Zoe Owens
Killeen,TX
Summary
Personable and dedicated Customer Service Representative with extensive experience in the customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Housing Specialist
Guidehouse
Remote, TX
03.2022 - 02.2024
- Investigated key breaches of tenancy contracts.
- Completed lease applications and verifications, notifying prospects of results.
- Implemented and evaluated staff, volunteer or training programs.
- Maintained high customer approval rating through dynamic service, exemplary support and interpersonal communication.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Reviewed applications and documents for accuracy and completeness.
- Verified assets and income for applicants.
Customer Service Representative
Hbo Max
Remote, TX
06.2022 - 09.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
Customer Service Specialist
Wells Fargo
Remote, TX
02.2021 - 06.2022
- Improved customer service wait times to mitigate complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Explained benefits, features and recommendations to maximize client retention.
Customer Service Representative
Abbott
Austin, TX
02.2022 - 04.2022
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Answered consumer inquiries with friendly and knowledgeable support.
- Instruct customers on how to check the recall on their formula.
Customer Service Supervisor
Avail Car Share
Austin, TX
06.2021 - 02.2022
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Adhered to company and insurance client's guidelines in claims processes, estimate writing and claim closures.
Assistant Manager
The Grille Restaurant
Lometa, TX
10.2016 - 12.2017
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
Waitress
Rockin K Kafe
Lometa, TX
03.2015 - 09.2016
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
- Stocked server areas with supplies before, during and after shifts.
Education
High School Diploma -
Lometa High School
Lometa, TX05.2016
Bachelor of Science - Human Services
Ultimate Medical Academy
Clearwater, FLSkills
- Process optimization
- Policy Modifications and Updates
- Conflict mediation
- Project management
- Data evaluation
- Call Centers
- Microsoft Office expertise
- Account management
- Salesforce
- Claims experience
Timeline
Customer Service Representative
Hbo Max
06.2022 - 09.2022
Housing Specialist
Guidehouse
03.2022 - 02.2024
Customer Service Representative
Abbott
02.2022 - 04.2022
Customer Service Supervisor
Avail Car Share
06.2021 - 02.2022
Customer Service Specialist
Wells Fargo
02.2021 - 06.2022
Assistant Manager
The Grille Restaurant
10.2016 - 12.2017
Waitress
Rockin K Kafe
03.2015 - 09.2016
High School Diploma -
Lometa High School
Bachelor of Science - Human Services
Ultimate Medical Academy