Briana Day
Customer Support Professional
Fort Worth,TX
Summary
Customer-focused and tech-savvy Customer Service Professional with over 9 years of experience providing high-quality support via live chat, email, and phone in fast-paced environments. Skilled in resolving customer inquiries, troubleshooting service issues, and delivering empathetic, accurate, and timely assistance. Proven ability to manage multiple conversations simultaneously while maintaining professionalism, attention to detail, and a commitment to customer satisfaction. Experienced in using CRM systems, knowledge bases, and support platforms. Dedicated to creating positive customer experiences and supporting organizational goals through clear, efficient digital communication.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
United States Department Of Veterans Affairs
05.2019 - 06.2025
- Provided real-time assistance to veterans and their families via live chat, email, and phone, addressing inquiries related to benefits, healthcare services, claims status, and appointment scheduling.
- Delivered exceptional service by resolving complex issues and ensuring accurate information was provided in accordance with VA policies and federal regulations.
- Maintained a high volume of inbound communications while achieving service-level targets for response time, accuracy, and customer satisfaction.
- Utilized internal databases and knowledge management systems to research veteran records, process requests, and track case progress efficiently.
- Demonstrated sensitivity and professionalism when handling inquiries involving mental health support, disability benefits, and other high-impact veteran concerns.
- Logged and categorized interactions using CRM software to ensure accurate documentation, case tracking, and escalation when necessary.
- Collaborated with internal departments to ensure timely and effective resolution of veteran concerns.
- Followed strict privacy and confidentiality protocols in line with HIPAA and VA privacy policies when handling sensitive personal and medical information.
- Educated veterans on available VA programs and services, guiding them through online self-service tools and application processes.
- Participated in ongoing training and quality assurance reviews to stay current with policy updates, system changes, and customer service best practices
Customer Experience Agent
AT&T Wireless
01.2015 - 05.2019
- Delivered prompt and professional support to AT&T Wireless customers via live chat, email, and inbound phone calls, addressing inquiries related to billing, account management, technical issues, and device support.
- Resolved a wide range of customer concerns including plan changes, service outages, device troubleshooting, and upgrade eligibility, while maintaining high customer satisfaction.
- Guided customers through self-service tools and online account features, helping them manage services, troubleshoot connectivity, and understand billing statements.
- Utilized AT&T’s internal CRM and knowledge base tools to document interactions, access account details, and provide accurate, real-time solutions.
- Escalated complex or unresolved issues to Tier 2 support or technical departments while maintaining ownership and follow-up to ensure resolution.
- Achieved and exceeded performance metrics including first-contact resolution (FCR), average handle time (AHT), and customer satisfaction scores (CSAT).
- Handled sensitive customer data and account information in compliance with company privacy and security protocols.
- Assisted in retaining customers by offering personalized solutions, plan reviews, and promotional offerings that met their needs and budget.
- Stayed up to date on the latest AT&T products, services, and promotions to provide knowledgeable and proactive customer support.
- Participated in regular team meetings and training sessions to improve product knowledge, communication skills, and service delivery.
Customer Service Supervisor
Walmart
03.2010 - 01.2015
- Supervised front-end customer service operations, including the Customer Service Desk, returns, cashiers, and self-checkout areas, ensuring smooth daily operations and exceptional service delivery.
- Provided leadership, coaching, and performance feedback to customer service associates to promote efficiency, accuracy, and customer satisfaction.
- Handled escalated customer issues with professionalism, resolving complaints and complex service concerns in alignment with Walmart’s policies and values.
- Monitored staffing levels and adjusted workflows to meet peak demand, ensuring minimal wait times and consistent service coverage.
- Trained new team members on register operations, POS systems, Walmart policies, customer service standards, and conflict resolution techniques.
- Ensured compliance with company procedures related to cash handling, refunds, exchanges, and loss prevention.
- Collaborated with store management to implement initiatives that improved employee engagement, customer satisfaction scores, and front-end performance metrics.
- Maintained accurate records of cash variances, overrides, and service incidents, escalating issues when necessary for further review.
- Supported in-store promotions, seasonal changes, and high-traffic events by organizing staff schedules and prioritizing customer-facing service.
- Promoted a culture of respect, diversity, and inclusion, supporting team morale and maintaining a positive work environment.
Education
Associate of Applied Science - Information Technology
Purdue University
West Lafayette, IN10-2017
Skills
- Customer service
- Live chat support
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Microsoft Office Suite
- Customer relationship management (CRM)
Certification
- Customer Service Fundamentals – LinkedIn Learning, 2023
- Typing Speed: 70 WPM – Typing.com, Certified September 2024
- HIPAA Awareness Training – HIPAA Exams, 2024
- Chat Support Professional – Udemy, Completed August 2025
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
United States Department Of Veterans Affairs
05.2019 - 06.2025
Customer Experience Agent
AT&T Wireless
01.2015 - 05.2019
Customer Service Supervisor
Walmart
03.2010 - 01.2015
Associate of Applied Science - Information Technology
Purdue University