Open To Work
Julian David Enamorado Mercado
Summary
Detail-oriented Support Specialist and Accounts Receivable Coordinator with extensive experience in technical troubleshooting, ticket management, live chat, and high-volume call center environments. Expertise in diagnosing software issues, guiding users through workflows, and documenting resolutions while handling sensitive patient information with care. Proven track record in accounts receivable and collections, managing invoices, following up on outstanding balances, and ensuring accurate financial records. Currently pursuing a Bachelor of Science in Systems Engineering to enhance IT and networking knowledge, complemented by strong bilingual communication skills in English and Spanish for effective collaboration and measurable results in dynamic settings.
Overview
5
5
years of professional experience
Work History
Product Support Specialist
Vimeography
08.2024 - Current
- Provided technical support to clients of a WordPress plugin, resolving product-related issues efficiently.
- Developed and maintained comprehensive documentation for product troubleshooting and user guidance.
- Analyzed support ticket trends to identify recurring issues, facilitating proactive solutions and improvements.
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Provided remote support to global clients, adapting communication styles to suit various cultural preferences.
Accounts Receivable Coordinator
Lean Solutions Group
01.2025 - 08.2025
- Managed invoicing processes to ensure timely billing and collections.
- Reconciled accounts receivable transactions for accuracy and compliance.
- Coordinated communication with clients regarding payment statuses and discrepancies.
- Analyzed customer payment trends to develop strategic collection strategies.
- Implemented automated reminders for overdue accounts, improving collection rates.
- Expedited payment collection with timely submission of invoices and proactive communication with clients.
Logistics Coordinator
Lean Solutions Group / Waterfront Logistics
05.2024 - 08.2025
- Monitored freight operations and maintained communication with drivers to ensure on-time deliveries.
- Enhanced team communication with weekly meetings to discuss logistics challenges and solutions.
- Ensured data accuracy and organization through digital tools and reporting systems.
- Coordinated supply chain activities to optimize inventory management and ensure timely deliveries.
- Tracked orders and notified customers of status or potential delays.
Customer Support Representative
OP360
09.2023 - 05.2024
- Resolved product, account, and order-related issues with speed and empathy.
- Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Managed order processing and returns, streamlining workflow and reducing errors.
- Resolved customer inquiries through chat channel, ensuring efficient service delivery.
- Collaborated with team members to enhance product knowledge and support effectiveness.
- Assisted in troubleshooting technical issues, improving customer satisfaction ratings.
Team Leader
Atlantic Quantum Innovations
01.2021 - 09.2022
- Led team in daily operational activities, ensuring timely project completion and adherence to quality standards.
- Mentored junior staff, fostering professional development and enhancing team performance through targeted training initiatives.
- Conducted performance evaluations, providing constructive feedback to enhance individual and team productivity levels.
- Analyzed operational data to identify trends, informing strategic decisions that drove continuous improvement initiatives.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Customer Service Advisor
Atlantic Quantum Innovations
09.2020 - 09.2021
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed patient documentation in compliance with HIPAA regulations, verified active insurance status, managed sensitive documentation and utilized eClinicalWorks (ECW) and Availity to ensure accurate records and efficient workflow.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Helped 30 customers per day in high-volume of calls setting and consistently exceeded quality targets.
- Later moved to the outbound calls team, making around 100 calls a day to schedule follow-up appointments for patients. Consistently met the goal of 15 bookings per day, once reaching 35, which earned me a promotion to Team Leader.
Sales Agent
Millenium Business Group
06.2020 - 07.2021
- Developed strong client relationships, enhancing customer satisfaction and retention.
- Conducted market research to identify emerging trends and customer needs.
- Collaborated with team members to create effective sales strategies and campaigns.
- Offered competitive commercial energy and electricity rates to businesses across the U.S.
- Attended monthly sales meetings and quarterly sales trainings.
Education
Vocational Training Certificate in Administrative - Administrative Assistance
Incatec
Barranquilla, Colombia10-2020
Bachelor of Science - Computer Systems Engineering
Universidad Simon Bolivar
Barranquilla, Colombia12-2027
Skills
- Online chat support
- Telephone support
- Reliability
- Active listening
- Friendly and patient
- Software troubleshooting
- Schedule coordination
- Ticketing systems
- Customer service
- Teamwork and collaboration
- Attention to detail
- Microsoft windows and office
Languages
Spanish
Native or Bilingual
English
Full Professional
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkLocation Preference
RemoteHybridSalary Range
$6/hr - $16/hrTimeline
Accounts Receivable Coordinator
Lean Solutions Group
01.2025 - 08.2025
Product Support Specialist
Vimeography
08.2024 - Current
Logistics Coordinator
Lean Solutions Group / Waterfront Logistics
05.2024 - 08.2025
Customer Support Representative
OP360
09.2023 - 05.2024
Team Leader
Atlantic Quantum Innovations
01.2021 - 09.2022
Customer Service Advisor
Atlantic Quantum Innovations
09.2020 - 09.2021
Sales Agent
Millenium Business Group
06.2020 - 07.2021
Vocational Training Certificate in Administrative - Administrative Assistance
Incatec
Bachelor of Science - Computer Systems Engineering
Universidad Simon Bolivar