Julián Andrèe

I provided customer support for six different companies simultaneously, managing inbound/outbound calls, email requests, billing inquiries, and technical troubleshooting while adapting quickly to each client’s unique policies and workflows. The role required balancing high-volume interactions with accuracy, compliance, and strong communication tailored to different industries.

Performance was measured through KPIs such as Average Handle Time (AHT), First Call Resolution (FCR), Quality Assurance (QA) scores, and Customer Satisfaction (CSAT). I consistently exceeded expectations by maintaining QA scores above 90%, resolving customer concerns efficiently, and seamlessly switching between accounts. This adaptability and reliability made me a trusted representative for handling complex, multi-brand support.

I supported AccountNow, a prepaid debit card provider, by assisting customers with account inquiries, card activations, transaction disputes, fraud investigations, and balance management. The role required a deep understanding of financial compliance standards and the ability to explain complex account policies in simple, customer-friendly terms, while maintaining accuracy and professionalism.

Performance was tracked through First Call Resolution, compliance accuracy, fraud detection effectiveness, and Customer Satisfaction (CSAT). I consistently met and exceeded targets by resolving issues quickly, minimizing escalation rates, and providing clear financial guidance. My ability to handle sensitive situations with empathy and precision contributed to stronger customer trust and reduced account churn.

I started as a Customer Service Representative for Comcast, managing inquiries related to billing, technical troubleshooting, and service activations while consistently meeting KPIs for call quality, AHT, and CSAT. After seven months, I was promoted to Sales Floor Support, where I provided live assistance to agents, handled escalations, and coached peers on improving customer interactions and meeting sales and retention goals.

My strong performance led to leadership roles as a Temporary Supervisor and later a Temporary Customer Service Trainer. As a Supervisor, I oversaw daily operations for a small team, monitored individual KPIs, and provided feedback to improve efficiency and compliance. As a Trainer, I conducted onboarding and upskilling sessions focused on Comcast products, technical processes, and customer experience best practices. Across these roles, I contributed to higher team performance, stronger agent readiness, and improved customer satisfaction for Comcast.

At Airtech, I specialized in B2B sales for DirecTV Commercial, targeting businesses such as restaurants, bars, and offices to provide tailored entertainment solutions. My responsibilities included prospecting leads, conducting needs assessments, presenting customized packages, and managing the full sales cycle from initial outreach to closing. I consistently balanced high call volumes with personalized service to maximize conversion rates.

Performance was measured by sales quotas, conversion percentages, and client retention. I regularly exceeded monthly targets by identifying upsell opportunities, building strong client relationships, and effectively communicating DirecTV’s value proposition for commercial clients. My consultative sales approach not only increased revenue but also enhanced long-term customer satisfaction and account stability.

At Convergys, I provided Tier 1 and Tier 2 technical support for Lorex security camera systems, assisting customers with product setup, troubleshooting connectivity issues, configuring DVR/NVR systems, and guiding users through app integrations and remote monitoring. The role required both technical expertise and the ability to explain complex solutions in a clear, customer-friendly way.

Performance was measured by First Call Resolution, QA scores, AHT, and customer satisfaction (CSAT). I consistently exceeded expectations by quickly diagnosing issues, reducing repeat calls, and maintaining high-resolution rates. My ability to remain calm under pressure and translate technical problems into simple step-by-step solutions not only improved customer confidence but also helped decrease escalation rates for the Lorex account.

I taught English as a Second Language (ESL) to students ranging from beginners to intermediate learners, designing lesson plans that balanced grammar, vocabulary, listening, speaking, reading, and writing skills. My role required adapting teaching methods to different learning styles, managing group dynamics, and keeping students engaged through interactive activities and practical language applications.

Performance was measured by student progress, retention, and standardized assessments. I consistently achieved strong results by tailoring lessons to individual needs, providing clear feedback, and fostering a supportive classroom environment that encouraged active participation. Many of my students advanced levels successfully under my guidance, demonstrating measurable improvement in fluency and confidence.

I began as a Technical Support Specialist, providing front-line assistance for Best Buy Geek Squad customers. I handled troubleshooting for hardware, software, and connectivity issues, guiding users step by step to resolve problems with their devices. This role required both technical expertise and the ability to simplify complex solutions for customers with varying levels of technical knowledge.

Later, I transitioned to a Quality Assurance Analyst (Seasonal), where I monitored and evaluated support interactions to ensure compliance with Best Buy standards, accuracy in troubleshooting, and customer satisfaction. I provided detailed feedback to agents, identifying performance gaps and recommending improvements. My combined technical and QA experience helped strengthen overall service quality for the Geek Squad account while maintaining high customer satisfaction ratings.

