Russ Owens Email & Phone Number

Hillsboro, OR

Evaluate in coming disability claims, document, and contact the claimant for claim interview. Ensure that claims were managed effectively and that decisions are accurate Conduct a thorough investigation using all available resources.

Beaverton, OR

• Transact via phone approximately 120 outbound calls, both manual and dialer, to late stage delinquent credit card accounts to keep the account from being written off.
• Used active listening and customer service skills to determine the reason for delinquency and Identify the best solution for the customer
• Maintaining first contact resolution through extraordinary service to secure payments to prevent any further delinquency.

Tigard, OR

Investigated high risk cases for possible credit card fraud with 95% accuracy. Completed from 60 to 80 cases per day. Maintaining a monthly average of 10 cases per hour. 40% higher than department guidelines. Outbound calling to customers when potential fraud is found. Complied with all mandatory guidelines relating to company identification and customer.

Tigard, OR

• Handled escalation calls from agents and customers. Diffused emotional issues to address problems professionally and according to company policy. Effected timely solutions to casework which ensured customer retention.

Beaverton, OR

Responded to a daily average of 90 calls from external consumers and Nike employees. Answered inquiries on sales, product information, and corporate issues.Created sales and used suggested selling techniques when requested products were unavailable. Utilized internal and external internet websites, SAP and Island Pacific to obtain information.