Summary
Overview
Work History
Education
Skills
Customer Experience Certified - AT&T
Certification
Work Availability
Timeline
Generic
Parris Jarrett

Parris Jarrett

Houston,TX

Summary

Dedicated Fiber Customer Support Analyst with a strong background in telecommunications and a proven track record of delivering exceptional customer service. Adept at troubleshooting and resolving technical issues related to fiber-optic services, ensuring uninterrupted connectivity and client satisfaction. Proficient in utilizing advanced tools and software to streamline support processes and maximize efficiency. Excellent communication and interpersonal skills, enabling effective collaboration with both technical and non-technical stakeholders. Committed to staying updated with industry trends and emerging technologies to provide cutting-edge support solutions. Seeking to leverage expertise to enhance customer experiences and contribute to the success of a dynamic fiber-optic service provider.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Program Manager

Macquarie Group
06.2023 - 10.2023
  • Project Planning: Develop comprehensive project plans, including scope, objectives, deliverables, timelines, resource allocation, and risk management strategies, aligning projects with organizational goals.
  • Requirements Analysis: Collaborate with stakeholders to gather and analyze project requirements, ensuring clear understanding of business needs and technical specifications.
  • Team Leadership: Lead and motivate project teams, setting expectations, assigning responsibilities, and ensuring team members have resources and support needed to achieve project objectives.
  • Resource Management: Manage project resources, including personnel, equipment, and budgets, to meet project milestones, financial targets, and quality standards.
  • Risk Mitigation: Identify project risks, develop mitigation plans, and continuously monitor and manage risk factors to minimize project disruptions.
  • Change Management: Assess and manage project-related changes, including scope changes, and communicate these changes to stakeholders effectively.
  • Quality Assurance: Implement quality control processes and standards to ensure project deliverables meet or exceed client and organizational expectations.
  • Communication: Maintain clear and proactive communication with clients, project teams, and stakeholders, providing regular updates on project status, issues, and solutions.
  • Documentation: Create and maintain project documentation, including project plans, status reports, and post-project evaluations, ensuring compliance with best practices and industry standards.
  • Testing and Deployment: Oversee testing phases, coordinate deployment activities, and ensure seamless transition to production environments.
  • Client Satisfaction: Monitor 95% client satisfaction and engage in continuous improvement efforts to enhance project delivery and meet client needs.
  • Vendor Management: Collaborate with third-party vendors and suppliers to procure necessary products and services and ensure vendor performance aligns with project objectives.

Integrated Solutions Fiber Expert

AT&T Inc
02.2021 - 04.2023
  • Technical Support: Provide expert-level technical support to customers experiencing issues with fiber-optic internet and telecommunications services.
  • Troubleshooting: Diagnose and resolve technical problems related to fiber-optic connectivity, 2.4 gigahertz to 5 gigahertz modems, routers, and associated equipment promptly and effectively.
  • Customer Interaction: Interact with customers via phone, email, chat, or in person, exhibiting professional and empathetic demeanor while assisting with inquiries and issues.
  • Issue Resolution: Ensure timely and satisfactory resolution of customer problems, meeting or exceeding service level agreements (SLAs) and maintaining high customer satisfaction scores.
  • Documentation: Maintain accurate records of customer interactions, technical solutions, and recurring issues in support database for reference and analysis.
  • Knowledge Sharing: Collaborate with technical teams and contribute to knowledge bases, FAQs, and support documentation to facilitate consistent and efficient issue resolution.
  • Quality Assurance: Adhere to established quality standards and best practices to ensure consistently high-quality customer support experiences.
  • Product Expertise: Possess in-depth knowledge of company's fiber-optic products, services, pricing, packages, and features to assist customers effectively.
  • Continuous Learning: Stay up-to-date with industry trends, emerging technologies, and updates in fiber-optic technology to provide informed support.
  • Teamwork: Collaborate with cross-functional teams, including field technicians and network engineers, to address complex technical issues and improve overall customer satisfaction.
  • Compliance: Ensure adherence to relevant industry regulations and compliance standards, such as data privacy and consumer protection laws.
  • Communication: Answering incoming calls from customers with order inquiry and/or trouble reports.
  • Reporting: Performing analysis and isolation of trouble conditions and creating and sorting trouble reports.

