Patricia Owen

Provided comprehensive inbound and outbound call support to address customer needs and resolve issues efficiently. Consistently exceeded service expectations by tailoring solutions to each client’s unique challenges and accurately documenting resolved and outstanding items. Leveraged firsthand client experience to deliver empathetic, high-quality support. Contributed to multiple high-profile projects, including Vroom, Select Quoted, and Teladoc.

Directed full lifecycle web strategy, UX architecture, and front-end development for nearly 11 years, transforming business requirements into scalable, user-centered digital ecosystems. Championed human-centered design methodologies, producing wireframes, interactive prototypes, and high-fidelity UI mockups to drive stakeholder alignment and iterative design sprints. Engineered responsive, mobile-first front-end frameworks using HTML, CSS, and JavaScript, prioritizing performance optimization, cross-browser compatibility, and WCAG-aligned accessibility standards. Leveraged data-driven decision-making through A/B testing, user journey analysis, and conversion rate optimization (CRO) to enhance engagement and improve key performance indicators. Spearheaded continuous platform modernization initiatives by integrating emerging front-end technologies and industry best practices, maintaining technical agility and ensuring long-term scalability. Committed to ongoing professional development to remain at the forefront of evolving web standards, UX innovation, and front-end architecture trends.

Advanced within the organization from Receptionist (holding an active SECRET security clearance) to Corporate Assistant, demonstrating strong operational reliability and executive support capabilities. After earning a degree in Graphic Design, transitioned into the Web Development team at the invitation of senior leadership to align creative expertise with organizational digital initiatives. Designed and developed the corporate website end-to-end, applying user-centered design principles while simultaneously expanding front-end development expertise. Led information architecture and navigation strategy efforts that resulted in a recognized User Experience award for menu structure and functionality. Leveraged modern web standards to build scalable, intuitive, and performance-driven digital experiences. As a Web Developer, created branded visual assets-including logos and interface graphics-for multiple internal databases and intranet systems. Designed and developed web platforms supporting the Tomahawk project and additional classified initiatives, adhering to security and compliance requirements while delivering polished, user-focused solutions. In parallel administrative roles, provided high-level executive support to the CEO, President, and multiple Directors. Managed complex expense reporting, contract documentation, and proposal preparation from dictated and written materials. Produced and distributed client-facing monthly reports, designed branded collateral (including apparel graphics and multimedia web assets), analyzed and allocated telecommunications billing by project code, and developed spreadsheets and documentation to support operational efficiency. Consistently delivered proactive, detail-oriented support in fast-paced, high- accountability environments.

Began tenure as an Outbound Sales Representative, executing high-volume prospecting campaigns to acquire new Discover Card customers. Engaged qualified leads through consultative sales techniques, clearly communicating product benefits and driving successful credit card enrollments while meeting and exceeding performance metrics.