Hi, I’m
Rodney Owens
Northlake,TX
Summary
Knowledgeable and dedicated customer service professional with strong technical skills.
Skilled in pushing customer satisfaction to contribute to company success. Articulate, energetic and result-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Specializes in quality and process optimization.
Overview
7
years of professional experience
Work History
L'Oréal/PFSWeb
Customer Success Agent
08.2020 - 12.2022
Job overview
- Resolved inquiries and issues by gathering data, analyzing needs, and implementing best solutions
- Built routines or recommend individual products based on assessed needs and interests
- Recommended solutions to complex situations through research and critical thinking
- Escalated issues to supervisor when necessary for enhanced support
- Documented engagements and interactions
- Offered technical support and troubleshooting for website/browser issues
- Managed payments and billing
- Maintained and update knowledge of current and upcoming products
- Shared strategic insights with teams regarding customer experience and trends
- Handled over 50 interactions per day via phone, email, or chat.
Alight
Remote Service Advocate
07.2022 - 09.2022
Job overview
- Utilized Knowledge Base and Plan matrices to handle complex situations and inquiries
- Answered questions concerning plan eligibility while remaining neutral in selection
- Organized supporting documentation for individuals under evaluation
- Coordinated paperwork transfers to correct staff.
- Worked effectively with 6+ fellow team members
- Transferred calls to correct department when necessary
Cambium Learning Group
Help Desk Analyst
01.2022 - 06.2022
Job overview
- Assisted with identifying features and troubleshooting our product[CSS and TIDE] and providing actionable tips.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Used ticketing systems to manage and process support actions/requests
- Documented interactions for each encounter in system for reference and addition to knowledge base
- Helped user navigate and simplify processes
- Exercised strict discretion when managing personal and sensitive data; PII best practices
Dickies, VF
Service/ Maintenance
02.2020 - 07.2020
Job overview
- Monitored equipment to diagnose operational issues
- Adhered to safety protocols and policies to reduce workplace hazards
- Utilized SQL to monitor, adjust, and update orders in database
- Pick and load orders for shipment in a consistent and time-effective manner while ensuring accuracy.
- Maintained pace while picking orders for productivity
Carhop, SONIC Drive
Manager
10.2015 - 10.2019
Job overview
- Collaborated in fast-paced environment while providing a satisfactory experience to customers.
- Onboard and train new hires; Cross-trained existing employees to maximize team agility and performance.
- Practiced vigilance to shift around stations when needed to assist cooks, take orders, serve customers, etc and maintain productivity
- Exercised financial etiquette and manage tips/store profit/EOD till
Education
Dallas CollegeDallas, TX
Associates from Cloud Computing
University Overview
- Created Migration solutions for companies switching to AWS cloud
- Technologies: Python, Linux, AWS
- Created and managed databases using MySQL
University of North TexasDenton, TX
Bachelors from Computer Science
University Overview
- Studied Languages of C++, Python, HTML, CSS, Javascript
- Honed researching skills to confront new problems within projects
- Created algorithms to solve complex problems and simplify into workable tasks
- Projects: Intermediate games using Python and C++; Websites built with HTML, CSS, and JavaScript
Skills
- Inbound/Outbound calling
- Professional Under Pressure
- Data Entry and Management
- Issue and Resolution Documentation
- Revenue Generation
- Ability to Self Govern
- Solution Oriented Research
- Prioritization
- Software Proficiency
- Salesforce Knowledge
- Effective Communication and Empathy
- Creative Issue Resolution
- SQL, HTML, CSS, JS, AWS
Timeline
Remote Service Advocate
Alight
07.2022 - 09.2022
Help Desk Analyst
Cambium Learning Group
01.2022 - 06.2022
Customer Success Agent
L'Oréal/PFSWeb
08.2020 - 12.2022
Service/ Maintenance
Dickies, VF
02.2020 - 07.2020
Manager
Carhop, SONIC Drive
10.2015 - 10.2019
Dallas College
Associates from Cloud Computing
University of North Texas
Bachelors from Computer Science
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