Julia Smith

Handled high-volume calls from customers requesting to cancel services, focusing on identifying pain points and providing tailored solutions. Leveraged persuasive communication and future-pacing techniques to reinforce service benefits and build long-term customer loyalty.

Processed a high volume of legal documents per hour, including naming, reviewing automated text, and redacting field notes. Wrote technical documentation on processes and standards, and modified SOPs to leverage app feature releases.

Coached peers to achieve up to 30% increase in KPIs. Developed documentation for streamlined research on transit of lab samples and court documents, improving research accuracy and efficiency.

Completed and maintained electronic records and applications for health insurance coverage and medical underwriting.

Provided technical, customer service, and billing support for MyMedicare.gov via live chat, telephone, and asynchronous tickets.

Managed inventory and placed wholesale orders for dog accessories to stock retail displays and customers' special orders.

Rewrote project templates to improve clarity and versatility, enabling expansion into expert witness services and court-related work. Created and deployed automation to generate report drafts, increasing full-time analysts' production by >50%.

Led transition to digitized records and created new process flows to achieve 40% increase in the firm's tax collection case capacity. Prepared and reviewed routine documents for motions, orders, garnishments, judgments, and payment plans.

Grade: 3.75 /4.0

Graduated cum laude and with highest departmental honors. Completed additional coursework in financial accounting, managerial accounting, technical writing, and calculus.