Over 14 years of experience in customer service roles, Deborah Owca has a track record of resolving over 90% of issues and meeting or exceeding monthly goals. She has leadership skills and a reputation for high integrity, winning awards for her work resolving customer problems. With excellent communication and diagnostic abilities, she is able to solve complex technical issues without escalating many cases.

1. Deborah Owca
Telecommunications Professional
deb.owca@gmail.com
Summary
Over 14 years in a customer service based environment, earning a solid reputation of taking care
of the customer service needs.
Technical and customer service professional, with excellent communication and diagnostic
skills, consistently able to solve problems and rarely escalate issues.
Showing my leadership skills and being consistent in my demonstration of high integrity.
Experience
Technical Support Representative at Cox Communications April 2011 - August 2014
 Taking over 70 incoming calls on a daily basis and assisting customers with issues
ranging from high speed internet, cable and phone problems.
 Had a resolve rate of over 90 percent. Met or exceeded all monthly goals and was rated
number one or two in the call center every year.
 Assisted all new employees with methods and procedures to enable them to reach their
monthly goals.
 Winner of the 2011 moments of trust award.
Router-Quota Management - Universal Systems Operations Center at Cox Communications January
2007 - November 2010
 (SOC) Technician, 2007-2010 Pre-routing, quota management, monthly on-call, maintain
contractor’s budget guidelines monthly. Prepare and maintain monthly routing sheets.
 Responsible for all administrative updates in the TOA database. In-house technicians'
monthly productivity, same day service availability, installations back-log.
 Created and implemented specific data to feed auto routing program to best meet
company needs and stay within budget; met monthly budget based on company goals and
met or exceeded monthly revenue requirements.
 Setup database to auto route technicians in a more efficient manner, achieving more
productivity and less drive time.
 Maintained backlog level to ensure customer installs occurred with a five (5) day
window; consistently exceeded company guideline by keeping backlog to four (4) days or
less.
Dispatcher/ Dispatcher II – Cox Communications 1996-2007
 Routing, phones (technicians), maintaining routing sheets, WFA Admin, same day
service goals, contractor budgets, in-house technicians' productivity, quota management.
 Evaluated service trends and adjusted quota; appropriately met same day service goals
between 95% and 98% monthly despite any intervening factors (storms, etc.).

2.  Applied acute listening skills to evaluate whether problem resolution could occur
virtually; significantly reduced unnecessary technician visits (truck rolls) to customers'
homes and saving $75.00 per cancelled home visits.; Assigned technicians routes and
routed same day service.
 Answered incoming calls from technician's work order check in; 2 way radio. Maintained
same day service standards at 95% or above.
 Met all productivity goals for technicians. Received significant affirmation from
customer service supervisor/trainer when completed six week computer training class;
went from zero computer skills to level of proficiency to become immediately productive
on the job.
 Forecasting and Production of up to 45 technicians Quota management Incoming phone
calls and check in of all work orders Pre-Routing All updates on auto routing system
(TOA)
Education
 Cuyahoga Community College
 Computer Classes, 1998 - 1999
 Cuyahoga Community College for Computer Training
Deborah Owca
Telecommunications Professional
deb.owca@gmail.com