Briana Jones
MCALLEN
Summary
Customer operations professional with experience in delivery investigations, seller support, and technical troubleshooting. Skilled in root cause analysis, risk mitigation, and resolving complex cases in fast-paced, remote environments.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Senior Resolution Coordinator
Walmart
McAllen
07.2023 - Current
- Conduct in-depth investigations into delivery discrepancies to ensure order accuracy and prevent fraudulent activity.
- Analyze case data to identify trends, assess risk, and determine appropriate reimbursement actions.
- Escalate driver-related compliance concerns while maintaining adherence to company policies and quality standards.
- Cross-trained in Core Support to assist Walmart sellers with account health, performance metrics, and operational concerns.
Technical Support Representative
Conduent
Starkville
01.2020 - 06.2023
- Provided remote troubleshooting support for Apple devices, including hardware, software, and connectivity issues.
- Guided customers through structured problem-solving to resolve iOS, macOS, and device setup concerns.
- Maintained detailed documentation while ensuring data privacy and security compliance.
- Consistently met performance metrics for first-call resolution, quality assurance, and customer satisfaction.
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
Starkville
08.2020 - 12.2021
- Assisted healthcare members with benefits, claims, and eligibility inquiries while maintaining HIPAA compliance.
- Navigated multiple systems to document cases accurately and resolve complex concerns.
- Improved first-contact resolution by identifying root causes and minimizing escalations.
- Met established KPIs for quality, handle time, and attendance.
Account Service Representative
Cspire Wireless
Starkville
03.2018 - 07.2020
- Delivered exceptional customer service by resolving inquiries and issues, enhancing client satisfaction and loyalty.
- Managed account updates and billing inquiries, ensuring accuracy and compliance with company policies.
- Collaborated with cross-functional teams to streamline account management processes, improving operational efficiency.
Electronics Sales Associate
Best Buy
Tupelo
07.2015 - 03.2018
- Assisted customers in identifying their electronics needs, resulting in increased customer satisfaction and repeat business.
- Demonstrated product features and functionality, enhancing customers' understanding and driving sales performance.
- Maintained an organized sales floor by restocking merchandise and ensuring displays were visually appealing.
Education
Bachelor of Arts - Kinesiology
Mississippi State University
Starkville, MS 08.2017 - 05.2022
Skills
- Delivery discrepancy investigation
- Case data analysis
- Risk assessment
- Compliance escalation
- KPI achievement
- Root cause analysis
- Cross-functional collaboration
- Problem-solving aptitude
- Conflict resolution
- First-call resolution
- Remote troubleshooting
Timeline
Senior Resolution Coordinator
Walmart
07.2023 - Current
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
08.2020 - 12.2021
Technical Support Representative
Conduent
01.2020 - 06.2023
Account Service Representative
Cspire Wireless
03.2018 - 07.2020
Bachelor of Arts - Kinesiology
Mississippi State University
08.2017 - 05.2022
Electronics Sales Associate
Best Buy
07.2015 - 03.2018