EBONY NETTLES

Snow Camp, NC ***** 1-336-***-**** adp8ok@r.postjobfree.com

Professional Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Seasoned Customer Associate with 10 years of experience dedicated to providing highest quality service and making customers feel welcome. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related options. Effectively drives revenue with skilled promotional and problem-solving abilities. Accomplishments

Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction. Customer Relations - Earned highest marks for customer satisfaction, company-wide. Product Promotion - Up-sold products and motivated customers to upgrade current product plans. Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.

Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.

Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Skills

Creative Problem Solving

Customer Data Confidentiality

CRM Software

Efficient and Detail-Oriented

Order and Refund Processing

Understanding Customer Needs

Multitasking and Prioritization

Calm and Professional Under Pressure

Customer Retention Strategies

Upbeat and Positive Personality

Building Customer Trust and Loyalty

Data Entry and Maintenance

Work History

Customer Service Associate 10/2021 to Current

TTEC – Snow Camp, NC

Developed and actualized customer service initiatives to decrease wait times. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Provided primary customer support to internal and external customers. Informed customers about special promotions and provided detailed information for various products. Consulted with outside parties to resolve discrepancies and create expert solutions. Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Collected customer feedback and made process changes to exceed customer satisfaction goals. Chat Support Representative 06/2021 to 10/2021

Blackboard – Snow Camp, NC

Remedied issues quickly and within parameters of company-mandated policies and procedures. Asked open-ended questions to determine which products or services would be best fit for customer's needs.

Documented all customer information accurately in computer system, providing dated notes for future reference.

Handled inbound customer chat conversations from various websites. Assisted department with email-based and phone support when call center was busy or short-staffed. Cultivated relationships with new customers and maintained good partnerships with existing clients. Provided online demonstrations to educate customers on product features and online help resources. CNA 10/2010 to 10/2020

Genesis HealthCare – Siler City, NC

Assisted with feeding and monitored intake to help patients achieve nutritional objectives. Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.

Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.

Cared for residents in assisted living facility and delivered high-quality support to meet needs. Checked patient vitals such as temperature, blood pressure and blood sugar levels. Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing. Supported ambulation and physical therapy needs by conducting planned exercise routines. Education

Associate of Applied Science: Medical Office Assistance Expected in 01/2022 Central Carolina Community College - Sanford, NC

Associate of Arts: Pharmacy (Pre-Pharmacy) 02/2018 Central Carolina Community College - Sanford, NC

High School Diploma 03/2016

Central Carolina Community College - Sanford, NC

Certificate : Certified CNA 02/2010

Central Carolina Community College - Sanford, NC

Certifications

CNA, Pharmacy Tech, Medical office admin Training - 4 years + Languages

English

Full Professional

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