Skye Newsome
Chicago,IL
Summary
To obtain an Internal Analyst-Account Svcs position
Overview
8
8
years of professional experience
Work History
Customer Experience Champion II
Verizon
08.2022 - Current
- Assist customer's with account management
- Increased sales by effectively identifying customer needs and presenting tailored solutions
- Process upgrades and orders
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Identified and resolved billing variances to maintain system accuracy and currency.
- Manages approx. 30 incoming calls per day
Tier 2 Technical Support Specialist
Verizon
03.2021 - 04.2022
- Resolved complex technical issues for mobile devices using remote desktop support tools.
- Resolved technical issues through effective troubleshooting and customer communication.
- Maintained up-to-date knowledge of product features, updates, and industry trends for informed support.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
Customer Service Representative
Verizon
07.2018 - 03.2021
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Processed orders efficiently while maintaining adherence to company policies and procedures.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Credit Specialist
Capital One
04.2017 - 12.2019
- - Review and approve customers’ credit applications
- - Process credit limit increases on accounts
- - Perform Verint Identity verification to avoid fraudulent applicants
- - Achieved all performance goals
Education
Bachelor of Science - Psychology, Business Management
Concordia University Chicago
River Forest, IL05-2018
Skills
- Computer Technology: Microsoft Word, Excel, PowerPoint
- Experience with handling confidential information
- Maintain professionalism and punctuality
- Devoted, diligent, and enthusiastic
- Technical support assistance
Timeline
Customer Experience Champion II
Verizon
08.2022 - Current
Tier 2 Technical Support Specialist
Verizon
03.2021 - 04.2022
Customer Service Representative
Verizon
07.2018 - 03.2021
Credit Specialist
Capital One
04.2017 - 12.2019
Bachelor of Science - Psychology, Business Management
Concordia University Chicago