Summary
Overview
Work History
Education
Skills
Work Preference
Work Availability
Accomplishments
Timeline
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Julia Dwojeski

Palm Beach Gardens,FL

Summary

Dedicated and results-oriented Customer Service Specialist with over 10 years of experience delivering exceptional support in fast-paced environments. Skilled at resolving customer inquiries, troubleshooting technical issues, and fostering strong client relationships to ensure satisfaction and retention. Known for excellent communication skills, a positive attitude, and a strong ability to de-escalate situations. Adept at working both independently and collaboratively to meet organizational goals and deliver top-tier service.

Overview

22
22
years of professional experience

Work History

Independent Contractor Customer Service Specialist

Self Employed
01.2017 - Current
  • Subject matter expert for Turbotax, Quickbooks Online and IDX.
  • Provided outstanding service to an average of 35 customers per day via phone, email, and live chat, ensuring all inquiries are addressed in a timely and professional manner.
  • Resolved customer complaints and issues with a focus on first-call resolution, reducing average time to resolution 19% while consistently meeting department KPIs.
  • Collaborated with cross-functional teams (sales, technical support, logistics) to deliver seamless customer experiences.
  • Maintained up-to-date product knowledge and educate customers on new features and promotions.
  • Achieved a customer satisfaction rating of 94% based on post-interaction surveys.

Senior Financial Services Representative, Associate Trainer

First Data Corporation
12.2005 - 03.2014
  • Subject matter expert and associate trainer for back-end processing of internet banking suite of products, streamlined standard operating procedures, mentored small to medium sized groups (up to 50 people) of new hires and cross trained agents.
  • Cleared call queues efficiently with an average of 99% accuracy and efficiency, assisting both end users with the online banking system, and financial institution employees with creating and uploading NACHA files, batch creation and distribution, fraud analysis and other online banking functions.
  • Analyzed member's current and future financial needs, producing beneficial product recommendations.
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance while exceeding KPIs.

Registration Intake and Duplicate Resolution

Federal Emergency Management Agency
01.2003 - 01.2005
  • Assisted disaster survivors in completing FEMA registration forms accurately by verifying personal and financial information, ensuring compliance with FEMA guidelines.
  • Fielded inbound calls from survivors, answering questions regarding eligibility, assistance programs, and next steps in the recovery process.
  • Ensured confidentiality and data protection in handling sensitive personal information as per FEMA regulations.
  • Helped process 26 registrations per day, contributing to overall efficiency of recovery efforts during disasters.
  • Researched within application system and identified duplicate applications for federal aid.
  • Achieved 100% accuracy rate in entering disaster relief information into FEMA’s registration system, minimizing errors in client records.
  • Received Founding Member of Homeland Security certificate from Secretary Tom Ridge

Education

Environmental Economics and Policy -

Wellesley College
Wellesley

Skills

  • Efficiency
  • Humanity
  • Resourceful
  • Leadership
  • Problem Solving
  • Teamwork
  • Organization
  • Education

Work Preference

Work Type

Full TimePart TimeContract WorkGig Work

Work Location

Remote

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Timeline

Independent Contractor Customer Service Specialist

Self Employed
01.2017 - Current

Senior Financial Services Representative, Associate Trainer

First Data Corporation
12.2005 - 03.2014

Registration Intake and Duplicate Resolution

Federal Emergency Management Agency
01.2003 - 01.2005

Environmental Economics and Policy -

Wellesley College

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Julia Dwojeski