Margo Johnson
Houston,TX
Summary
Experienced customer success specialist with over 10 years of expertise in client relations, problem resolution, and process management. Proven ability to drive customer satisfaction, manage complex accounts, and resolve claims with efficiency and accuracy. Skilled in managing cross-functional teams, and delivering training to new employees. Known for de-escalating conflicts and enhancing client retention. Ready to leverage my diverse skill set and experience to contribute to organizational growth and success.
Overview
12
12
years of professional experience
Work History
Spoc Specialist
Newrez
01.2025 - 10.2025
- Initiated and managed communication with homeowners via phone and written correspondence to address concerns and resolve escalated cases.
- Ensured strict adherence to company policies, procedures, and regulatory requirements during all customer interactions and loss mitigation activities.
- Analyzed financial statements and evaluated collateral values to determine and recommend the most appropriate and feasible workout solutions.
- Performed additional responsibilities as assigned to support departmental objectives.
Academic Tutor
Education Solutions Now
08.2023 - 08.2024
- Developed and implemented individualized study plans for students, leading to a 30% increase in test scores.
- Instructed over 100 students across various subjects resulting in an average grade improvement by 20%.
- Created and delivered engaging lessons that improved student comprehension by 25%, as measured by pre- and post-assessment results.
- Supported students with developmental disabilities, including assisting with adaptive technology.
Dedicated Support Agent
Vroom
06.2021 - 08.2023
- Reduced average call handling time by 19% through refined problem-solving techniques and process optimization.
- Achieved 98% customer satisfaction score in post interaction surveys by delivering personalized and efficient support.
- Handled and resolved an average of 50 complex customer complaints per month, leading to a 10% decrease in escalation rates.
- Collaborated closely with cross-functional teams to drive innovative solutions and deliver exceptional results, earning recognition as a key contributor to the company year-over-year revenue growth.
Customer Service Trainer
Horne LLP
02.2021 - 06.2021
- Developed role-playing scenarios and simulations that enhanced practical skills, contributing to a 35% increase in successful resolution of complex customer issues.
- Introduced a comprehensive training manual which decreased error rates by 20% and enhanced consistency in customer interactions.
- Trained over 20 new hires who subsequently reduced average handling time by 18% through effective leadership and support.
Substitute Teacher
Zenith Learning
10.2020 - 02.2021
- Successfully managed classrooms of up to 20 students students, maintaining an average student engagement of 98% during assignments.
- Maintained continuity in student learning by effectively executing pre-planned lesson plans leading to improved test scores for students during my assignments.
- Received positive feedback from students and school administration for creating an engaging and supportive atmosphere, resulting in a 100% satisfaction rating.
Senior Claims Examiner
Sutherland Healthcare Solutions
10.2018 - 12.2019
- Reviewed and processed an average of 100 health insurance claims per week, achieving a 98% accuracy rate in claim adjudication.
- Resolved complex claim disputes and denials successfully overturning 30% of initial denials through detailed investigation and thorough documentation.
- Reduced claim processing time by 20% through the implementation of streamlined procedures and effective use of claims management software.
Retention Specialist
Conns Home Plus
10.2016 - 09.2018
- Executed up-sell strategies that generated $65,000 in revenue within 3 months through effective customer engagement.
- Increased customer retention by 30% over a 12-month period through targeted follow-up strategies and personalized sales offers.
- Trained new sales retention specialists improving team performance and achieving an increase in retention related KPI's.
Client Service Representative III
Defensivedriving.com
05.2015 - 05.2016
- Delivered clear and concise information on course content and state-specific regulations to enhance customer understanding, achieving 90% satisfaction based on post course surveys.
- Assisted customers in navigating course registration, payment processes, and ensuring a seamless and positive experience.
- Resolved customer complaints with a 92% first contact resolution rate, reducing the need for follow- ups and improving overall service efficiency.
Childcare Provider
Texas Medical Center YMCA
10.2013 - 05.2015
- Supervised and cared for up to 15 children daily, ranging from infants to preschoolers, ensuring a safe and nurturing environment through structured activities and play.
- Collaborated with other childcare staff and professionals to develop and execute effective care plans and ensure a cohesive approach to child development.
- Maintained detailed records of each child's progress, behavior, and attendance, contributing to an increase in parental engagement and satisfaction.
Education
High School Diploma -
Memorial High School
Port Arthur, TXSkills
- Mortgage servicing knowledge
- Customer Engagement
- Document Processing
- Collaboration
- Microsoft Office Suite
- Problem solving
- Process improvement and optimization
- Leadership
Timeline
Spoc Specialist
Newrez
01.2025 - 10.2025
Academic Tutor
Education Solutions Now
08.2023 - 08.2024
Dedicated Support Agent
Vroom
06.2021 - 08.2023
Customer Service Trainer
Horne LLP
02.2021 - 06.2021
Substitute Teacher
Zenith Learning
10.2020 - 02.2021
Senior Claims Examiner
Sutherland Healthcare Solutions
10.2018 - 12.2019
Retention Specialist
Conns Home Plus
10.2016 - 09.2018
Client Service Representative III
Defensivedriving.com
05.2015 - 05.2016
Childcare Provider
Texas Medical Center YMCA
10.2013 - 05.2015
High School Diploma -
Memorial High School