Keona Skinner
Wilmington,DE
Summary
High energy customer service professional with 6+ years experience in financial services, public safety and staffing environments. Adept in research/development, problem-solving/de-escalation and fearlessly served as a credible resource supporting numerous staff members .Respected for superior knowledge, dependable insight, skills and competencies that result in one-time calls, continuously acknowledged for call volume, accuracy and efficiency. Highly adept in de-escalating calls and trusted leader training and motivating others. Detail-oriented team player with strong organizational skills. The Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
Work History
Net Promoter(Sr. Coordinator)
Capital One
10.2022 - Current
- Proactively capturing customer feedback to document and identifying potential risk
- Using best judgment and being able to identify problems
- Delivering exceptional customer service
- Empathizing/understanding towards highly escalated calls, using different strategies to de-escalate.
- Accomplished multiple tasks within established timeframes.
- Handling Diverse calls ; resolving and identifying customer complaints
Acquirer(Coordinator)
Capital One
10.2021 - 09.2022
- Communicating effectively with co-workers, managers, and customers
- Ability to have a strong focus of empathy
- Being punctual and having effective organizational skills
- Displaying ability and willing to learn, attentive to detail, being optimism and welcoming change.
- Digitally savvy while educating customer through banking channels for other products and services
Education
High School Diploma -
Paulsboro High School
Paulsboro, NJ06.2011
Skills
- Process Improvements
- Relationship Building
- Work Planning and Prioritization
- Data Entry
- Excellent Communication
- Risk and Compliance
- Advanced Problem-Solving
- Analytical and Critical Thinking
- Microsoft Office Suite: Word, Excel, Powerpoint, Outlook
- G-Suite
- Various Database systems
- Professional Telephone Etiquette
- Call Center Operations Background
Timeline
Net Promoter(Sr. Coordinator)
Capital One
10.2022 - Current
Acquirer(Coordinator)
Capital One
10.2021 - 09.2022
High School Diploma -
Paulsboro High School
Similar Profiles
Devin HallDevin Hall
Inventory and Data Analytics Manager at CAPITAL ONEInventory and Data Analytics Manager at CAPITAL ONE
Sumahitha VadnalaSumahitha Vadnala
Director of Data Engineering at Capital OneDirector of Data Engineering at Capital One
Matthew CabreraMatthew Cabrera
Senior Software Engineer at Capital OneSenior Software Engineer at Capital One
MANDY PARKERMANDY PARKER
Risk Manager at Capital OneRisk Manager at Capital One
Joseph FlynnJoseph Flynn
Camera Operator at ESPNCamera Operator at ESPN