Shavondra Owens is a management professional with 13 years of experience in customer service and training and development. She has a proven track record of leading presentations that optimize metrics like average handle time and call wait times while minimizing hold times. Owens devised a new call flow chart at her previous role at Discover Financial Services that increased performance levels by 13% within six months through her problem solving and mentorship. She holds a Bachelor's degree in Business and Managerial Ethics from Ashworth University.
Experienced Customer Service Professional Seeking New Opportunity
1. Shavondra Owens
1406 Benson Drive, Columbus OH 43227 | 614.425.7490 | s.owenss10@gmail.com
Management Professional effective in Training and Development. Extensive experience with a 13-
year background in Customer Service; developing a high aptitude for client relations, critical
thinking and problem solving within blended environments.
Skill & Qualifications
COMMUNICATION
Lead Orator spearheading various presentations of a newly developed strategy built to optimize
monthly metrics based on AHT & Call Waiting, simultaneously minimizing Hold Times by 20%
within months.
LEADERSHIP
Using creative problem solving, I devised an Advanced Call Flow Chart enabling the mentorship and
implementation of a new call flow structure; increasing performance levels by 13% within six
months.
Experience
CUSTOMER CARE ASSOCIATE | VISION SERVICE PLAN | JANUARY 2015 – NOVEMBER
2015
Efficiently responded to telephone inquiries ranging from routine to complex from members, doctors
and clients, while building rapport through customer interaction.
Provided in-depth knowledge as an influential benefit to customers regarding the enrollment and/or
renewalof chosen vision plans, and service provided within the extensive network of doctors.
ACCOUNT SPECIALIST | BUCKEYE HEALTH PLAN | DECEMBER 2014 – AUGUST 2015
Responded to telephone and written correspondence inquiries from members and providers within
established timeframes.
Assisted members and providers with regard to website registration and navigation.
Researched and identified any and all processing inaccuracies within claim payments while routing to
the appropriate site operations team for claim adjustment.
2. Page 2
TEAM COACH | DISCOVER FINANCIAL SERVICES | NOVEMBER2012 – DECEMBER 2014
Oversaw agents to ensure customer satisfaction goals were consistently met within the team.
Developed and implemented new Advanced Call Flow Chart and metric system for daily
management within the teams and regional center.
Conducted performance reviews for specified departmental Customer Service Specialists.
Addressed and resolved customer product complaints empathetically and professionally, improving
overall call center functionality and service capacity.
Applied mastery of customer service management systems and databases.
Certifications & Achievements
Call Center Management Certification (Jan 2013)
FDCPA Certification
Customer Satisfaction and Peer Recognition Awards (February 2013 – August 2014)
Employee of the Month (June 2014, August 2015)
Managerial Quality Recognition (June 2014)
Education
BACHELOR’S | 2014-2018 | ASHWORTH UNIVERSITY
Major: Business and Managerial Ethics
Minor: Psychology