Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Mariah Owens

Gaithersburg

Summary

Motivated and results-driven customer service professional with extensive experience in delivering exceptional customer experiences across various industries. Proven ability to resolve complex issues efficiently, manage customer relationships, and exceed performance metrics in fast-paced environments. Adept at leveraging CRM systems, analyzing performance data, and implementing process improvements to drive customer satisfaction and loyalty. Dedicated to providing high-quality service and fostering a positive, results-oriented work culture.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Remote Customer Service Representative

Family Health Care
05.2023 - Current
  • Provided expert navigation support for customers during the online purchase process, enhancing user experience
  • Responded to telephone inquiries, troubleshooting customer issues and ensuring prompt resolution
  • Analyzed customer feedback surveys, identifying actionable insights to improve service delivery
  • Delivered accurate information to address customer concerns, ensuring satisfaction and retention
  • Monitored daily performance metrics, optimizing call volume management and wait time reductions

Remote Customer Service Representative

TruGreen
09.2022 - 05.2023
  • Conducted cold calls to prospective customers, achieving a15% increase in sales conversions
  • Trained new hires on customer service best practices and sales techniques, improving team performance
  • Persuaded potential customers using prepared sales scripts, successfully cross-selling products and services
  • Anticipated and addressed customer concerns, increasing satisfaction and minimizing churn
  • Maintained comprehensive knowledge of company offerings, policies, and procedures to ensure accurate communication

Front Desk Receptionist

Chesapeake Specialty Care
04.2020 - 09.2022
  • Welcomed visitors, ensured proper documentation, and managed appointment scheduling with accuracy
  • Verified and updated insurance information, maintaining compliance with patient records
  • Prepared and reviewed patient charts, ensuring all demographic data was current
  • Supported billing processes by completing insurance forms and handling claims efficiently
  • Streamlined front-desk operations, reducing wait times and enhancing overall patient experience

Customer Service Call Center Representative

AT&T
06.2014 - 03.2020
  • Handled high call volumes while ensuring customer satisfaction through prompt and accurate responses
  • Guided customers in troubleshooting technical issues, improving resolution rates by20%
  • Managed escalations effectively, ensuring successful resolution of customer complaints
  • Maintained up-to-date records and implemented account corrections to address discrepancies
  • Consistently met or exceeded performance metrics, including call resolution time and customer satisfaction scores

Education

Associate in Arts (A.A.) - General Studies

Montgomery College
Rockville, MD

High School Diploma - General Studies

James Hubert Blake High School
Silver Spring, MD

Skills

  • Customer Experience Management
  • CRM Systems (eg, Salesforce, HubSpot)
  • Escalation and Problem Resolution
  • Omnichannel Support (phone, email, live chat)
  • Performance Metrics (First Call Resolution, Net Promoter Score)
  • Cross-Selling and Upselling
  • Workflow Optimization
  • Data Analysis and Reporting
  • Quality Assurance and Compliance
  • Team Collaboration and Leadership
  • Conflict Resolution and Customer Retention
  • Microsoft Office Suite (Excel, Word)
  • EMR Systems and Documentation Review

Certification

CPR Certification

Accomplishments

  • Improved first call resolution rates by implementing process improvements and best practices.
  • Consistently ranked among top-performing representatives for customer satisfaction metrics.
  • Successfully trained and mentored new hires, fostering a collaborative and high-performing team environment.

Timeline

Remote Customer Service Representative

Family Health Care
05.2023 - Current

Remote Customer Service Representative

TruGreen
09.2022 - 05.2023

Front Desk Receptionist

Chesapeake Specialty Care
04.2020 - 09.2022

Customer Service Call Center Representative

AT&T
06.2014 - 03.2020

High School Diploma - General Studies

James Hubert Blake High School

Associate in Arts (A.A.) - General Studies

Montgomery College

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Mariah Owens