Cortney Owens
Mabank,TX
Summary
Proven to enhance customer satisfaction and team productivity at Maximus Call Center, I leverage strong analytical thinking and exceptional verbal communication to solve complex issues and improve service standards. Skilled in call center software and fostering empathetic client relationships, I consistently exceed service goals, contributing to a positive and efficient work environment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Event Houseperson
Gods Gift and Event Center
Athens, Tx
01.2025 - Current
- Maintained cleanliness and organization of event spaces to enhance guest experience.
- Assisted in setup and breakdown of events, ensuring timely execution of activities.
- Operated cleaning equipment and tools to uphold hygiene standards across facilities.
- Collaborated with team members to efficiently manage inventory of supplies and materials.
- Provide professional event decorating and floral design services, crafting custom arrangements and decor tailored to each client's vision and event style.
Domestic Engineer
Self Employed
Mabank, TX
08.2019 - 01.2025
- Performed light cleaning duties such as dusting, vacuuming, and wiping down bathrooms.
- Completed laundry services with special attention to care instructions for hand-washing and dry cleaning.
- Cared for houseplants by frequently watering during owners' absence.
- Inspected utilities and appliances to detect possible issues requiring repair.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Collected, forwarded or signed for mail, packages, or home services.
- Secured locks and entryways to prevent unauthorized access by persons not approved by owners.
- Monitored digital security cameras for personal residential properties.
- Fed and walked pets, cleaning up after pets indoors and outdoors.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Verified cleanliness and organization of storage areas and carts.
- Occupied personal residences to maintain security of property and oversee necessary business and repair transactions during temporary absence of owner.
- Answered telephone and doorbell, took messages, and relayed information to owner.
- Adhered to professional house cleaning checklist.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
Lumber Cashier
Groom and Sons
Mabank, TX
02.2017 - 08.2019
- Coordinated transport of large or heavy purchases with appropriate staff to provide customers with loading assistance.
- Collaborated with sales floor maintenance personnel to quickly address health and sanitation issues.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Helped customers complete purchases, locate items, and join reward programs.
- Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
- Assisted customers by answering questions and fulfilling requests.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Delivered consistently accurate orders, special requests and menu alterations.
- Managed merchandise returns and exchanges by closely checking items and receipts to assess eligibility and make accurate processing decisions.
- Processed credit card and debit payments systems, providing accurate charges and credits.
- Operated POS terminals and cash drawer balancing.
- Connected with customers to support positive transaction experiences and address service concerns.
- Worked with floor team and managers to meet wide range of customer needs.
- Handled cash with high accuracy and took care to check bills for fraud.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Learned duties for various positions and provided backup at key times.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Identified and resolved discrepancies and errors in customer accounts.
Call Center Representative
Maximus Call Center
Athens, TX
10.2016 - 02.2017
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Approved and terminated customer contracts upon request.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Responded to customer calls and emails to answer questions about products and services.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Implemented and developed customer service training processes.
- Increased efficiency and team productivity by promoting operational best practices.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Mabank High School
Mabank, TX05-2015
Skills
- Verbal Communication
- Flexible and Adaptable
- Google Drive
- Quality Assurance
- Attention to Detail
- Friendly, Positive Attitude
- Interpersonal Communication
- Team building
- Critical Thinking
- Analytical and Critical Thinking
- Calm Under Pressure
- Computer Skills
- Recordkeeping
- Excellent Communication
- Customer Service
- Call center experience
- Call center environments
- Call Center Customer Service
- Call Center Software
- High-volume call environments
- Memorization and recall
- Physically dexterous
- Prioritizing calls
- Inventory Management
- Cash handling expertise
- Organization and Planning
- Home delivery scheduling
- Cash counting
- Refunds and exchanges
- Drawer balancing
- Loyalty Program Promotion
- Merchandise Restocking
- Brand representation
- Quick Learner
- Dependability
- Upselling strategies
Timeline
Event Houseperson
Gods Gift and Event Center
01.2025 - Current
Domestic Engineer
Self Employed
08.2019 - 01.2025
Lumber Cashier
Groom and Sons
02.2017 - 08.2019
Call Center Representative
Maximus Call Center
10.2016 - 02.2017
High School Diploma -
Mabank High School