Senior Financial Banker II

BBVA
02.2020 - 02.2021
  • Client Relationship Management: Cultivate and maintain strong, long-term relationships with diverse portfolio of clients, providing personalized financial advice and solutions.
  • Financial Planning: Analyze clients' financial goals, risk tolerance, and investment objectives to develop customized financial plans and investment strategies.
  • Wealth Management: Offer comprehensive range of banking and wealth management services, including investment advisory, estate planning, retirement planning, and risk management.
  • Portfolio Optimization: Monitor and manage clients' investment portfolios, making data-driven adjustments to maximize returns while mitigating risks.
  • Sales and Business Development: Drive revenue growth by actively identifying and pursuing opportunities for cross-selling banking products, investment services, and other financial products.
  • Compliance and Regulatory Adherence: Ensure strict compliance with banking regulations, anti-money laundering (AML) policies, and Know Your Customer (KYC) requirements.
  • Market Analysis: Stay informed about market trends, economic developments, and investment opportunities to provide clients with timely and informed advice.
  • Financial Education: Educate clients on financial products, services, and investment strategies to empower them to make informed decisions.
  • Team Leadership: Mentor and guide junior bankers and support staff, fostering culture of excellence and teamwork within department.
  • Performance Reporting: Generate reports and performance summaries for clients, offering transparent insights into performance of their financial portfolios.
  • Customer Escalations: Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services
  • Financial Suggestions: Discussed financial options with clients and provided informed suggestions
  • Customer Rapport: Built and deepened productive relationships with prospective and competitive customers to drive sustained growth
  • Sales Goals: Completed checking, savings accounts daily to reach 60 % attainment for branch compensation

Sales Support Executive

AT&T Inc.
08.2015 - 01.2020
  • Sales Operations Management: Oversee and optimize sales operations to ensure seamless coordination between sales teams, marketing, and customer support.
  • Sales Collateral Development: Collaborate with marketing teams to create and maintain sales collateral, presentations, and marketing materials to support sales efforts.
  • Lead Generation and Prospecting: Assist in identifying and qualifying leads, researching prospects, and maintaining lead databases to support sales pipeline.
  • Sales Process Improvement: Continuously evaluate and refine sales processes to increase efficiency and effectiveness, from lead generation to post-sales support.
  • CRM Management: Utilize Customer Relationship Management (CRM) software to track leads, opportunities, and customer interactions, ensuring accurate and up-to-date records.
  • Proposal and Quote Preparation: Assist in preparing and customizing proposals, quotes, and contracts for potential clients based on their needs and preferences.
  • Customer Communication: Act as liaison between customers and sales teams, addressing inquiries, resolving issues, and ensuring timely responses to customer requests.
  • Data Analysis: Analyze sales data and performance metrics to identify trends, opportunities, and areas for improvement, providing actionable insights to sales teams.
  • Forecasting: Assist in sales forecasting and budgeting by compiling and analyzing data to support decision-making processes.
  • Sales Training: Coordinate and deliver training sessions for sales teams on new products, services, and sales techniques.
  • Sales Reporting: Generate regular sales reports and dashboards to provide visibility into sales performance and track progress toward sales goals.
  • Competitive Analysis: Monitor competitor activities and market trends to identify potential threats and opportunities to maximize sales team performance.
  • Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning

