Hi, I’m
Julie A Herrera
Fresno,CA
Summary
Customer Service Representative with extensive experience at Internal Revenue Service, specializing in financial data analysis and complaint resolution. Demonstrated ability to enhance efficiency in identity theft case resolutions while ensuring compliance with evolving tax laws. Skilled in document management and committed to fostering client satisfaction through effective communication.
Overview
17
years of professional experience
Work History
Internal Revenue Service
Customer Service Representative
10.2020 - 06.2025
Job overview
- Executed comprehensive reviews of tax returns to verify accuracy of income and liabilities, closing up to 25 cases a day.
- Documented detailed research methods and findings for tax assessments and related casework.
- Maintained current knowledge of evolving tax laws to ensure compliance in assessments.
- Analyzed financial data to identify inconsistencies and discrepancies effectively.
- Conducted meticulous document reviews to uphold accuracy and regulatory standards.
- Implemented streamlined processes, enhancing efficiency in resolution of identity theft cases.
- Answered customer inquiries and provided accurate information regarding products and services.
Compex Legal Services
Customer Service
06.2016 - 10.2020
Job overview
- Organized and maintained client records and legal documents in paper and electronic systems.
- Conducted research to support case preparation and address client needs.
- Drafted correspondence, legal documents, and various case-related materials.
- Provided prompt assistance by answering incoming phone calls for clients and legal professionals, up to 20 incoming calls and 40 - 100 incoming emails., daily.
- Updated and maintained contact lists for attorneys, clients, and service providers.
- Assisted clients with financial matters by verifying and tracking outstanding balances.
McCormick Barstow LLP
Records Management Specialist
11.2015 - 02.2016
Job overview
- Maintained and organized records in physical and electronic filing systems for efficient retrieval, approximately 200-500 files daily.
- Reviewed and archived outdated materials, ensuring compliance with company policies and legal requirements.
- Handled sensitive information with confidentiality and accuracy to support compliance audits.
- Forwarded documents requiring legal review to Legal Secretaries of assigned Attorney, to obtain instructions for subsequent document resolution.
- Scanned paper documents into computer and assigned identification numbers to simplify tracking process.
- Assessed impact of emerging technology and system upgrades on workflow.
Quest Discovery Services
Client Services Representative
06.2008 - 06.2014
Job overview
- Delivered high-quality customer service by addressing inquiries and resolving issues promptly.
- Supervised copy room operations, ensuring efficient document preparation and quality control.
- Managed sensitive medical records in X-ray department, maintaining compliance with privacy regulations.
- Executed legal document delivery as a registered process server, adhering to Fresno County regulations, approximately 5-30 subpoena delivered daily when assigned.
- Performed professional photocopying duties, securely handling confidential legal and medical documents, approximately 5 -5,500 pages daily.
- Represented company in the field, building client relationships and ensuring timely service completion.
- Trained and mentored new staff across departments, fostering a collaborative team environment.
Education
Fresno City CollegeFresno, Ca
General Education from Psychology Prerequisites
06.2002
University Overview
- Completed first and second-year coursework with a focus on Psychology; prepared for transfer to a state college.
- Completed foundational courses in psychology, statistics, research methods, and general education.
- Developed strong academic foundation for upper-division study in Psychology.
- Completed 56 units. No degree obtained.
Central High East CampusFresno, Ca
High School Diploma
06.2000
Skills
- Complaint resolution
- Financial data analysis
- Document management
- Clear verbal and written communication
- Microsoft Office suite
- Analytical research skills
- Multitasking and organization
- Account updating
- Appointment coordination
- Skilled in calendar organization
- Opening and closing accounts
- Support case resolution
- Microsoft outlook
- Account management
- Critical thinking
Managers Award
In June 2025, I was honored with the Manager’s Award for outstanding contributions while serving in a non-management role. I earned this recognition by designing detailed customer service job aides that transformed complex IRS procedures into clear, step-by-step guides. Each resource included visual instructions and precise references to the Internal Revenue Manual, ensuring compliance with evolving tax laws. These tools significantly improved workflow efficiency, supported accuracy, and enhanced the effectiveness of government operations.
Timeline
Customer Service Representative
Internal Revenue Service
10.2020 - 06.2025
Customer Service
Compex Legal Services
06.2016 - 10.2020
Records Management Specialist
McCormick Barstow LLP
11.2015 - 02.2016
Client Services Representative
Quest Discovery Services
06.2008 - 06.2014
Fresno City College
General Education from Psychology Prerequisites
Central High East Campus
High School Diploma
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