Julian H. Email & Phone Number

Pompano Beach

• Reviewed, verified and/or identified customer transactions to detect/prevent financial crimes activities, policy violations, and suspicious situations to mitigate and/or recover losses.
• Monitored moderate to complex account activity which required research that may involve multiple transaction channels.
• Performed general account handling functions such as close account determination, holds, restraints, etc.
• Documented research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO) and Suspected Financial Abuse.
• Contacted customers and/or vendors to validate transactions.
• Maintained files, records, databases and prepared standard/routine management reports.

Pompano Beach Florida

• Promoted excellent customer service to fulfill orders and maintain customer relationships.
• Managed all South American and US-based customers.
• Traveled to South America and domestically to meet customers and set new goals for the year as well as look for new opportunities and Build client relationships.
• High level of understanding current market prices, price shifts and customer wholesale pricing.
• Analyzed price lists and used excel to send new price lists and modify existing price lists to send to new and exciting customers.
• Sent pallets and small parcels to customers domestically and internationally.

Sunrise

• Promoted sales to direct consumers by initiating calls, acting on leads and/or prospects to identify.
• Established and maintained quality customer relationships by delivering exceptional customer service.
• Built and maintained effective relationships with new and existing consumers.
• Created consumer opportunities to promote and sell NCL products based on client travel history.
• Learned in-depth industry and NCL company knowledge to articulate cruise product features.
• Built rapport, identified and met customer needs and expectations, and followed up with consumers as necessary to close sales and meet/exceed revenue goals.

Tamarc Florida

• Coached team members on their performance on a regular basis, and wrote and delivered bi-annual performance appraisal and coached ensures Agent metrics are achieved, i.e., PTV, Schedule Adherence, Attendance.
• Communicated positive and negative feedback, adapting coaching styles depending on the situation and audience.
• Provided feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
• Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, WFM, Quality, etc.)
• Able to take end-to-end ownership of employee issues that require liaison with others.
• Use and promote Company recognition programs and understands the direct correlation between recognition and retention.

Tamarc Florida

• Instructed new hires, completed daily training administrative work.
• Facilitated students' transition from training to work environment.

Tamarac, Florida

• Assisted call center agents with inquiries and concerns.
• Handled tasks such as price adjustments, supervisor calls and policy enforcement.
• Contributed ideas for better customer service and productivity.
• Participated in customer satisfaction initiatives.
• Determined customer responses using scripts and sales processes.
• Ensured timely and quality resolution of customer requests through effective communication with stakeholders.

Tamarac Florida

• Minimized call abandonment rate through effective service level management.
• Generated and managed reports.
• Used IEX for schedule adherence and reporting to management.
• Analyzed daily, weekly, and monthly reports and staffing.
• Attended management meetings and conference calls.
• Organized training and managed time off.

Tamarac, Florida

• Built rapport with customers through courteous, friendly and professional greetings.
• Clarified customer needs and confirmed understanding.
• Resolved issues in one call.
• Maintained accurate customer records.
• Communicated effectively with program stakeholders for quick resolution of customer requests.
• Transferred misdirected requests to relevant parties.