Lead Mobile Expert

Best Buy Inc.
02.2015 - 01.2016
  • Mobile Device Diagnosis: Accurately diagnose hardware and software issues in various mobile phone models, including but not limited to Android and iOS devices.
  • Repairs and Maintenance: Perform efficient and high-quality repairs and maintenance, including screen replacements, battery replacements, and resolving issues related to charging, connectivity, and performance.
  • Software Troubleshooting: Identify and resolve software-related problems, including app crashes, system errors, and firmware issues, ensuring optimal device performance.
  • Data Transfer and Recovery: Assist customers with data transfer, backup, and recovery procedures, safeguarding their valuable data during device repairs or upgrades.
  • Rooting and Jail breaking: Provide expert guidance on pros and cons of rooting Android devices and jail breaking iOS devices, if necessary, while ensuring customers understand risks involved.
  • Mobile Accessories: Offer recommendations and sales support for mobile accessories, such as cases, screen protectors, and chargers, based on customer needs.
  • Customer Education: Educate customers on device features, settings, and best practices to optimize their mobile phone experience and security.
  • Quality Assurance: Ensure that all repaired devices meet quality standards and conduct post-repair testing to verify proper functionality.
  • Inventory Management: Manage inventory of replacement parts and tools, maintaining accurate records and ensuring availability of essential components.
  • Technical Documentation: Maintain detailed records of repairs, including parts used, repair procedures, and customer interactions.
  • Stay Informed: Keep up-to-date with latest mobile phone technologies, trends, and updates, sharing knowledge with colleagues and customers

IT Project Consultant - Internship

Spectra Energy Corporation
01.2014 - 01.2015
  • Project Planning: Develop comprehensive project plans, including scope definition, objectives, timelines, resource allocation, and risk assessment, ensuring alignment with client goals.
  • Requirements Analysis: Collaborate with clients and stakeholders to gather and analyze project requirements, ensuring clear understanding of project objectives.
  • Technical Solutions: Design and propose appropriate technical solutions, architectures, and technologies to meet project goals and align with industry best practices.
  • Team Leadership: Lead project teams, assigning responsibilities, setting expectations, and providing guidance to ensure successful execution of project tasks.
  • Resource Management: Allocate and manage project resources effectively, including personnel, equipment, and budgets, to meet project milestones and financial targets.
  • Risk Mitigation: Identify project risks, develop mitigation strategies, and monitor risk factors throughout project lifecycle to minimize disruptions.
  • Quality Assurance: Implement quality control processes and standards to ensure project deliverables meet or exceed client expectations.
  • Change Management: Assess and manage project-related changes, including scope changes, and communicate these changes to stakeholders effectively.
  • Communication: Maintain clear and regular communication with clients, project teams, and stakeholders, providing updates on project progress, issues, and solutions.
  • Documentation: Create and maintain project documentation, including project plans, status reports, and post-project evaluations.
  • Testing and Deployment: Oversee testing phases, coordinate deployment activities, and ensure smooth transition to production environments.
  • Client Satisfaction: Monitor client satisfaction and engage in continuous improvement efforts to enhance project delivery and meet client needs.

Education

Google I.T Certification - Information Technology

Merit America Specialization School
Houston, TX
07.2023

Some College (No Degree) - Computer Science And Programming

Houston Community College
Stafford, TX
2023

High School Diploma -

Alief Taylor High School
Houston, TX
06.2014

Skills

  • Technical Proficiency
  • Problem-Solving Skills
  • Customer-Centric Approach
  • Communication Skills
  • Multitasking
  • Adaptability
  • Knowledge Management
  • Time Management
  • Teamwork
  • Quality Assurance
  • Empathy
  • Product Knowledge
  • Documentation
  • Conflict Resolution
  • Regulatory Compliance

Customer Experience Certified - AT&T

Rewarded for excellent customer service 100 percent customer engagement and customer recommended through AT&T

Certification

Learning How to Learn: Powerful mental tools to help you master tough subjects

Financial Loan Training Certification

Multi-Family National Apartment Leasing Certification

IT Security Certification

System Administration and IT Infrastructure Services Certification

Technical Support Certification

Customer Service Specialist (CSS) Certified through AT&T

Internship Completion Genesys Works Certification


Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

IT Program Manager

Macquarie Group
06.2023 - 10.2023

Integrated Solutions Fiber Expert

AT&T Inc
02.2021 - 04.2023

Senior Financial Banker II

BBVA
02.2020 - 02.2021

Sales Support Executive

AT&T Inc.
08.2015 - 01.2020

Lead Mobile Expert

Best Buy Inc.
02.2015 - 01.2016

IT Project Consultant - Internship

Spectra Energy Corporation
01.2014 - 01.2015

Google I.T Certification - Information Technology

Merit America Specialization School

Some College (No Degree) - Computer Science And Programming

Houston Community College

High School Diploma -

Alief Taylor High School

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Parris Jarrett