O'Shea Owens Jr.
Houston,TX
Summary
Intellectual, enthusiastic and organized individual with great attention to detail and exceptional problem solving skills. Dedicated to opportunity seeking and process improvement designed to optimize customer and technical support. Demonstrated 10+ years in customer service/support, cloud connectivity, telecommunications, and call center performance. Including but not limited to Multidisciplinary professional organizations, cybersecurity, fiber network, and IT/computer software. With a track record of increasing customer loyalty while building professional relationships and expanding and promoting company goals to maximize internal and external partnerships.
Overview
13
13
years of professional experience
Work History
Customer Success Consultant
Lumen Technologies
Monroe, LA
09.2019 - Current
- Elevated service offerings by leading a successful integration of new financial products
- Collaborates with multiple departments, customers, municipalities, outside consulting firms, and other utilities to gather information required to execute projects accurately and in a timely manner.
- Develops and maintains business partnerships with stakeholders to effectively service customers.
- Built strong relationships internally through cross-functional collaboration and problem-solving
- Identifies, evaluates, and if necessary, corrects pre-existing issues related to compliance with governmental regulations, code violations, and Lumen's standards. Corrective action may require negotiation with customers related to safety, cost, and legal responsibility.
- Significantly elevated client satisfaction and loyalty through developing customer engagement tactics
- Initiated a collaborative strategy that enhanced team efficiency and service delivery quality.
Customer Service Order Resolution TeamLead
CenturyLink
Monroe, LA
06.2017 - 09.2019
- Assigned and changed outside plant and central office facilities for residential and small business consumers, single and multiline
- Mentored new hires, fostering a culture of teamwork and growth
- Guided new team members towards excellence, significantly boosting team's performance and morale
- Led team in streamlining service orders, enhancing customer satisfaction and team efficiency
- Oversaw meticulous assignment of telecom facilities, ensuring error-free service transitions
- Implemented new strategies in order processing, significantly reducing turnaround time.
Customer Service Order Resolution
CenturyLink
Monroe, LA
08.2014 - 06.2017
- Worked multiple functions and dealing with customer's orders placed online for brand new service, changing or adding new product, or moving service to another location
- Resolved complex billing and connectivity issues, improving customer trust and service reliability
- Complete and process customer complaints and communicate and coordinate resolutions to the appropriate customer or department
- Streamlined customer order processes, enhancing service efficiency and client satisfaction
- Managed intricate service orders, ensuring accuracy and timely coordination with multiple teams.
Sales Associate
Belk
Monroe, LA
06.2011 - 08.2014
- Boosted sales by 20% through dynamic customer interaction and deep product understanding
- Revitalized store aesthetics via innovative visual merchandising strategies
- Ensured product availability and store appeal through regular stock rotation and restocking.
Education
Bachelor of Arts Communications -
Grambling State University
05.2018
Computer Science 101 -
Louisiana Delta Community College
05.2015
High School Diploma -
Carroll High School
05.2014
Business Computer Applications - Information Technology
Louisiana Delta Community College
Monroe, LA05.2014
Skills
- Problem-solving
- Team Leadership
- Digital Marketing
- Data Analysis
- Customer Service
- Communication Skills
- Business Development
- Sales Strategy
References
- De Fraction, CENTURYLINK, +1 (318) 450-8038
- Janet Harris, BELK, (318) 355-2467
- Judy Dixon, PERSONAL, +1 (318) 614-8483
Timeline
Customer Success Consultant
Lumen Technologies
09.2019 - Current
Customer Service Order Resolution TeamLead
CenturyLink
06.2017 - 09.2019
Customer Service Order Resolution
CenturyLink
08.2014 - 06.2017
Sales Associate
Belk
06.2011 - 08.2014
Bachelor of Arts Communications -
Grambling State University
Computer Science 101 -
Louisiana Delta Community College
High School Diploma -
Carroll High School
Business Computer Applications - Information Technology
Louisiana Delta Community College
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