Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Hi, I’m
Julia Lange
Buffalo,NY
Summary
Overview
9
years of professional experience
7
years of post-secondary education
Work History
Internal Revenue Service
Customer Service Representative
07.2024 - Current
Job overview
- Deliver inbound customer service in a call center environment, resolving high-volume taxpayer inquiries with accuracy.
- Achieved 95%+ in call center quality and efficiency metrics while documenting all cases in computer systems.
- Applied problem analysis and troubleshooting to resolve disputes and execute account adjustments.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
WNY Independent Living
Operations Assistant
04.2023 - 03.2024
Job overview
- Responded to high-volume of customer calls and walk-ins with professionalism and empathy.
- Ensured accurate information gathering and timely documentation in Microsoft Word and database systems.
- Trained new staff on call handling and administrative workflows, strengthening team performance in a hybrid environment.
- Solved problems timely and effectively, ensuring customer satisfaction.
- Managed day-to-day department operations with effective workflow coordination.
WNY Independent Living
Program Coordinator
06.2021 - 04.2023
Job overview
- Delivered inbound customer service for job readiness programs, troubleshooting participant issues and ensuring satisfaction.
- Maintained records using computer tools and conducted outbound calls to drive engagement and retention.
- Represented client needs in funder reports, ensuring compliance and service continuity.
- Led training sessions for staff and volunteers, fostering a knowledgeable and cohesive team environment.
- Developed effective communication strategies for improved collaboration among team members, resulting in increased productivity.
WNY Independent Living
Program Assistant
11.2017 - 06.2021
Job overview
- Managed multi-county inbound calls, providing accurate information and seamless referrals across services.
- Documented client data with attention to detail while meeting benchmarks.
- Trained staff on customer service best practices and internet navigation tools.
- Managed both digital and physical filing systems and retrieved documents as required.
- Assisted with planning and coordinating day-to-day and special program activities.
WNY Independent Living
Disability Caseworker
04.2017 - 11.2017
Job overview
- Managed a caseload of 40+ clients with disabilities, providing customer service and accurate information on benefits.
- Navigated SSI, SSDI, Medicaid, and SNAP systems, troubleshooting application issues and ensuring compliance.
- Conducted information gathering and documentation to support timely renewals and customer satisfaction.
- Partnered with agencies to resolve problems and coordinate referrals across programs.
- Monitored case progress for timely completion and compliance with applicable regulations.
- Facilitated client support groups to provide resources and assistance.
WNY Law CenterBuffalo, NY
Paralegal
04.2016 - 03.2017
Job overview
- Liaised with other paralegals and legal staff to complete common tasks on schedule.
- Improved document organization by implementing a comprehensive file management system for easy access to essential case materials.
- Helped attorneys prepare for trial by organizing exhibits and calling on witnesses to testify at hearings.
- Edited and proofread legal documents to verify accuracy.
Education
SUNY Buffalo State
Bachelor of Science from Criminal Justice
08.2010 - 05.2014
University Overview
Buffalo State UniversityBuffalo, NY
Master of Public Administration
08.2022 - 05.2025
University Overview
Skills
- Experienced in professional phone interactions
- Customer satisfaction and communication
- Problem analysis and resolution
- Remote work proficiency
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Computer proficiency
- Call center metrics
Timeline
Customer Service Representative
Internal Revenue Service
07.2024 - Current
Operations Assistant
WNY Independent Living
04.2023 - 03.2024
Buffalo State University
Master of Public Administration
08.2022 - 05.2025
Program Coordinator
WNY Independent Living
06.2021 - 04.2023
Program Assistant
WNY Independent Living
11.2017 - 06.2021
Disability Caseworker
WNY Independent Living
04.2017 - 11.2017
Paralegal
WNY Law Center
04.2016 - 03.2017
SUNY Buffalo State
Bachelor of Science from Criminal Justice
08.2010 - 05.2014
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