Alonzo Parke

• Provide clear, accurate explanations to Card Members about Membership Rewards—how points are earned, how to redeem them, and how to maximize program benefits.
• Assist with point redemptions across multiple categories, including travel, merchandise, statement credits, and partner programs.
• Collaborate with internal teams such as Travel Services, Partner Support, and Rewards Operations to process point adjustments or escalated redemption requests.
• Maintain strict compliance with regulatory and internal guidelines while handling account information and providing program education.
• Deliver high-quality customer service by actively listening, resolving concerns, and ensuring Card Members feel confident using their rewards.
• Navigate multiple internal systems to verify point balances, research account activity, and process adjustments with complete accuracy.

• Consistently exceeded KPI targets, achieving top-performer status monthly with strong and reliable performance metrics.
• Leveraged subject matter expertise in disputes and fraud to analyze case documentation, extract critical information, and determine accurate outcomes while maintaining compliance and delivering exceptional support.
• Handled high-volume inbound calls, providing clear explanations, empathetic support, and secure resolutions for unauthorized charges and account concerns.
• Collaborated with internal teams (Fraud Operations, Risk Management, Merchants, Chargeback teams) to resolve cases efficiently and ensure accurate case outcomes.
• Demonstrated strong working knowledge of ISP, GDM, CLIC, and other internal systems while executing key responsibilities.

• Provided exceptional customer service by identifying customer needs and offering tailored wireless solutions, including plans, devices, and accessories.

• Acted as a trusted advisor by educating customers on T-Mobile’s products, services, and promotions to drive sales and customer loyalty.

• Delivered an engaging in-store experience by demonstrating product features, troubleshooting issues, and ensuring customer satisfaction.

• Consistently achieved and exceeded sales goals through consultative selling techniques and personalized recommendations.

• Handled billing inquiries, account changes, and technical support, ensuring efficient resolution of customer concerns.

recommendations.

• Proactively engaged with Walmart shoppers to promote and sell Xfinity cable and internet services through direct, in-person interactions.

• Utilized persuasive communication and interpersonal skills to educate customers on product benefits and overcome objections.

• Achieved and exceeded sales quotas by offering premium add-ons, such as upgraded channel packages, home security solutions, and high-speed internet bundles.

• Conducted cold selling techniques in a high-traffic retail environment, effectively capturing customer interest and driving conversions.