Julian Emilio Vera Arevalo

Manage high-volume inbound support for Authorize.net merchants and partners, resolving billing, transaction, and account inquiries. Achieved NPS and CSAT scores of ~9/10 through active listening and first-contact resolution.

Led end-to-end qualitative research, including participant recruitment, interview design, and synthesis into user personas. Built user journey maps and conducted mixed-methods analysis with Hotjar and Redash to inform design recommendations.

Handled customer inquiries across the appliance lifecycle, from purchase to post-sale support. Provided accurate product information to enhance customer decision-making and loyalty.

Assessed client socioeconomic profiles to deliver tailored repayment solutions and maintain accurate CRM records. Enhanced client satisfaction through empathetic communication strategies.

Provided guidance on health coverage options and medical procedures, presenting tailored insurance solutions for optimal client outcomes.

Activities and societies: Field research in Agua de Dios, Colombia (2023–2024): historical memory of Hansen's disease patients and their relationship with cultural heritage.

Pursued a Bachelor of Arts in Anthropology with an emphasis on sociocultural studies, including political, historical, medical, and scientific anthropology. Conducted field research in Agua de Dios, Colombia, on the historical memory of Hansen's disease patients and their relationship with cultural heritage.

Completed English as a Second Language studies at Centro Colombo Americano in Bogotá from 2009 to 2018.