Julian H. Email & Phone Number

Florida, United States

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. • Compiling analyzing and reporting on various operational data from various sources; productivity, efficiencies enhancements, claim defects reports and quality statistics.• Created and maintain databases, develop and perform queries independently.• Provided coaching advised and guidance on quality and process errors to team members for quality improvement.• Created presentation based on LOB needs. • Examined complex transactions and referrals to prevent and detect fraud activities, policy violations, and merchant disputes in low to high risk tasks and deliverables.• Exercised a good judgment with in defined parameters while developing and understanding of investigative techniques and all facets of portafolios serviced to quickly examine information and determine liability as well as impact in each case. • Provide financial or business evidence and detailed data detecting patterns, trents, anomalies, and schemes in both transaction and relationships across multiple businesses or products to experience managers as well as specialist working with in the team.

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.• Grew new leads, including marketing-qualified leads, by converting through calls or face to face.

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.• Met customer retention 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. • Met or exceed all deadlines for reporting. • Demonstrated skills at analyzing trends and assist in creating action plans that determine a solution. • Demonstrated teamwork by supporting and assisting other Team Leaders as necessary. Demonstrate the Company culture through both behavior and attitude. • Using developed communication skills participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc. • Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements.

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.• Efficiently multi-tasked and prioritized responsibilities.

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.• Determined customer responses using sales processes.• Responded to customer inquiries and requests.• Stayed informed on products, pricing, promotions, procedures and other important information through training and meetings.• Assessed customer needs, recommended solutions, overcame objections, provisioned products, and resolved general issues.• Sold new and retained existing services.