Summary
Overview
Work History
Education
Skills
Timeline
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Frederica Newby

Newport News,VA

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

16
16
years of professional experience

Work History

Customer Service Representative

City of Newport News
06.2018 - Current
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Administrative Coordinator

Peerless Carpet Care And Restoration Services
01.2017 - 06.2018
  • Gathered, entered and updated data to maintain departmental records and databases.
  • Developed successful filing system to increase ability to retain and recover documents, reports and records.
  • Answered phone calls, provided information and connected callers to appropriate personnel.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.

Cashier

Reliance Staffing & Recruiting
09.2016 - 06.2018
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Accepted cash and credit card payments, issued receipts and provided change.

Customer Service Representative

IBEX Global
01.2016 - 05.2017
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Consulted with customers to resolve service and billing issues.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Used proven techniques to de-escalate angry customers during telephone interactions.

Radiological Control Technician

Huntington Ingalls Industries
08.2013 - 09.2015
  • Verified type of radiology procedure prior to exams using HIPAA guidelines for two identifiers.
  • Positioned patients properly for scans and procedures, calmly giving instructions on when to stay still to optimize scans.
  • Adhered to strict HIPAA guidelines to maintain patient and medical record confidentiality.
  • Oversaw work of junior personnel and students, correcting work and mentoring on techniques.

Camera Technician

Production Support Services, Canon VA
08.2011 - 08.2013
  • Reassembled equipment, completing inspections, testing or repairs.
  • Filled out work orders, repair logs and maintenance plans to document work completed.

Customer Service Cashier

Hardee's Restaurant
10.2009 - 08.2013
  • Collected credit card and cash payments to complete transactions for customer orders.
  • Refilled and rotated items on shelves to maintain well-stocked inventory.
  • Informed customers of in-store promotions or pricing specials.
  • Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.

QA Inspector

QVC Distribution Center
10.2010 - 12.2010
  • Examined products and materials for defects or deviations to remove or discard non-conforming items.
  • Recommended improvement measures to production process to meet quality control standards.
  • Documented inspection results by completing reports and logs and summarizing and entering data into quality database.
  • Adhered to safety protocols to minimize equipment damage and avoid injuries.

Customer Service Representative

Teletech Customer Care Management
11.2008 - 09.2009
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Consulted with customers to resolve service and billing issues.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Education

Associate of Applied Science - Medical Assisting

ECPI University
06.2012

High School Diploma -

Denbigh High School
Newport News, VA
06.2007

Skills

  • Customer Service
  • Microsoft Excel
  • Problem Resolution
  • Computer Proficiency
  • Call Triaging
  • Filing
  • Data Entry
  • Inbound and Outbound Calling
  • CRM Software
  • Call Center Operations
  • Active Listening
  • Critical Thinking
  • Problem-Solving Abilities
  • Administrative Support
  • Positive and Professional
  • Problem-solving abilities
  • Money handling abilities
  • Call center experience
  • Follow-up skills
  • Data Collection
  • Building rapport
  • Technical Support

Timeline

Customer Service Representative

City of Newport News
06.2018 - Current

Administrative Coordinator

Peerless Carpet Care And Restoration Services
01.2017 - 06.2018

Cashier

Reliance Staffing & Recruiting
09.2016 - 06.2018

Customer Service Representative

IBEX Global
01.2016 - 05.2017

Radiological Control Technician

Huntington Ingalls Industries
08.2013 - 09.2015

Camera Technician

Production Support Services, Canon VA
08.2011 - 08.2013

QA Inspector

QVC Distribution Center
10.2010 - 12.2010

Customer Service Cashier

Hardee's Restaurant
10.2009 - 08.2013

Customer Service Representative

Teletech Customer Care Management
11.2008 - 09.2009

Associate of Applied Science - Medical Assisting

ECPI University

High School Diploma -

Denbigh High School
Frederica Newby