At Xyzies, I specialized in outbound and inbound sales for AT&T and Spectrum, focusing on internet, TV, and mobile service packages. My responsibilities included prospecting new customers, conducting needs assessments, presenting tailored solutions, and handling objections to close sales. I consistently balanced high call volumes while maintaining a consultative sales approach that aligned offers with customer needs.

Performance was measured by sales quotas, conversion rates, and retention metrics. I exceeded targets by building rapport quickly, upselling complementary services, and reducing churn through effective follow-ups. My ability to combine persuasive communication with product expertise drove revenue growth and strengthened customer trust in AT&T and Spectrum services.

As a BDR at Lean Solutions Group, I managed outreach campaigns for multiple U.S.-based clients across logistics, staffing, and business services. My core responsibilities included prospecting leads, conducting cold calls and email outreach, qualifying opportunities, and setting up appointments for Account Executives. The role demanded adaptability to represent different client brands while maintaining consistent messaging and professionalism.

Performance was measured by qualified leads generated, outreach volume, conversion rates, and client satisfaction. I consistently exceeded targets by tailoring my approach to each industry, leveraging consultative discovery questions, and maintaining disciplined follow-up practices. This flexibility and results-driven performance contributed to stronger sales pipelines and long-term client partnerships.

At Bobtail, I worked as a BDR focused on factoring and financial services for trucking companies and owner-operators. My responsibilities included prospecting carriers, qualifying leads, explaining Bobtail’s factoring solutions, and scheduling meetings for Account Executives. I educated prospects on how factoring could improve their cash flow, reduce payment delays, and support business growth.

Performance was measured by lead generation volume, qualification accuracy, conversion to opportunities, and revenue contribution. I consistently met and exceeded outreach and pipeline targets by building trust with carriers, addressing objections effectively, and positioning Bobtail as a reliable financial partner in the logistics industry. My efforts helped expand market penetration and strengthen client acquisition.

At Executel, I focused on B2B sales and business development in the telecommunications sector, targeting small and medium-sized enterprises. My responsibilities included prospecting and qualifying businesses, conducting needs assessments, presenting tailored communication solutions, and managing the full sales cycle from initial outreach to contract closure. I also coordinated closely with internal teams to ensure smooth onboarding and long-term client satisfaction.

Performance was measured by sales quotas, pipeline growth, and client retention. I consistently exceeded expectations by building strong business relationships, uncovering opportunities for upselling, and positioning Executel’s solutions as strategic tools for improving business operations. My consultative sales approach directly contributed to revenue growth and expanded Executel’s B2B market presence.

I began as a Sales Consultant, where I focused on prospecting and guiding clients through the company’s services while consistently meeting sales quotas. After just a month, I was promoted to Client Services Supervisor, where I created the department on the Colombia site and managed a small team, monitored KPIs, and provided coaching to improve sales conversion, compliance, and client satisfaction. This early leadership opportunity allowed me to demonstrate strong management skills and drive measurable team performance.

Building on that success, I transitioned into the role of Corporate Trainer, where I was responsible for designing and delivering comprehensive training programs in sales, client management, and compliance. I developed onboarding curricula, facilitated workshops, and created learning resources that improved ramp-up speed and boosted employee performance across multiple departments. My contributions directly enhanced the company’s learning and development capabilities while supporting large-scale organizational goals.

Most recently, I served as a Sales Coach, leading structured coaching sessions with sales teams to refine their prospecting techniques, objection handling, and closing strategies. In this role, I partnered with leadership to align training and coaching with business objectives, while tracking performance improvements at both the individual and team level. My management and coaching positions at O’Connor showcased my ability to balance operational oversight with strategic development, strengthening both revenue results and employee growth.

At BeeEpic Outsourcing, I lead performance management for a team of Virtual Assistants and Executive Assistants, ensuring service delivery aligns with client expectations across diverse industries. My responsibilities include creating performance frameworks, coaching VAs to achieve 5-star execution in administrative, sales, and support functions, and designing training programs that improve reliability, communication, and problem-solving skills. I also oversee quality assurance, client onboarding, and continuous process improvement to strengthen long-term outsourcing partnerships.

Performance is measured through client satisfaction, task completion accuracy, efficiency, and VA retention. I have implemented structured coaching systems, feedback loops, and data-driven KPIs that have significantly improved consistency and client trust. By combining operations management with tailored performance coaching, I ensure BeeEpic’s outsourcing teams not only meet but exceed client expectations, driving both business growth and sustainable talent development.