NG
Open to opportunities

Nefritiri Gholston

@nefritirigholston

Customer-centric professional with a passion for user experience.

United States

What I'm looking for

I am looking for a role that values user experience and offers opportunities for growth.

I am a customer-centric professional with a deep appreciation for user experience and a thorough understanding of consumer psychology. My career has been marked by a commitment to solving complex problems through sharp analytical thinking and innovative approaches. I excel in both written and verbal communication, consistently delivering impactful presentations and fostering meaningful customer relationships.

During my tenure at Atento, I managed over 150 customer interactions daily across various platforms, achieving a remarkable 96.5% sales closure rate. My multitasking and prioritization skills have led to a 56% boost in customer approval and a 73% reduction in cancellations. I take pride in adhering to communication protocols and guidelines, which has resulted in a 93% customer satisfaction rate. My ability to empathize and actively listen has been instrumental in my success in customer support and problem resolution.

Experience

Work history, roles, and key accomplishments

AT

Customer Support Representative / Admin. Specialist

Atento

Feb 2017 - Mar 2025 (8 years 1 month)

Managed over 150 daily customer interactions across various channels, achieving a 96.5% sales closure rate and a 93% customer satisfaction rate. Addressed complex inquiries related to benefits, billing, claims, and technical support, leading to a 56% boost in customer approval and a 73% reduction in cancellations. Utilized multiple CRM systems, including Salesforce and Hubspot, to efficiently trac

Education

Degrees, certifications, and relevant coursework

CD

Charles R. Drew

High School Diploma, General Studies

Grade: 3.9 GPA

Completed high school education with a strong academic performance, achieving a 3.9 GPA.

FU

Fullsail University

Bachelor of Science, Business Management

Grade: 3.9 GPA

Pursued a Bachelor of Science degree with a focus on Business Management, maintaining a high academic standing with a 3.9 GPA.

AC

Atlanta Technical College

Technical Diploma, Cybersecurity

Grade: 3.8 GPA

Obtained a Technical Diploma in Cybersecurity, demonstrating proficiency in the field with a 3.8 GPA.

Tech stack

Software and tools used professionally

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Nefritiri Gholston - Customer Support Representative / Admin. Specialist - Atento | Himalayas