Deanna Owens
San Angelo,TX
Summary
Results-driven professional with a strong background in customer service and email support. Recognized for building rapport through active listening and problem-solving skills, consistently achieving high customer satisfaction and retention rates.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
Teleperformance USA
San Angelo Tx
05.2024 - Current
- Resolved customer inquiries through various communication channels, enhancing satisfaction and retention.
- Collaborated with team members to improve service workflows, resulting in faster response times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Workforce Real Time Analyst
Sitel
San Angelo Tx
05.2018 - 12.2023
- Analyzed real-time workforce data to optimize staffing levels and enhance operational efficiency.
- Monitored call volume patterns to ensure adequate resource allocation during peak periods.
- Collaborated with team leaders to develop and implement scheduling strategies for improved service delivery.
- Identified trends in employee performance metrics, providing actionable insights for management decision-making.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Optimized schedules, forecasts, and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
Email Support Representative
SITEL Worldwide
San Angelo, TX
04.2011 - 04.2018
- Managed high-volume email correspondence, ensuring timely and effective customer support.
- Resolved customer inquiries and issues by utilizing CRM systems for accurate data tracking.
- Trained new team members on email support protocols and best practices for enhanced service delivery.
- Collaborated with cross-functional teams to streamline email workflows, improving response times.
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Provided exceptional service under tight deadlines during peak periods, maintaining composure while managing a high workload efficiently.
- Streamlined response times for efficient email support, improving overall customer experience.
- Built trusting relationships with clients through open and honest communication.
Quality Assurance Analyst
Sitel
San Angelo, TX
01.2002 - 04.2011
- Conducted comprehensive testing of software applications to ensure functionality and adherence to quality standards.
- Developed and executed detailed test plans and cases for new product features and updates.
- Collaborated with cross-functional teams to identify, document, and resolve defects in a timely manner.
- Analyzed test results to provide actionable feedback on software performance and user experience.
- Mentored and coached team members on QA topics and strategies.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
Customer Service Representative
Sitel
San Angelo Tx
05.1997 - 01.2002
- Analyzed customer feedback to identify trends and recommend improvements to enhance service quality.
- Managed escalated issues effectively, ensuring timely resolution and maintaining customer trust.
- Provided detailed product information to customers, facilitating informed purchasing decisions.
- Supported promotional campaigns by communicating offers clearly to customers, boosting engagement levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Brady High School
Brady, TX05-1990
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Conflict resolution
- Payment processing
- Scheduling
- Call management
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
Timeline
Customer Service Representative
Teleperformance USA
05.2024 - Current
Workforce Real Time Analyst
Sitel
05.2018 - 12.2023
Email Support Representative
SITEL Worldwide
04.2011 - 04.2018
Quality Assurance Analyst
Sitel
01.2002 - 04.2011
Customer Service Representative
Sitel
05.1997 - 01.2002
High School Diploma -
Brady High School