Julian Alejandro Tabares Robayo
@julianalejandrotabar
Customer experience specialist combining technical support and consultative sales to resolve issues fast.
ColombiaWhat I'm looking for
I’m a customer experience professional with 2+ years of call center and back-office experience across tech, fintech, and healthcare. I specialize in resolving high-volume escalations while staying rigorously aligned with data compliance requirements like HIPAA and KYC.
I’m comfortable operating under pressure across simultaneous chat, email, and phone channels—diagnosing device and service issues on the first call to protect first-contact resolution. I also bring consultative sales strength, using needs-based recommendations to consistently meet or exceed monthly targets.
In customer support and compliance-focused roles, I’ve maintained 100% procedural accuracy and kept records secure, with zero reported data incidents. I’ve reduced average handle time by streamlining troubleshooting approaches and proactively identifying recurring issue patterns.
I’m especially proud of my escalation and workflow impact—handling complex KYC and QA cases, reducing resolution backlog, and implementing changes that cut ticket duplication while improving throughput. I bring a calm, quality-first mindset that turns customer friction into clear next steps and measurable outcomes.
Experience
Work history, roles, and key accomplishments
Handled 60–80 inbound technical support cases per day and achieved above-average first-contact resolution by diagnosing device and service issues on the first call. Drove consultative upsell conversion, reduced average handle time by streamlining troubleshooting scripts, and maintained zero data incidents while meeting internal data privacy and security requirements.
Senior Customer Support Agent
Growe
Mar 2025 - Nov 2025 (8 months)
Managed simultaneous live chats, emails, and support tickets while sustaining SLA-compliant response times on 95%+ of interactions. Served as point of contact for complex KYC and QA cases, reduced resolution backlog via collaboration with KYC/QA teams, and improved throughput by implementing workflow changes that cut ticket duplication.
Back-Office Healthcare Representative
Everise
Sep 2024 - Mar 2025 (6 months)
Processed healthcare back-office operations (data validation, prescription coordination, and payment records) while maintaining 100% HIPAA compliance. Resolved complex member escalations with zero unresolved cases beyond the 48-hour SLA threshold and improved downstream accuracy by ensuring medical record correctness for hundreds of active members per month.
Customer Compliance Agent
Konecta
Mar 2024 - Sep 2024 (6 months)
Executed customer identity verification and fraud prevention procedures with 100% procedural accuracy to support a secure, compliant service environment. Built foundational expertise in data privacy and security compliance standards used across subsequent roles.
Education
Degrees, certifications, and relevant coursework
Colombo Americano
English B2 Certification, English Language
2021 - 2023
Completed English B2 certification studies from 2021 to 2023.
Liceo Superior de Bogotá
High School Diploma, High School
2014 - 2020
Completed high school education at Liceo Superior de Bogotá from 2014 to 2020.
The English Studio
Upper-Intermediate English Certificate, English Language
2023 -
Earned an English upper-intermediate certificate in 2023.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
Skills
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