Patty Owens Email and Phone Number

Co-managed a team of over 100 customer service agents, ensuring consistent achievement of KPIs established by off-site clients.Developed and maintained employee schedules across multiple departments and clients, optimizing workforce efficiency and coverage.Conducted weekly quality assurance evaluations to ensure adherence to performance standards and identify areas for improvement.Liaised directly with off-site clients to collaboratively design, implement, and adjust workflows and… Show more Co-managed a team of over 100 customer service agents, ensuring consistent achievement of KPIs established by off-site clients.Developed and maintained employee schedules across multiple departments and clients, optimizing workforce efficiency and coverage.Conducted weekly quality assurance evaluations to ensure adherence to performance standards and identify areas for improvement.Liaised directly with off-site clients to collaboratively design, implement, and adjust workflows and productivity standards.Led the recruitment, onboarding, and ongoing management of agents, providing coaching, development, and performance management, including offboarding when necessary. Show less

Provided customer support through phone, chat, and ticket systems, addressing a wide range of basic service inquiries efficiently.Managed order processing and handled related tasks, including processing refunds and resolving customer inquiries to ensure customer satisfaction.Conducted in-game moderation for major gaming companies, maintaining community standards and ensuring a positive user experience.Assisted customers with technical troubleshooting and account management… Show more Provided customer support through phone, chat, and ticket systems, addressing a wide range of basic service inquiries efficiently.Managed order processing and handled related tasks, including processing refunds and resolving customer inquiries to ensure customer satisfaction.Conducted in-game moderation for major gaming companies, maintaining community standards and ensuring a positive user experience.Assisted customers with technical troubleshooting and account management, delivering effective solutions to enhance user satisfaction.Trained and mentored newly onboarded agents, providing guidance and support through shadowing to ensure their successful integration into the team. Show less

Conducted in-depth interviews to assess qualifications and fit of candidates for data annotation roles, with a focus on expertise in psychology.Provided ongoing floor support to a team of 75+ data annotation agents, offering guidance and troubleshooting assistance in real-time.Performed regular quality assurance audits to ensure accuracy, consistency, and adherence to project guidelines in data annotation work.Analyzed performance metrics to identify areas for improvement and… Show more Conducted in-depth interviews to assess qualifications and fit of candidates for data annotation roles, with a focus on expertise in psychology.Provided ongoing floor support to a team of 75+ data annotation agents, offering guidance and troubleshooting assistance in real-time.Performed regular quality assurance audits to ensure accuracy, consistency, and adherence to project guidelines in data annotation work.Analyzed performance metrics to identify areas for improvement and implemented corrective actions to enhance overall team productivity.Developed and implemented strategies to increase contributor satisfaction, engagement, and retention within the team.Provided feedback and coaching to contributors to help them achieve their full potential and deliver high-quality annotations consistently. Show less

Conducted thorough interviews to evaluate candidates’ skills, experience, and suitabilityfor data annotation roles, ensuring alignment with company needs.Managed the end-to-end onboarding process for new data annotation agents, ensuringa seamless transition from candidate to fully productive team member.Acted as the primary point of contact (POC) for new agents throughout the onboardingprocess, providing support, answering questions, and resolving issues.Developed and… Show more Conducted thorough interviews to evaluate candidates’ skills, experience, and suitabilityfor data annotation roles, ensuring alignment with company needs.Managed the end-to-end onboarding process for new data annotation agents, ensuringa seamless transition from candidate to fully productive team member.Acted as the primary point of contact (POC) for new agents throughout the onboardingprocess, providing support, answering questions, and resolving issues.Developed and delivered onboarding training sessions to familiarize new agents withcompany protocols, tools, and best practices in data annotation. Show less

Coordinated healthcare appointments for veterans, ensuring timely scheduling and efficient communication between patients and providers.Delivered accurate and relevant information in response to patient inquiries, enhancing the overall patient experience.Maintained precise documentation of healthcare records and patient accounts, adhering strictly to HIPAA compliance standards.Acted as a liaison between veterans and healthcare providers, facilitating smooth and prompt appointment… Show more Coordinated healthcare appointments for veterans, ensuring timely scheduling and efficient communication between patients and providers.Delivered accurate and relevant information in response to patient inquiries, enhancing the overall patient experience.Maintained precise documentation of healthcare records and patient accounts, adhering strictly to HIPAA compliance standards.Acted as a liaison between veterans and healthcare providers, facilitating smooth and prompt appointment scheduling. Show less

Assisted customers with filing healthcare claims and provided timely updates on claim statuses, ensuring clarity and satisfaction throughout the process.Demonstrated expertise in navigating and adhering to customer service call scripts, consistently meeting performance metrics and timeframes.Provided technical support to customers experiencing issues with website functionality and account management, resolving concerns efficiently.Maintained comprehensive records of customer… Show more Assisted customers with filing healthcare claims and provided timely updates on claim statuses, ensuring clarity and satisfaction throughout the process.Demonstrated expertise in navigating and adhering to customer service call scripts, consistently meeting performance metrics and timeframes.Provided technical support to customers experiencing issues with website functionality and account management, resolving concerns efficiently.Maintained comprehensive records of customer interactions, ensuring accurate documentation of inquiries, resolutions, and follow-up actions.Collaborated with internal teams to escalate and resolve complex customer issues, ensuring a seamless experience for the client.Educated customers on healthcare claim procedures and available resources, empowering them to manage their accounts effectively.Actively participated in training sessions to stay updated on new systems, procedures, and regulatory changes, ensuring continuous improvement in service delivery. Show less