology

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Julio Ford