O'Shea M. Owens II
Houston,TX
Summary
Results-driven professional with expertise in data analysis and customer relations. Proven track record in process improvement and regulatory compliance, delivering tailored solutions to enhance client satisfaction and streamline operations.
Overview
12
12
years of professional experience
Work History
Auto Lending Account Specialist II
JPMorgan Chase
Houston, Texas
04.2026 - Current
- Assisted customers in modifying auto loan applications and outlined next steps based on specific products.
- Guided customers through vehicle purchasing processes via inbound and outbound calls, offering tailored solutions.
- Manage and service auto lending accounts, ensuring accurate processing of payments, account updates, and loan servicing activities.
- Processed auto loan applications for ADA customers over the phone, ensuring compliance with all regulations.
Account Specialist I
JPMorgan Chase
Houston, Texas
04.2025 - 04.2026
- Analyzed client and transaction data to identify trends, risks, and opportunities supporting data-driven business decisions.
- Educated clients on digital banking tools, increasing user adoption and streamlining operations.
- Resolved complex inquiries while maintaining compliance with quality standards to enhance customer satisfaction.
- Collaborated with internal teams to deliver accurate reporting and expedite issue resolution.
Client Account Associate I
Alliantgroup, LP
Houston, TX
07.2024 - 01.2025
- Managed a portfolio of 400-500 small to mid-size business clients, ensuring timely delivery of client reporting and engagement milestones.
- Coordinate multiple client projects simultaneously, ensuring deadlines, quality standards, and stakeholders' expectations are met.
- Collaborated with Business Relationship Managers and Business Development team to support cash management growth initiatives.
- Prepared client proposals, engagement documentation, and reporting materials to support project execution.
- Tracked client data and performance metrics to identify opportunities for process improvements and revenue growth..
- Built and maintained strong cross-functional partnerships to drive efficient client outcomes.
Client Service Consultant I
Transitions Counseling and Development Center
Monroe, LA
07.2022 - 05.2023
- Analyzed financial and operational data to produce actionable reports and recommendations for senior leadership.
- Coordinated client onboarding workflows and documentation, streamlining processes for enhanced client experience.
- Conducted needs assessments and translated findings into structured service plans.
- Monitored program outcomes, identifying and implementing opportunities for continuous improvement.
Customer Service Representative Manager
Lumen Technologies
Monroe, LA
09.2014 - 08.2022
- Monitored team performance metrics, identifying trends that informed targeted coaching and enhanced process improvements.
- Led cross-functional collaboration, resolving complex customer and operational issues to improve service outcomes.
- Implemented quality assurance processes that improved service consistency and efficiency.
- Managed multiple priorities in a fast-paced environment, ensuring adherence to service-level standards.
Associate Customer Service Representative
Belk
Monroe, LA
05.2014 - 07.2016
- Delivered personalized support to retail credit card customers, resolving billing inquiries, payment issues, and account maintenance request.
- Achieved strong first-call resolution and customer satisfaction scores through active listening and problem-solving.
- Followed up with customers to resolve issues and enhance brand loyalty.
Education
Bachelor of Arts - Business Administration And Management
Paul Quinn College
Dallas05-2028
High School Diploma -
Carroll High School
Monroe, LA05-2014
Skills
- Business requirements documentation
- Data analysis and reporting
- Process improvement strategies
- Risk identification and management
- Customer relations and account management
- Cross-functional collaboration
- Business case development
- Problem resolution techniques
- Regulatory compliance
Timeline
Auto Lending Account Specialist II
JPMorgan Chase
04.2026 - Current
Account Specialist I
JPMorgan Chase
04.2025 - 04.2026
Client Account Associate I
Alliantgroup, LP
07.2024 - 01.2025
Client Service Consultant I
Transitions Counseling and Development Center
07.2022 - 05.2023
Customer Service Representative Manager
Lumen Technologies
09.2014 - 08.2022
Associate Customer Service Representative
Belk
05.2014 - 07.2016
Bachelor of Arts - Business Administration And Management
Paul Quinn College
High School Diploma -
Carroll High School