Essence Owo
Chicago,IL
Summary
Experienced business leader with demonstrated strategic planning, problem-solving and team-building abilities. Successful at bringing in and training staff to handle customer and business needs. Motivational, diplomatic and respectful of people from different backgrounds.
Overview
22
22
years of professional experience
Work History
Digital Account Manager
Discover Financial Services, DFS
Chicago, IL
10.2023 - Current
- Assist customers with gaining access to their online credit card accounts via their online account center.
- Answers questions about Interest charges and late fees associated with their accounts
- Assist customers with billing questions and payments and transactions made on their accounts
- Give proper guidance on how to dispute transactions and how to replace credit cards
- Explain promotional offers or cash advance policies
- Give quality customer service
Owner
Zen Asf
Chicago, IL
06.2021 - Current
- I sell Healing Crystals, stones, oils, sages. I also host pop up events and speed dating events once a month
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Devised business and marketing plans and prepared monthly financial reports.
- Set pricing structures according to market analytics and emerging trends.
- Conducted market research activities and competitive analysis to facilitate implementation of aggressive company marketing strategy.
- Employed and managed vendors by negotiating deliverables, cost and expected quality.
- Led startup and creation of operational procedures and workflow planning.
Covid-19 Manager
Entertainment partners
Burbank, CA
08.2022 - 06.2023
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Addressed customer concerns with suitable solutions.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Tracked and replenished inventory to maintain par levels.
- Built strong operational teams to meet process and production demands.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
Collections Representative
ARA
Lombard, IL
09.2013 - 11.2019
- Advised debtors on payment options and set up payment plans.
- Reasoned with customers and attempted to negotiate full balance payments.
- Handled irate customers smoothly to achieve performance targets.
- Handled contracts and payments on accounts.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Entered customers' financial status information into system.
- Managed approximately 300 inbound and outbound calls daily.
- Utilized skip tracing resources to complete background checks and loan documents.
- Handled, researched and settled 100 disputes weekly.
- Consistently met or exceeded monthly goals of $10,500 through diligent hard work and dedication
- Upheld privacy and security requirements for customer information.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
- Received payment and posted to appropriate customer accounts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Recorded and updated customer personal accounts with accurate contact information.
Cashier Team Lead
Taxi affiliation services
Chicago, IL
05.2007 - 07.2013
- Assisted with training new cashiers and customer service team members to increase speed of onboarding.
- Processed payments promptly for customers to exceed productivity standards.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.
- Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers.
Collections Representative
Van Ru Credit Corporation
DesPlaines , IL
11.2002 - 06.2006
- Advised debtors on payment options and set up payment plans.
- Reasoned with customers and attempted to negotiate full balance payments.
- Handled irate customers smoothly to achieve performance targets.
- Handled contracts and payments on accounts.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Entered customers' financial status information into system.
- Managed approximately 200 inbound and outbound calls daily.
- Utilized skip tracing resources to complete background checks and loan documents.
- Upheld privacy and security requirements for customer information.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Education
High School Diploma -
Lake Park High School
Roselle, IL06.1998
Some College (No Degree) - Business
Triton College
River Grove, ILSkills
- Problem solver
- Quick thinker
- Patient
- Team player
- Firm yet empathetic
- People person
- Self motivated
- Quick learner
- Staff training and development
- Profit and loss analysis
- Program creation and implementation
- Contract negotiation expertise
- Strategic planning
- Sales leadership
- Product branding
- Customer relations
Timeline
Digital Account Manager
Discover Financial Services, DFS
10.2023 - Current
Covid-19 Manager
Entertainment partners
08.2022 - 06.2023
Owner
Zen Asf
06.2021 - Current
Collections Representative
ARA
09.2013 - 11.2019
Cashier Team Lead
Taxi affiliation services
05.2007 - 07.2013
Collections Representative
Van Ru Credit Corporation
11.2002 - 06.2006
High School Diploma -
Lake Park High School
Some College (No Degree) - Business
Triton College
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