Julian Mauricio Mantilla Serrano

Julian Mauricio Mantilla Serrano has a diverse work experience spanning over a decade. Julian Mauricio began their career in 2006 at Transcom Colombia, where they held various roles such as Bilingual Advisor, Quality Analyst, Bilingual Supervisor, and Account Manager. In 2011, they joined Sutherland Global Services as a Quality Analyst, responsible for call monitoring and ensuring call quality met client standards.

In 2012, Julian joined Millicom International Cellular (Tigo) as a Reports Analyst, focusing on extracting and analyzing Contact Center Key Performance Indicators (KPIs) and generating alerts for improvements. Julian Mauricio utilized software such as Oracle, MySQL, Microsoft Access, and Excel.

Julian Mauricio'smost recent position, starting in 2016, is with Vista Higher Learning as a Technical Support Supervisor and later promoted to Technical Support Manager. In this role, Julian has been responsible for coordinating issue resolution with multiple support tiers and customers through various communication channels. Julian Mauricio has also collaborated with outsourced contact center vendors and different departments within the company to manage tactical operations and forecast support team staffing projections.

Throughout their career, Julian has gained experience in various software applications such as Verint, NICE, IRoz, and Microsoft Office.

Julian Mauricio Mantilla Serrano's education history includes obtaining a degree in Electronic Engineering from Universidad del Norte, where they studied from 2000 to 2005. Julian Mauricio pursued further specialization in Network Engineering and obtained a degree as "Especialista en Redes de Computadores" from the same university, completing their studies in 2007.

In addition to their formal education, Julian has also earned several certifications. In September 2022, they completed a course on effective time management from Platzi. In 2017, they obtained certifications from Coursera in various subjects, including Basic Data Descriptors, Statistical Distributions, and Application to Business Decisions, Human Talent Management, Personal Finance, Introduction to Data Analysis Using Excel, Fundamentals of Excel for Business, and Database Management Essentials.