Customer Support Workplace Experience

Johnna Mattero

St. Louis, Missouri ********@*****.*** linkedin.com/in/johnna-mattero-98927173

PROFESSIONAL SUMMARY

Customer-focused and service-driven professional with a robust background in delivering high-quality support and ensuring customer satisfaction across diverse industries. Skilled in conflict resolution, team leadership, and streamlining service processes to enhance customer experiences. Recognized for adaptability, problem-solving, and consistently exceeding service expectations.

CORE COMPETENCIES

Customer Relationship Management • Conflict Resolution • Client Retention • Issue Escalation • Service Process Optimization

Team Collaboration • Microsoft Office Suite • Communication • Customer Support Systems • Italian (Conversational)

PROFESSIONAL EXPERIENCE

CBRE – Workplace Experience Manager

October 2018 – February 2024 Greater St. Louis Area

Led a high-performing regional service delivery team recognized for operational excellence.

Coordinated a fully virtual summit with 250+ participants, including leadership and support teams.

Implemented and innovated competitive service and workplace experience standards.

Collaborated with project teams to deliver modern, customer-centric workplace solutions.

CBRE – Assistant Facilities Manager

March 2017 – September 2018 Fayetteville, Arkansas Area

Directed daily operations and met internal and external customer satisfaction goals.

Managed team performance, budget controls, and service level standards.

Standardized business practices regionally to improve performance and satisfaction.

CBRE – Facilities Coordinator

April 2016 – February 2017 Austin, Texas Area

Maintained operations of a fully staffed satellite facility to support customer and guest needs.

Coordinated maintenance requests, vendor schedules, and administrative support activities.

Streamlined meeting logistics, calendar management, and work order processing.

Renaissance Hotels – Night Auditor

July 2015 – April 2016

Performed nightly audits and resolved billing and accommodation discrepancies.

Collaborated with security and emergency services to support guest needs.

Brident Dental – Registered Dental Assistant

September 2013 – March 2014

Guided patients through treatment planning and procedures.

Skilled in supporting high-anxiety, pediatric, and special-needs patients.

EDUCATION

Southern New Hampshire University – Bachelor’s Degree, Accounting and Finance, 2017–2019

College of Healthcare Professions – Certificate, Dental Assisting, 2012–2013

University of Memphis – Coursework in History, 2010

Community College of Rhode Island – Associate of Arts, General Studies, 2004–2008

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