Anna Owsley
Henderson,NV
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Easily able to adapt to any challenges and working in 24/7 uptime environment.
Overview
14
14
years of professional experience
Work History
Technical Product Specialist
Calendly
03.2023 - Current
- Utilized specialized software to capture and process data.
- Enhanced product usability by conducting thorough testing and providing detailed feedback to development teams.
- Maximized advertising efforts by developing content for media relations, corporate communications, and social media posts.
- Organized regular training sessions for customers to maximize their understanding and usage of our products.
- Advised clients on best practices and effective implementation strategies, ensuring seamless integration of our products into their existing systems.
- Implemented technical solutions for improved customer satisfaction, addressing various client needs.
Policy Support Specialist Lead
Applovin
06.2016 - 12.2022
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Assisted our Legal and Executive teams with all support needs.
- Maintained detailed and precised records with accuracy and efficiency.
- Maintained record of daily individual payments, refunds and potential fraudulent activity.
- Handled any third party refunds and refund requests.
- Collected, aggregated, verified and monitored trend data.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Worked alongside attorneys and administrative assistants on complex cases and legal processes.
- Managed accounts and client records of clients, observing confidentiality and extreme discretion.
- Developed and implemented training initiatives for new hires.
- Tracked KPIs and created continuous improvement plans.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Credit Specialist
Sprint
01.2015 - 06.2016
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Verified application and account details to accurately asses credit and financial risks of potential clients.
- Monitored appropriateness of credit limits on customers, making changes to realign operations with policies and targets.
- Interviewed credit applicants by telephone or in person to obtain personal and financial data needed to complete credit report.
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Reviewed and verified income, credit reports and employment histories for each borrower.
Retention Customer Service Representative
T-Mobile
01.2012 - 01.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Provided information regarding charge accounts and loyalty programs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Business Wireless Technical Support
Sprint
01.2010 - 01.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Monitored network hardware operations to evaluate proper configuration.
- Diagnosed and executed resolution for network and server issues.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Education
BBA - Business Management
Nevada State University
Henderson, NV05.2025
Associates of Business - Business Administration
College of Southern Nevada
Las Vegas, NV05.2023
High School Diploma -
Borah High School
Boise, ID06.2005
Skills
- Activity Planning
- Communications management
- Cross-Functional Teamwork
- Customer Service
- Project Management
- Troubleshooting and Diagnostics
- Technical Background
- Organizational Skills
Timeline
Technical Product Specialist
Calendly
03.2023 - Current
Policy Support Specialist Lead
Applovin
06.2016 - 12.2022
Credit Specialist
Sprint
01.2015 - 06.2016
Retention Customer Service Representative
T-Mobile
01.2012 - 01.2015
Business Wireless Technical Support
Sprint
01.2010 - 01.2012
BBA - Business Management
Nevada State University
Associates of Business - Business Administration
College of Southern Nevada
High School Diploma -
Borah High School
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