Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Affiliations
Certification
Timeline
Generic

Jameica Owens

Nederland

Summary

Skilled customer service professional with proven ability to handle complex inquiries and ensure client satisfaction. Strong communicator known for effective collaboration and adaptability in dynamic environments. Expertise in problem-solving, conflict resolution, and utilizing CRM systems to enhance user experience. Reliable team player dedicated to achieving high-quality results.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Delivery Coordinator

Uber Technologies Inc.
09.2021 - 12.2024
  • Maintained 97% positive customer scores in post-ticket exit surveys for excellent listening skills and high levels of customer service
  • Leveraged product knowledge and communication skills to deliver a first-contact resolution rate 10% above the company average
  • Handled customer-service including POS, sales, and inventory management
  • Evaluated all orders and ensured accuracy of all forms and informed management for all incomplete orders and verified all client information to deliver all products
  • Maintained and updated records, counting materials, equipment, merchandise or supplies in stock
  • Liaised with other departments such as sales, warehouse management, and accounting teams for seamless integration of processes concerning order fulfillment.
  • Utilized problem-solving skills to address complex logistical challenges related to coordinating multiple deliveries simultaneously.

Customer Service Associate

Convergent Outsource Inc.
09.2018 - 09.2021
  • Reduced average time to resolution by 20% by quickly triaging incoming calls
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
  • Managed high call volume with exceptional time management skills, minimizing wait times for customers.
  • Handled billing and payment issues by following guidelines and resolving disputes.

Customer Support Agent

ExecuTeam
08.2016 - 08.2018
  • Used Zendesk to resolve complex tickets, improving customer satisfaction for tech support.
  • Addressed user queries to enhance the user experience and reduce support response times.
  • Assisted customers through multiple channels including phone, email, live chat, and social media platforms for increased accessibility and convenience.
  • Conducted thorough investigations into customer issues, providing detailed resolutions tailored to each unique situation.
  • Met or exceeded performance metrics consistently by handling a high volume of calls without sacrificing quality service delivery.

Education

Associate of Arts - Business Administration

College of The Mainland
Texas City, TX

Bachelor of Science - Data Analytics

Western Governor's University
Salt Lake City, UT
01-2026

Skills

  • Claims management
  • Decision-making
  • Documentation and reporting
  • Customer support
  • Customer relationship management (CRM)
  • POS system operation
  • Customer complaint resolution
  • Complex Problem-solving
  • Technical support
  • Call center operations

Accomplishments

Army Achievement Medal, Army Commendation Medal, Texas Adjutant General's Individual Award

Affiliations

  • Reserve Organization of America

Certification

Change Management Specialist

Timeline

Delivery Coordinator

Uber Technologies Inc.
09.2021 - 12.2024

Customer Service Associate

Convergent Outsource Inc.
09.2018 - 09.2021

Customer Support Agent

ExecuTeam
08.2016 - 08.2018

Associate of Arts - Business Administration

College of The Mainland

Bachelor of Science - Data Analytics

Western Governor's University

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Jameica Owens