Summary
Overview
Work History
Education
Skills
Timeline
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Johnetta Parker-McConico

Houston,TX

Summary

Deliver industry-leading service to every customer with knowledgeable, friendly support. Team-oriented, responsible and successful at maintaining team efficiency while meeting all customer requirements by leveraging strong multitasking, planning and problem-solving abilities. Quick learner well-versed in the field operations and customer behaviors.

Overview

8
8
years of professional experience

Work History

Senior Customer Service Specialist

Assurant Care
Houston, TX
01.2021 - Current
  • Reviewed warranty documents to ensure accuracy and completeness of information.
  • Investigated customer complaints regarding product warranties and determined appropriate resolution.
  • Provided guidance to customers on how to complete the necessary paperwork for a successful warranty claim.
  • Assisted claimants, providers and clients with problems or questions regarding claims.

Customer Service Representative

AT&T
Houston, TX
12.2018 - 12.2021
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Identified customer needs to upsell products or services.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Customer Support Manager

Walmart
Houston, TX
01.2016 - 12.2020
  • Ensured compliance with applicable laws, regulations, and industry standards relating to consumer protection.
  • Created reports detailing customer support performance metrics such as response times, resolution rates, and customer feedback scores.
  • Managed vendor relationships related to third-party services used by the company's customers.
  • Analyzed trends in customer behavior to identify opportunities for improvement in the customer experience.
  • Trained staff on customer service best practices and protocols to maximize efficiency and improve customer satisfaction.

Education

High School Diploma -

Westbury High School
Houston, TX
05-2014

Skills

  • Conflict Management
  • Escalation management
  • Complaint Handling
  • CRM Software
  • Workflow Optimization
  • De-Escalation Techniques
  • Coaching and Mentoring
  • Service Recommendations
  • Warranty claims

Timeline

Senior Customer Service Specialist

Assurant Care
01.2021 - Current

Customer Service Representative

AT&T
12.2018 - 12.2021

Customer Support Manager

Walmart
01.2016 - 12.2020

High School Diploma -

Westbury High School

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Johnetta Parker-McConico