O‘Shea M. Owens II
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 7+ years in customer support, Banking experience, and technology. Including but not limited to Multidisciplinary professional organizations, cybersecurity, Product Management, 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
9
9
years of professional experience
Work History
Associate Banker
Ouachita Valley Federal Credit Union
09.2020 - 10.2023
- Build, develop and deepen customer relationships through active market business development, needs-based questioning to identify deposit, credit and investment solutions to help customers achieve their financial goals.
- Meet or exceed individual sales and activity objectives - measured by an individual scorecard. Also, establish preset appointments to identify customer needs via in-person meetings, teleconsulting activities and outbound community involvement.
- Open accounts for new walk-in; coordinate legal account documentation to ensure compliance with all relevant banking regulations.
- Participated in process improvements projects such in creating and testing new commercial onboarding platforms to assist with streamlining account opening.
- Provided exceptional customer service by actively paying attention to clients and their needs and wants while creating long lasting relationships and leading them to further business within the firm.
- Performed advanced financial transaction in a fast paced environment to exemplify our firm goals to achieve convenience to customers.
- Educated and assisted clients with online and mobile banking, ranging from mobile deposits, balance inquiries, Apple Pay, online bill payments, etc.
- Demonstrate compliance with all bank regulations that apply to your position and stay current on regulation changes including Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations that apply to your position.
- Develop a strong understanding of the consumer and small business solution and service offerings to best answer questions.
Lead Consultant I
CenturyLink
07.2017 - 09.2020
- Developed custom solutions based upon clients' strict requirements.
- Coordinate with service technicians, sale teams, and contractors on service-related issues.
- Prioritized projects and project tasks depending upon key milestones and deadline dates.
- Developed program schedules and monitored milestones, managing production flow to guide production orders to correct and timely completion.
- Regular source of technical assistance for both internal and external developers and other contractors.
- Executes software solutions, design, development, and technical troubleshooting with ability to think beyond routine or conventional approaches to build solutions or break down technical problems.
- Assisted clients in fully integrating company solutions into current business environments, providing input on best practices and recommendations for maximizing utility of company solutions.
- Experience in developing, debugging, and maintaining codes in a large corporate environment with one or more modern.
- Effective relationship-building internally through cross-functional collaboration and problem-solving with partners such as Customer success, product, Marketing, Solutions/Technology experts, Sales Support and services, and strengthen new client sales deployment strategies.
- Success in working with customers/stakeholders in presales or consulting engagement related to business applications workloads.
- Gathers, analyzes, synthesizes, and develops visualizations and reporting from large, diverse data sets in service of continuous improvement of software applications and systems.
- Design and implement reports and tools that support operational risk activities and projects.
- Hands-on practical experience in system design, application development, testing, and operational stability.
- Assist leadership in education and/or challenge of business unit manager on completeness of risk identification , end-to-end processes, inherent risk rating, and control design ratings as part of review of their risk and control assessment.
- Overall knowledge of the software development life cycle.
Offline Customer Order Support Specialist
CenturyLink
09.2014 - 07.2017
- Worked multiple functions and dealing with customer’s orders placed online for either brand new service, changing or adding new product, or moving service to another location.
- Assigning and changing outside plant and central office facilities for residential and small business consumers, single and multiline.
- Process service orders utilizing and maintaining assignment and record keeping systems within CenturyLink/Lumen.
- Address Internal and external customer questions such as billing inquiries or disputes, order status, connectivity issues, and validate services and dependencies of order request.
- Provided customer service support to internal and external customers.
- Devised and issue resolution processes according to company guidelines and procedures, enabling fast resolution of disputes.
- Processed customer orders online with established policies and procedures.
- Coordinated installation of new users and relocations of existing users.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Understands proper problem resolution and refer appropriate servicing issue resolutions to appropriate servicing call center or sales support specialist.
- Demonstrated knowledge of software application and technical process within a technical discipline (e.g, Cloud, artificial intelligence, machine learning, mobile. Etc.)
- Received customer orders, quoted pricing information, performed consultative selling to customers and recommended company products and services tracks.
Education
Bachelor of Arts - General Studies
Grambling State University
Grambling, LA05.2018
Certificate - Information Security Management
CenturyLink
Monroe, LA2018
Certificate - Risk Information System And Control(CRISC)
CenturyLink
Monroe, LA2017
High School Diploma -
Carroll High School
Monroe, LA05.2014
Intern -
Chase Leadership Academy
Monroe, LA03.2014
Skills
- Multi-line phone operations
- Adhere to customer service procedures
- Contract Development and Management
- Leadership development
- Operations Research
- Recommending Solutions
- Documenting
- Software Development
- Risk Management
- Data Analysis
Timeline
Associate Banker
Ouachita Valley Federal Credit Union
09.2020 - 10.2023
Lead Consultant I
CenturyLink
07.2017 - 09.2020
Offline Customer Order Support Specialist
CenturyLink
09.2014 - 07.2017
Bachelor of Arts - General Studies
Grambling State University
Certificate - Information Security Management
CenturyLink
Certificate - Risk Information System And Control(CRISC)
CenturyLink
High School Diploma -
Carroll High School
Intern -
Chase Leadership Academy
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