Briana L. Holton
El Paso
Summary
Self-directed Client Support Specialist with sound expertise providing advanced support and performing root cause analysis of complex issues. Excellent oral and written communication skills for technical and non-technical audiences. Continuously evaluates and identifies opportunities to drive process improvements that positively impact client and vendor experience.
Overview
7
7
years of professional experience
Work History
Client Support Consultant I
Adp- Automated Data Processing
11.2023 - Current
- Shared customer feedback and functionality requests with the leadership team to spearhead process improvements.
- Monitored delegated customer service issues to drive timely and accurate resolutions.
- Handled a diverse range of over 100 calls, emails, and secured message inquiries, addressing service clients' needs and fostering business relationships.
- Partnered with other department representatives to resolve complex customer service inquiries.
Implementation Specialist II
Adp- Automated Data Processing
04.2021 - 11.2023
- Analyzed financial regulation requirements and impact on clients.
- Assisted in defining project scopes and objectives, collaborating with all involved stakeholders to verify technical feasibility.
- Prepared business requirements and specs writing for the functional requirements of the scope of work.
- Maintained strict adherence to customer requirements for budgeting, regulatory compliance, and delivery deadlines.
- Edited implementation guidelines based on feedback and analysis of completed projects, improving subsequent timeframes and budget management considerations.
- Coordinated internal resources with third-party entities to maintain timely execution of project goals.
- Drafted internal implementation process templates to standardize and expedite repetitive work orders.
Customer Service Representative
El Paso County Tax Office
04.2019 - 03.2021
- Resolved customer inquiries, complaints, and issues, providing insightful solutions.
- Provided solutions, recommendations, and replacements with empathy and positive feedback.
- Returned customer calls and responded to inquiries and complaints.
- Auto Registration renewals
- Auto Title Transfers
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Event Specialist
Parks and Recreation Department, County of El Paso
01.2018 - 04.2019
- Led onsite execution of events, overseeing setup, breakdown, and troubleshooting any issues as they arose while maintaining composure under pressure for a professional outcome every time.
- Interfaced with clients to understand event objectives.
- Managed event logistics and operations.
- Elevated guest satisfaction by addressing concerns promptly and professionally during events.
- Negotiated and worked with venues and vendors to carry out event objectives.
- Analyzed post-event feedback, implementing improvements based on insights gained for future success rates of the events organized.
- Assessed overall event success continuously by tracking key performance indicators and utilizing data-driven insights for continuous improvement in planning and executing future events.
- Developed planning strategies while creating and maintaining best practices for budgets, project plans, event timelines, and presentations.
- Ensured smooth event operations through diligent coordination with vendors and staff members.
- Cultivated strong relationships with sponsors and partners, fostering long-term support for events.
- Analyzed performance and trends to recommend program improvements.
Education
Bachelor of Arts - Media Advertising
The University of Texas At El Paso
El Paso, TX05.2025
Skills
- Client Relationship Building
- Cross-functional coordination
- Delivery Management
- Multitasking
- Attention to Detail
- Goal Setting
- Time Management
- Social Media
- Graphic Design
- Training and coaching
- Strong Work Ethic
- Decision-Making
- Relationship Building
- Teamwork and Collaboration
- Creative Issue Resolution
- Marketing Communications
- Marketing
- Professionalism and etiquette
- Client relationship building
- Empathy and patience
Languages
Spanish
Professional Working
Timeline
Client Support Consultant I
Adp- Automated Data Processing
11.2023 - Current
Implementation Specialist II
Adp- Automated Data Processing
04.2021 - 11.2023
Customer Service Representative
El Paso County Tax Office
04.2019 - 03.2021
Event Specialist
Parks and Recreation Department, County of El Paso
01.2018 - 04.2019
Bachelor of Arts - Media Advertising
The University of Texas At El Paso
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