Julia McNamara
Bronston,KY
Summary
Personable and dedicated Customer Service Representative with extensive experience in enrollment seeks position as Financial Aid Coach. Solid team player with upbeat, positive attitude and proven skills in establishing rapport. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Encoura
Austin, TX
02.2026 - Current
- Addressed customer inquiries by employing effective communication and problem-solving techniques.
- Facilitated user navigation of Blackboard systems to enhance overall experience.
- Facilitated training sessions for team members on new software features and updates.
- Oversaw resolution of escalated issues, ensuring prompt and effective solutions.
- In previous positions, I was an evening Supervisor/Closer for a large grocery store for 3 years.
Customer Service Representative
Blackboard Student Services
Somerset, KY
04.2011 - 02.2026
- Supported customer enrollment and financial aid processes to enhance user experience and satisfaction.
- Reviewed customer account details to evaluate ongoing issues and recommend appropriate corrective actions.
- Facilitated customer interactions to determine service needs and efficiently recorded information in electronic databases.
- Delivered outstanding customer service and support to enhance client satisfaction and encourage repeat business.
- Communicated unresolved customer concerns to supervisors to ensure timely and effective solutions.
- Engaged with upset customers in a calm and friendly manner, successfully diffusing tension and promoting positive interactions.
- Maintained detailed records of customer communications to monitor requests and provide timely solutions.
- Executed recruitment strategies to source, assess, and coordinate interviews for applicants across multiple sectors.
- Interacted with 50 plus clients per day, giving advise and directions as requested.
Education
High School Diploma -
Pulaski County High School
Somerset, KY04-1986
Skills
- Steady excellence in performance
- Extensive background in K-12 education
- Strong grasp of customer service quality levels
- Client interaction proficiency
- Excellent communication skills
- Critical thinking abilities
- Versatile team participant
- Attentive listening
- Relationship building
- Polite interaction
Accomplishments
I have more than 30 years in different customer service areas. I have been in this position and others for the past 15 years and the Anniversary is near. The company has changed hands 4 times in the space of this time. I have maintained my position with this company as a customer service rep, providing assistance with enrollment in our K12 line of business for the longest length of time. I have also been worked in different areas, such as recruiting, financial aid, and enrollment consultant for college age clients.
I also served as an interim supervisor for K12 in the Chat Department, as well as a interim Level 2 to assist the supervisors in their roles.
Timeline
Customer Service Representative
Encoura
02.2026 - Current
Customer Service Representative
Blackboard Student Services
04.2011 - 02.2026
High School Diploma -
Pulaski County High School
Education and Training
It is my goal in customer service to provide the most essential information for clients to be able to complete their tasks and answer their questions to assist in their future endeavors, so they can become successful.