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.

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.

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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