Summary
Overview
Work History
Education
Skills
Timeline
Generic

Briana Walker

Decatur,GA

Summary

Dedicated and knowledgeable individual with vast experience providing exceptional customer support to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Proficient in analyzing complex commission and payment issues, collaborating with teams to find effective solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Ready to leverage expertise to advocating for clients and ensuring their success at LTK.

Overview

12
12
years of professional experience

Work History

Chat Client Support Specialist

Live ops - Nike Inc.
01.2021 - Current
  • Managed multiple simultaneous conversations in an organized fashion
  • Provided exceptional customer service by resolving customer inquiries in a timely and accurate manner
  • Monitored live chat sessions to ensure that all inquiries were answered promptly and professionally
  • Collaborated with colleagues from various departments including Sales, Marketing, Technical Support., in order to resolve escalated cases quickly
  • Developed strategies to ensure efficient resolution of customer inquiries and complaints.
  • Communicated technical concepts to non-specialists and documented best practices to drive team development.

Client Care Team Member

Fairview Animal Hospital
07.2019 - 03.2020
  • Proficient in software tools including Avimark, MS Word, MS Excel, and MS PowerPoint
  • Provided information to customers about veterinary products and services
  • Recorded details of customer transactions, interactions, inquiries, complaints, and comments
  • Prioritized data entry daily to ensure customers’ needs were met
  • Effectively identified customer concerns over the phone and in person
  • Maintained appropriate client reminders, inventory/status reports.

Client Service Manager

Clairmont Animal Hospital
11.2017 - 10.2018
  • Prepared and reviewed staff and department schedules
  • Determined department goals and deadlines
  • Worked directly with product reps to maintain supplies of all necessary goods
  • Improved internal procedures and policies
  • Conducted administrative and clerical personnel duties such as interviewing, hiring, training, evaluating, disciplinary action, and termination
  • Cooperated with senior personnel to ensure smooth support operations
  • Performed excellent clerical duties
  • Provided support to other personnel in their projects and work activities
  • Developed projects and growth strategies that offered the company opportunities to minimize paper waste production while becoming more technologically advanced and reduce annual spending.

Client Service Specialist

Clairmont Animal Hospital
10.2015 - 11.2017
  • Proficient in software tools including Avimark, MS Word, MS Excel, and MS PowerPoint
  • Provided information to customers about veterinary products and services
  • Recorded details of customer transactions, interactions, inquiries, complaints, and comments
  • Prioritized data entry daily to ensure customers’ needs were met
  • Effectively identified customer concerns over the phone
  • Arranged for billing
  • Provided excellent customer service with customers in person and by phone
  • Maintained a positive and professional phone demeanor
  • Performed office duties such as data entry, word processing, filing, and copying.

Patient Care Specialist

Clairmont Animal Hospital
05.2012 - 10.2015
  • Provided basic veterinary care under the direction of veterinarians
  • Observed and monitored animal condition and behavior for illness, injury, distress, and abnormalities
  • Held or restrained animals comfortably during veterinary lab procedures
  • Administered medications, vaccines, and treatments
  • Collected and observed lab specimens from the patients
  • Maintained animals’ hygiene by clipping claws, bathing, and cleaning teeth
  • Performed routine laboratory tests
  • Helped veterinary staff during exams, surgeries, and euthanasia procedures
  • Provided emergency first aid for sick or injured animals.

Education

Biology -

GA State University

Skills

  • Account Management
  • Billing
  • Issue and Complaint Resolution
  • Online chat multitask
  • Documentation and Reporting
  • Client Support
  • Hiring and Team Leadership
  • MS Excel
  • Payment Tickets
  • Call Center Operations

Timeline

Chat Client Support Specialist

Live ops - Nike Inc.
01.2021 - Current

Client Care Team Member

Fairview Animal Hospital
07.2019 - 03.2020

Client Service Manager

Clairmont Animal Hospital
11.2017 - 10.2018

Client Service Specialist

Clairmont Animal Hospital
10.2015 - 11.2017

Patient Care Specialist

Clairmont Animal Hospital
05.2012 - 10.2015

Biology -

GA State University

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Briana Walker