Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, IL
05-2018

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

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Skye Newsome