Hi, I’m
Nija Nettles
Baton Rouge,LA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
9
years of professional experience
Work History
MASON’S GRILL
Restaurant General Manager
04.2022 - Current
Job overview
- Manage employees, coordinate front and back of the house operations, prepare shift schedule, make sure guests have a pleasant experience, manage finances, gather guests’ feedback and recommend improvements to our menus
CHEWY
Customer Service Specialist (Remote)
02.2020 - 03.2022
Job overview
- Effectively applied problem-solving techniques, and followed customer issues through to their successful resolution via phone, email, and chat
- Maintained a 90%+ adherence by being prompt, going above and beyond to avoid escalations, and properly logging customer interactions
- Identified and documented common customer issues and contributed to the development of new internal training material
- Relayed customer feedback to cross-functional teams to improve products and services.
AT&T
Customer Service Specialist (Hybrid)
05.2017 - 01.2020
Job overview
- Researched and documented order issues within the CRM system as well as resolved internal alerts and issues
- Assisted over 40 customers daily with exchanges, replacement orders, order tracking, and general concerns
- Upheld quality control policies and procedures to increase customer satisfaction
- Assisted in the establishment of new procedures to ensure client satisfaction and quality service delivery.
AMERIGROUP
Call Center Customer Representative
02.2015 - 04.2017
Job overview
- Maintained a 98% adherence while successfully solving customer disputes, concerns, and complaints
- Utilized multiple CRM databases while assisting customers and logging any potential future concerns or follow-up needs
- Contributed to a class of 13 agents who collectively lowered the departments complaint rate by 17% in the first quarter
- My attention to detail, company policies, and commitment to customer satisfaction led to my promotion to trainer of all new agents.
Education
BATON ROUGE COMMUNITY COLLEGE
ASSOCIATE OF ARTS IN COMMUNICATION
07.2010
Baton Rouge Magnet High SchoolBaton Rouge, LA
High School Diploma
05.2008
Skills
- Problem-solving
- Operating within a team
- Zendesk
- Salesforce
- Microsoft Teams
- Microsoft Office
- 55 Words per minute typing speed
- Google Meet
- Customer Relationship Management
- CRM software
- Working efficiently in a Remote setting
Timeline
Restaurant General Manager
MASON’S GRILL
04.2022 - Current
Customer Service Specialist (Remote)
CHEWY
02.2020 - 03.2022
Customer Service Specialist (Hybrid)
AT&T
05.2017 - 01.2020
Call Center Customer Representative
AMERIGROUP
02.2015 - 04.2017
BATON ROUGE COMMUNITY COLLEGE
ASSOCIATE OF ARTS IN COMMUNICATION
Baton Rouge Magnet High School
High School Diploma
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