Nezetta Freeman
McDonough,GA
Summary
Motivated and dependable professional with years of expertise in fast-paced environment utilizing excellent Customer Relations and Service Satisfaction. Highly valued and respected for expertise and keen insight in negotiating policy, developing and implementing strategic plans, and obtaining desired results. Proficient in job execution and proven track record of success in compliance, customer service and leadership.
Overview
6
6
years of professional experience
Work History
Home Health Aide
Self-Contracted
12.2020 - 10.2022
- Maintained clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring clean and organized living space for patients.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Improved patient well-being by providing compassionate and attentive personal care.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Provided mobility assistance such as walking and regular exercising.
- Assisted disabled clients to support independence and well-being.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Followed nutritional plans to prepare optimal meals.
- Provided transportation and appointments management.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
Remote Customer Service Agent
Amazon
06.2020 - 11.2020
- Provides prompt and efficient service to Amazon including appropriate escalation of Sellers’ issues
- Maintains acceptable performance metrics such as quality, productivity of 50+ calls, first contact resolution, and attendance
- Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions
- Maintains and encourages customer loyalty through courteous and efficient resolution of disputes, complaints, and discrepancies.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Created and maintained detailed database to develop promotional sales.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
- Implemented new strategies to reduce average call handle time while maintaining excellent service quality.
- Streamlined communication processes for improved information exchange between customers and team members.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Communicated with clients regarding account services, statements, and balances.
- Updated account information to maintain customer records.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Bistro Attendant
The Residence Inn by Marriott
11.2019 - 09.2020
- Recognized for hard work, dedication, dependability, prompt and reliable attendance, and willingness to work overtime as needed
- Established excellent working rapport and team work with coworkers and reputation as ethical and honest employee
- Assisted other restaurant staff with various tasks as needed, including retrieval of food supplies, equipment, and utensils to and from storage and work areas
- Trained new bistro attendants on company policies, procedures, and best practices for exceptional service.
- Collaborated with kitchen staff to ensure accurate order preparation and prompt delivery to guests.
- Adhered to strict health department guidelines for food handling and sanitation procedures in all work areas.
- Ensured accuracy in orders taken by attentively listening to guests'' requests.
- Provided knowledgeable recommendations on menu items helping guests make informed decisions.
Sales Associate
Beall’s Outlet
01.2019 - 04.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations with more than 10 customers waiting for service.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Universal Customer Service Agent
Williams-Sonoma
11.2018 - 01.2019
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Supported sales efforts by upselling products or services when appropriate during customer interactions.
- Reduced average call resolution time with effective problem-solving strategies and active listening skills.
- Efficiently processed orders, returns, and exchanges while maintaining positive attitude and professional demeanor.
- Assisted customers across various platforms such as phone calls, emails, chat support systems – ensuring consistency in service delivery methods regardless of channel used by clients.
- Adapted quickly to new technologies implemented within organization for streamlined workflows.
- Participated in ongoing training opportunities to stay current on industry trends and enhance job performance continuously.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed high call volume 75+ calls per day, prioritizing tasks to ensure all clients received prompt assistance.
Customer Service Associate
JC Penney
11.2016 - 10.2018
- Provided customer service by greeting, and assisting customers, delivered with highest levels of service and satisfaction at all times
- Guaranteed quality of service through effective communication with customer, handled all escalated customer service issues and resolved promptly
- Directed and coordinated activities involving sales and manufactured products, and other subjects of sale
- Monitored customer preferences to determine focus of sales efforts
- Reconciliation of all cash/credit transactions and assisted with daily deposit
- Responsible for training of new staff to bring them up to speed on company processes
- De-escalated complex issues in customer service through effective listening and displaying professionalism
- Worked alongside management to ensure compliance with all organizational policies.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Processed 80+ orders into store stock room for customer pick up.
Education
High School Diploma -
Harper Archer High School
Atlanta, GA06.1997
Skills
- Customer Service
- Exceptional Telephone Etiquette
- Data Entry
- Call-Management
- Communication Skills
- Attention to Detail
- Problem Solving
- Conflict Resolution
- Time Management
- Microsoft Office
- Cash Handling
- Inventory Management
- Quality Assurance
- Leadership
- Live chat support
- Payment Processing
- Information Verification
- Account Management
- Order Placement
- Returns processing
- Customer Assistance
- Money Handling
Other Positions Held
Scentsy Wickless Candles/Independent Consultant, 07/01/12, 04/01/14
Timeline
Home Health Aide
Self-Contracted
12.2020 - 10.2022
Remote Customer Service Agent
Amazon
06.2020 - 11.2020
Bistro Attendant
The Residence Inn by Marriott
11.2019 - 09.2020
Sales Associate
Beall’s Outlet
01.2019 - 04.2019
Universal Customer Service Agent
Williams-Sonoma
11.2018 - 01.2019
Customer Service Associate
JC Penney
11.2016 - 10.2018
High School Diploma -
Harper Archer High School
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