Summary
Overview
Work History
Education
Skills
Timeline
Felicia Newby

Felicia Newby

Chicago,IL

Summary

Offering strong interpersonal and communication skills. Knowledgeable about handling customer inquiries and resolving issues quickly. Ready to use and develop problem-solving, active listening, and time-management skills in any role.

Overview

12
12
years of professional experience

Work History

Inbound Call Center Agent

AT&T
09.2024 - 02.2025
  • Used multi-line telephone system expertly, resulting in swift call management.
  • Maintained calm composure under pressure, ensuring smooth operations during peak hours.
  • Collaborated closely with the team for achieving collective targets.
  • Handled escalated calls tactfully, preventing potential client loss.
  • Participated actively in training programmes to enhance service delivery standards.
  • Handled customer queries focused on first-call resolution.

Bank Teller

United Fidelity Bank
04.2021 - 07.2024
  • Assisted estimated 50 customers each day and remained poised and professional even in high-stress situations and when dealing with irate individuals.
  • Placed orders for customer checks and verified starting numbers.
  • Enthusiastically greeted customers and offered dedicated service during the entire transaction, improving bank satisfaction ratings.
  • Handled sensitive information discreetly, safeguarding client confidentiality.
  • Logged cashier's cheques and other transactions to maintain accuracy of account records.
  • Promoted products or services to each customer to consistently achieve sales targets.

Call Center Agent

Illinois Tollway Call Center
09.2018 - 06.2021
  • Managed high volume of inbound calls, ensuring swift response times.
  • Used persuasive selling techniques to promote company products and services successfully.
  • Enhanced customer satisfaction by promptly addressing and resolving complaints.
  • Taking payments for past due accounts
  • Signing new customers up for services
  • Troubleshooting I-Pass devices

Bank Cashier

PLS Check Cashing
03.2014 - 05.2018
  • Verified cheques, ensuring error-free transactions.
  • Maintained confidentiality to ensure client trust.
  • Operated cash machines smoothly to expedite processes.
  • Kept tidy work area, enhancing bank's professional image.
  • Balanced daily accounts for accurate record-keeping.
  • Provided change and receipts promptly, increasing transaction speed.
  • Followed security procedures, minimising risk of theft.
  • Managed cash transactions for streamlined banking operations.

Property Manager

Pangea
01.2013 - 02.2015
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Maintained original leases and renewal documents in digital and hardcopy format for property management office.
  • Introduced prospective tenants to types of units available and performed tours of premises.

Education

Associates - Paralegal Studies

Liberty University, Lynchburg, VA

Associates - Business Administration

Kaplan University, Davenport, Iowa
06.2013

Skills

  • Customer communications
  • Personable telephone manner
  • Inbound call handling
  • Conflict resolution
  • Service knowledge
  • Live chat
  • Accounting systems and software
  • Currency and coin counter
  • Risk management evaluation
  • Debt and credit management

Timeline

Inbound Call Center Agent - AT&T
09.2024 - 02.2025
Bank Teller - United Fidelity Bank
04.2021 - 07.2024
Call Center Agent - Illinois Tollway Call Center
09.2018 - 06.2021
Bank Cashier - PLS Check Cashing
03.2014 - 05.2018
Property Manager - Pangea
01.2013 - 02.2015
Liberty University - Associates, Paralegal Studies
Kaplan University - Associates, Business Administration

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