Junior Owens
SAN JOSE,San José
Summary
Positive-minded professional with the ability to adapt and create a stable environment. Exceptional communication skills in Spanish and English. Experienced in customer service management since 2006, with strong capabilities in understanding and resolving customer issues. Self-disciplined, detail-oriented, and skilled in learning and adapting quickly to dynamic environments.
Overview
1
1
year of professional experience
Work History
Associate Real-Time Management
Goldman Sachs CR Cookie Serv
1 2023 - Current
- Synchronize Verint and IEX with schedules for all Goldman Sachs associates in US and Costa Rica
- Enter system activities such as entry hours, lunchtime, coaching, and team meetings.
- Strengthened internal communications through regular team meetings, updates, reports which improved coordination among departments
- Developed strong relationships with clients to ensure long-term growth and loyalty for the company
- Established KPIs for various departments ensuring alignment with organizational goals leading to improved overall performance
Specialist for Goldman Sachs in Banking and Finance for Credit Card
01.2023 - Current
- Provide service to Apple Card account users, clarify information, request credits, and guide users.
Shipping and Delivery Service Associate
Amazon Costa Rica
01.2020
- Provide timely resolution to issues, make real-time decisions, and communicate effectively with stakeholders
- Research and query internal tools to drive customer experience.
Technical Representative
Teleperformance
01.2019
- Support online Webinar users using Goto Webinar, Goto Meeting, and Goto Training applications.
Workforce Management Team
Teleperformance
01.2014
- Provide queue analysis, manage vacations, recess, refreshers, one-on-ones, and more
- Ensure agents are aware of call handle time and provide metrics reports to supervisors and managers.
Education
Intermediate Excel Knowledge -
Fidélitas University
San Jose 01.2024 - 01.2024
Skills
Spanish and English
Customer Relationship Management (CRM)
Analytical Skills
Documentation And Reporting
Handling Customer Complaints
Excellent Communication
Multitasking and Organization
Workflow Management
Tech-Savvy
MS Office
Timeline
Intermediate Excel Knowledge -
Fidélitas University
01.2024 - 01.2024
Specialist for Goldman Sachs in Banking and Finance for Credit Card
01.2023 - Current
Shipping and Delivery Service Associate
Amazon Costa Rica
01.2020
Technical Representative
Teleperformance
01.2019
Workforce Management Team
Teleperformance
01.2014
Associate Real-Time Management
Goldman Sachs CR Cookie Serv
1 2023 - Current
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