Julia Dwojeski
Palm Beach Gardens,FL
Summary
Dynamic customer service specialist with a proven track record at First Data Corporation, achieving a 96% customer satisfaction rating. Expert in TurboTax and QuickBooks, skilled in problem-solving and effective communication. Recognized for enhancing processes and training teams, consistently exceeding KPIs while delivering exceptional support and fostering customer loyalty.
Overview
20
20
years of professional experience
Work History
Independent Contractor Customer Service Specialist
Self Employed
01.2017 - Current
- Served as subject matter expert on 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.
- Addressed customer complaints and issues, achieving first-call resolution.
- Collaborated with cross-functional teams (sales, technical support, logistics) to deliver seamless customer experiences.
- Ensured customers were aware of new features through comprehensive product knowledge.
- Achieved a customer satisfaction rating of 94% based on post-interaction surveys.
- Provided technical assistance to clients in using products or services.
- Resolved customer inquiries promptly via phone or email communication channels.
- Identified opportunities for process improvement within the organization.
Senior Financial Services Representative, Associate Trainer
First Data Corporation
12.2005 - 03.2014
- Served as subject matter expert and associate trainer for back-end processing of internet banking products.
- 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 anticipated financial needs, producing beneficial product recommendations.
- Maintained client relationships and offered detailed guidance, surpassing KPIs.
- Collaborated with other departments to ensure smooth operations within the organization.
- Collaborated with other departments within the organization to ensure seamless service delivery across all areas of operations.
- Addressed customer issues promptly, ensuring strong customer relationships.
Education
High School Diploma -
Strath Haven High School
Wallingford, PASkills
- Skilled in Microsoft Office Suite (Word, Excel, PowerPoint, OneNote, Outlook, Publisher), SQL, Zoom, Teams, Google Workspace, QuickBooks, TurboTax, Slack
- Resourceful
- Organized
- Problem Solving
- Teamwork
- Complaint resolution
- Customer retention strategies
- Data entry
- Training and mentoring
- Attention to detail
- Effective communication
- Time management
- Adaptability
- Deadline adherence
- Technical support
Timeline
Independent Contractor Customer Service Specialist
Self Employed
01.2017 - Current
Senior Financial Services Representative, Associate Trainer
First Data Corporation
12.2005 - 03.2014
High School Diploma -
Strath Haven High School