Erica Owens

About Erica Owens

I am a highly skilled Director with 6 years of experience in Customer Service Management. Vastly experienced in communication and leadership skills. Extensive knowledge of creating and conducting training programs. Exemplary customer service skills. I’m motivated, hardworking, and a team playerI have seven plus (7+) years as an Executive Administrative Assistant, all of which serving executive-level officers, I have developed the skills that ensure the highest level of competence, time management and confidentiality. Having worked in executive offices, I have a vast understanding of the importance in acting as a liaison allowing for the executives’ time to be maximized as well as assisting in any way I can in order to reach the company/executives’ goals.Action: Dedicated employee with 12 years of experience at Univera.Results: Have consistently achieved record-high customer satisfaction rankings, effected improvements to call standards, optimized operational efficiency, with proven commitment to making the lives of busy executives easier.Action: Respected builder and leader of customer-focused teams;Results: Instilled a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Led by example and ensured the execution of all safety, security, quality and operation policies.Action: Provided several different trainings to the customer service representatives.Results: Training on time management, stress management, and others. Improved our call center customer survey rating from a 58% to a 92% and increased employee moral by 38% on the employee survey.

Experience

1. Executive Director

   Apta Washington

   Apr 2023 — Present · Olympia, WA, US

Education

• South Puget Sound Community College

  Associate of Science (A.S.), Business Administration and Management, General

  2008 — 2010

• Grays Harbor College

  Certificate, Office Adminstration

  2001 — 2003

• Kaplan University

  Bachelor of Business Administration (B.B.A.), Business Administration, Management and Operations

  2012 — 2014

Skills

• Customer Service Training
• Team Building
• Customer Service Management
• Self-Confidence
• Public Speaking
• Executive Administrative Assistance
• Confidentiality
• Executive Office Administration
• Customer Service
• Microsoft Word
• Microsoft Office
• Customer Service Operations
• Customer-Focused Service
• Microsoft Excel
• Powerpoint