Owen Collins

• Delivering high-volume, high-quality customer support across chat, email, and social channels for multiple digital products, balancing speed, accuracy, and customer satisfaction
• Resolved complex issues related to account access, payments, promotions, fraud prevention, and compliance using strong analytical and problem-solving skills
• Partnered cross-functionally with Fraud, Payments, Compliance, Product, Marketing, and Finance teams to manage escalations and drive timely, effective resolutions
• Utilized CRM and case management tools (ServiceNow, Zendesk, internal dashboards) to document cases, analyze account activity, and maintain detailed audit-ready records
• Creates and shared process documentation, project files, and form templates in Slack channels to centralize knowledge, improve peer understanding of workflows, and support consistent, efficient execution across the team

• Alumni Engagement Lead tasked with returning large numbers of alumni who work in the sports industry to network with students, faculty, and other alumni at the Penn State Sports Business Conference.
• Training two Alumni Coordinator understudies who are challenged to expand the conference, such as the ones prior, through guidance and resources.
• Recruiting Co-Lead duties entail securing professional organizations to attend the Conference, providing networking opportunities to students and other alumni, and recruiting opportunities for students to join the industry.

Branch Management Intern
New Balance | Boston, MA

• Managed high-volume inbound and outbound shipment tracking for an outlet location, ensuring accurate inventory movement, compliance, and timely processing
• Oversaw inventory distribution between factory and outlet stores across the New England region, supporting efficient regional logistics and replenishment operations
• Coordinated inter-store transfers to balance inventory levels and align product availability with regional demand
• Monitored and analyzed shipment trends from the Brighton, MA factory to regional outlets using internal dashboards and reporting tools to support planning decisions
• Utilized ServiceNow (SNOW), Freshservice, and internal inventory/case management systems to track shipments, document discrepancies, support audits, and drive process improvements