Julia C. Haran
Atco,NJ
Summary
Detail-oriented team player with exceptional skills in oral and written communication, active listening, and analytical problem-solving. Excels at enhancing customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Client Success Manager
Fidelity Information Services
07.2023 - Current
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Conducted review of several large financial institution accounts, identifying opportunities for upselling and expansion of services.
- Streamlined communication between clients and internal teams for smoother project execution.
- Hosted weekly status calls and ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Resolved escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process.
- Monitored and ensured reporting and achievement of SLAs.
- Served as the primary point of contact between clients and company personnel, facilitating effective communication channels.
Quality Control Specialist
Certified Credit
11.2021 - 11.2022
- Maintained inspection summary logs and monthly reports with quality-related data and quality scores.
- Inspected finished products to verify conformance with customer specifications and company quality standards.
- Collaborated with cross-functional teams to ensure consistent adherence to quality standards across all products.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Trained 26 full time employees on specific QA standards in accordance to CFPB , FCRA and company policy.
- Collaborated cross-functionally to coordinate effective solutions to systemic problems, resulting in direct reductions in error and rework rates.
- Implemented process improvements to increase credit reporting accuracy and reliability.
Customer Support Specialist
Equifax Mortgage Solutions
05.2003 - 05.2020
- Handled 80+ customer calls per day while meeting diverse customer needs prioritizing tasks to keep up with challenging deadlines.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Demonstrated high success rate of first contact resolution via phone, email and chat.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained call center team lead responsibilities including daily number reports, phone skill monitoring and agent shifting to accommodate call volumes.
- Developed and Implemented Customer Service Training Manual and Policies and Procedure reference guide.
- Trained, coached and mentored global customer service teams.
- Lead several acquisition training projects. Oversaw customer support and product handling during customer conversion.
Education
Bachelor of Arts - Elementary Education
King’s College
Wilkes-Barre, PA05.2003
Skills
- Customer service and support
- Verbal and Written Communication
- Interpersonal Skills
- Organization and Time Management
- Conflict Resolution
- Attention to Detail
- Teamwork and Collaboration
- Training and Quality Control
- Microsoft Windows and Office, Teams, Workday, Google Workspace
Certification
- FCRA certified 2004-2022
Timeline
Client Success Manager
Fidelity Information Services
07.2023 - Current
Quality Control Specialist
Certified Credit
11.2021 - 11.2022
Customer Support Specialist
Equifax Mortgage Solutions
05.2003 - 05.2020
Bachelor of Arts - Elementary Education
King’s College