Brianna Thomas
Bentonville ,AR
Summary
Professional Customer Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Overview
3
3
years of professional experience
Work History
Facilities Support Specialist / A1 Role
Insight Global
Remote, AR
07.2025 - Current
- Assisted agents with advanced troubleshooting for Help Desk inquiries to enhance resolution effectiveness.
- Provided agents WIKI articles and links to allow them to grasp the knowledge.
- Approved agent escalations following thorough troubleshooting for review by higher tiers (L3's) to ensure quality support.
- Occasionally completed outbound calls to techs for follow ups.
- Executed point changes and resolved IoT errors, addressing critical issues to maintain operational integrity.
- Participated in weekly team huddles to review service performance and identify improvement areas.
Facilities Support Specialist/ Agent Role
Insight Global
Remote, AR
05.2024 - 07.2025
- Answered on average 25 calls daily, providing technical support for Walmart and Sam's Club locations nationwide, focusing on HVAC, Refrigeration, and Lighting systems.
- Utilize Energy Management Systems (EMS) to monitor and adjust HVAC, lighting and refrigeration systems remotely.
- Consistently managed call handle time while ensuring high-quality service and accurate troubleshooting.
- Maintain detailed records of troubleshooting steps and resolutions.
- Created escalations for further review if resolutions were not able to be found, once approval was obtained from A1 or TL.
Work Order Specialist
Insight Global
Remote, AR
08.2023 - 05.2024
- Precisely analyzed 275 inbound facility maintenance work orders daily to determine priority and dispatch technicians.
- Communicated with technicians and managers to follow up on aging work orders and drive timely completion.
- Assisted in locating parts, confirming deliveries, and sourcing alternate providers for quicker lead times.
- Collaborated as a team to maintain a daily work order queue of zero.
Customer Service Liaison
Walmart Super Center
Bentonville, AR
04.2023 - 08.2023
- Handled an average of 150 daily customer complaints, inquiries, and service requests with professionalism.
- Maintained customer satisfaction by proactively resolving concerns and focusing on customer needs.
- Supported Coaches with cash handling, maintenance work order submissions, and scheduling.
- Provided guidance to members on 'self-service' technology for improved customer experience.
Education
High School Diploma -
Rogers Heritage High School
Rogers, AR05-2016
Skills
- Customer Service
- Leadership
- Time Management
- Inbound/Outbound Calls
- Communication Skills
- Microsoft Word
- Conflict Resolution
- Detail Oriented
- Remote support
- Technical troubleshooting
- Escalation handling
Timeline
Facilities Support Specialist / A1 Role
Insight Global
07.2025 - Current
Facilities Support Specialist/ Agent Role
Insight Global
05.2024 - 07.2025
Work Order Specialist
Insight Global
08.2023 - 05.2024
Customer Service Liaison
Walmart Super Center
04.2023 - 08.2023
High School Diploma -
Rogers Heritage High School