Dennis Owens

Customer Service and Claims Specialist with 8+ years of experience supporting high-volume call centers, membership services, and telecommunications. Proven ability to resolve complex customer inquiries, process claims with accuracy, and provide empathetic support across phone, email, and digital channels. Recognized for supporting quality standards, meeting performance metrics, and improving customer satisfaction through critical thinking and problem-solving.

Skilled in account maintenance, billing support, sales assistance, data entry, CRM systems, and cross-department collaboration.

Service Center Assistant - Stafforward - Indianapolis, Indiana

(2024-12 - 2026-01)

Provide excellent service displaying empathy to callers about claims for multiple lines of business.

• Expediting the claims process, and providing detailed claim notes on all calls, resolving issues with one call/one person in response, and directing calls to the proper escalation path as needed.
• Provide excellent customer service to external customers and internal support to an assigned team.
• Act as a liaison between customers and team members; direct calls to the proper escalation path as needed.
• Provide detailed notes on phone calls and track and code documentation according to standard processes.
• Educate and inform customers about processes, timelines, and status of inquiries via multiple communication channels.
• Resolve issues with one call/ one-person responses.
• Perform administrative tasks.

Membership Service Representative - AAA The Auto Club Group - Indianapolis, Indiana

(2023-11 - 2024-09)

• Learn, follow, adapt to and apply ACG Claim policies, procedures, and guidelines
• Accurately document through data entry to ensure proper claims processing
• Get the skills to use the assigned ACG Claim systems
• Efficiently communicate through both writing and speaking with policyholders and colleagues in the workplace
• Demonstrate customer service skills by showing empathy to enhance customer experience.
• Collect, analyze, interpret data, and solve problems while proving strong decision-making skills with colleagues.
• Demonstrate basic PC software skills (Microsoft applications.)
• Prioritize claim-related tasks, manage time effectively, organize tasks, and plan with efficiency.
• Analyze claim-related data with high ability

Customer Service & Sales Representative - At&t Mobility Services LLC - Indianapolis, Indiana

(2022-05 - 2023-02)

• Provide correct, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide proper solutions and alternatives within the time limits; follow up to ensure resolution
• Maintain up-to-date knowledge about ATT products and services.
• Respond to customer queries about ATT services, equipment, promotions, roaming, and billings.
• Enhance customer retention and satisfaction by providing outstanding and prompt customer services.
• Understand customer needs, recommend proper products, and rate plans.
• Develop innovative ways to sell AT&T products and services to customers.
• Handle customer requests for payments, activations, upgrades, and other services.
• Utilize problem-solving skills to find solutions for customer needs
• Maintain up-to-date knowledge of products and services offered by AT&T
• Accurately enter customer information into the system, including billing address, contact information, and account details
• Aid customers with product selection, installation, activation, and troubleshooting
• Educate customers on features and benefits of AT&T products and services
• Process payments, refunds, credits, and other transactions as needed
• Follow established procedures for handling customer complaints and escalations

Guest Service Advocate - Target - Indianapolis, Indiana

(2019-04 - 2022-10)

• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Contribute to team effort by carrying out related results as needed
• Build sustainable relationships of trust through open and interactive communication
• Provide correct, valid, and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide proper solutions and alternatives within the time limits and follow up to ensure resolution
• Follow communication procedures, guidelines and policies

Tier 1 Customer Support - Conduent - Anderson, Indiana

(2014-04 - 2019-04)

• Responds to telephone inquiries and complaints using standard scripts and procedures.
• Gathers information, research/resolves inquiries and logs customer calls.
• Communicates proper options for resolution promptly.
• Informs customers about services available and assesses customer needs.
• Offers functional guidance, training, support, and aid to lower-level staff.
• Schedules work to ensure correct phone coverage, monitors priority of calls and shifts escalated calls to assure resolution of problems.
• Prepares standard reports to track workload, response time, and quality of input.
• Aids in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

AAS - Business Administration - Ivy Tech Community College (2023 - 2026)

Human Resource Management - Ivy Tech Community College (2023 - 2026)

Information Tech Help Desk - Ivy Tech Community College (2021 - 2023)

Diploma - Stonegate Early College High School (2007 - 2011)