Jeannetta Johnson
Indianapolis,IN
Summary
Resourceful Project Support Professional with a track record of high productivity and efficient task completion. Specialized in project planning, stakeholder communication, and risk management. Proficient in time management, problem-solving, and teamwork to ensure successful project outcomes.
Overview
10
10
years of professional experience
Work History
Project Support Professional
Lowes Contact Center
Indianapolis, IN
03.2021 - Current
- Manage incoming and outgoing daily calls
- Responsible for coordinating customers job through daily follow up
- Address escalated customer calls and efficiently handle compensation when needed
- Effectively update customers by following the Proactive Customer Outreach Programs
- Coordinate customers’ jobs from start to finish by communicating with manufacturers on product until job completion
- Managing my daily adherence goals, ASAT of 100%, and SMART top performance of 100%.
Inside Lawn & Garden Department Supervisor
Lowes
Indianapolis, IN
05.2020 - 03.2021
- Collaborated with and directed a team of 6 seasonal & permanent employees
- Developed a talented and valuable team of employees through outstanding mentoring, coaching and teaching skills
- Ensured that all employees within the department presented a positive exemplary image to customers
- Managed merchandise and inventory to make sure counts were accurate on a weekly basis
Customer Service & Administrative Department Manager
Lowes
Indianapolis, IN
07.2018 - 05.2020
- Managed a team of 25-30 seasonal customers service associates while organizing daily training
- Maintained accurate records of past due customer account activity
- Planned and organized over 120 store employees schedules to maximize store coverage
- Developed store training on operating procedures and new policies
- Recruited and hired qualified candidates for multiple departments
Installed Sales Coordinator
Lowe’s Contact Center
Indianapolis, IN
05.2017 - 07.2018
- Managed escalated customers calls and efficiently handled compensation when needed
- Trained 10-15 coordinators in proper ways to file and process claims in a diverse environment
- Evaluated all evidence with ultimate goal of creating positive outcomes for customers
- Communicating and developed relationships with installers, customers and vendors
- Ensured merchandise is ready for the installers to pickup or delivery
Repairs Agent
Lowe’s Contact Center
Indianapolis, IN
03.2016 - 05.2017
- Managed customers calls effectively in a complex and fast paced environment
- Managed and led team on training sessions to help build daily customers service skills and achievements
- Consistently exceeded service and quality goals by 80-90%
- Trained and mentored classes of 15-30 new hires on software, procedures and phones
- Organized and managed an open group chat for all new hires that needed extra training
Customer Service & Administrative Department Manager
Lowes
Indianapolis, IN
05.2015 - 01.2016
- Managed a team of 25-30 seasonal customers service associates while organizing daily training
- Maintained accurate records of past due customer account activity
- Planned and organized over 120 store employees schedules to maximize store coverage
- Developed store training on operating procedures and new policies
- Recruited and hired qualified candidates for multiple departments
Paint & Home Décor Department Manager
Lowe’s
Indianapolis, IN
10.2014 - 05.2015
- Managed a team of 7-9 employees by focusing on providing excellent customer service
- Ensured that all employees within each department, presented a positive exemplary image to customers
- Administered and led weekly team meetings, as well as improving customer service scores
- Mentored and developed approximately 10 associates for their next company roles
Education
Some College (No Degree) - Medical Insurance Coding
Brown Mackie -Indianapolis
Indianapolis, INSkills
- Meeting facilitation
- Scheduling expertise
- Documentation Management
- Cost Analysis
- Technical Presentations
- Staff Management
- Team Collaboration
- Team Leadership
Affiliations
Young Women Christian Council President
District Vice President to my Pastor
Accomplishments
- Rewarded Offline privilege since February 2024 til currently
- Employee of the month July 2023 and August 2024
- Top 10 in my region for September in Quality
Timeline
Project Support Professional
Lowes Contact Center
03.2021 - Current
Inside Lawn & Garden Department Supervisor
Lowes
05.2020 - 03.2021
Customer Service & Administrative Department Manager
Lowes
07.2018 - 05.2020
Installed Sales Coordinator
Lowe’s Contact Center
05.2017 - 07.2018
Repairs Agent
Lowe’s Contact Center
03.2016 - 05.2017
Customer Service & Administrative Department Manager
Lowes
05.2015 - 01.2016
Paint & Home Décor Department Manager
Lowe’s
10.2014 - 05.2015
Some College (No Degree) - Medical Insurance Coding
Brown Mackie -Indianapolis
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