Brianna Walker
Dallas
Summary
Dedicated professional with strengths in customer service, time management, ability to track trends, and make data-driven decisions. Excellent written and verbal communication skills with strong background cultivating positive relationships. Ability to identify problems and implement successful solutions resulting in meeting and exceeding goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
UNDERWRITING SERVICE ASSISTANT
STATE FARM
2023.01 - Current
- Collaborated with agency partners and underwriting department to research and support proper risk assessment, enhancing daily support for 130-150 customers and doubling productivity in 6 months.
- Processed policy changes electronically for new and existing business, ensuring accuracy and compliance with underwriting and regulatory standards, which reduced errors by 4% and enabled timely processing.
- Spearheaded a team wellness initiative that promoted healthy habits and created a more inclusive, supportive work environment, increasing team engagement by 70%.
Associate Team Lead
H&R Block
2022.07 - 2023.01
- Monitored office KPIs and associate productivity, identified bottlenecks, and implemented real-time solutions to achieve seasonal revenue targets.
- Managed daily operations for high-volume retail tax office, ensuring compliance with corporate procedures and federal regulations during peak tax season.
- Streamlined tax preparation processes, improving overall efficiency and accuracy of service delivery.
TECHNICAL ANALYST
CONCENTRIX
2021.07 - 2022.06
- Diagnosed and troubleshot system, application, and connectivity issues, resulting in 80% first-contact resolution rate and reduced escalations.
- Provided technical assistance to 30 end users via phone, email, chat, and remote tools, minimizing downtime and expediting issue resolution.
- Improved customer satisfaction scores by 90% by delivering clear, empathetic, and solution‑focused support.
- Created reports summarizing issue trends and customer pain points, enabling leadership to prioritize system improvements.
ADMINISTRATIVE ASSISTANT
H&R BLOCK
2020.11 - 2021.06
- Managed high‑volume front desk operations, supporting 15 clients daily with a focus on professionalism and client satisfaction.
- Organized client files and tracked return statuses, ensuring timely follow‑through on missing information to enhance support for tax preparers.
- Organized client files, tracked return statuses, and ensured timely follow‑through on missing information to support tax preparers.
- Processed payments, issued receipts, and balanced end‑of‑day accounts with 100% accuracy, maintaining financial integrity.
Seasonal Sales Associate
Old Navy
2018.07 - 2019.02
- Processed transactions efficiently using point-of-sale systems, ensuring accuracy in cash handling.
- Maintained visual merchandising standards to promote brand identity and drive sales.
- Collaborated with team members to achieve daily sales goals and improve store performance.
- Resolved customer complaints effectively, fostering positive relationships and repeat business opportunities.
TEAM LEADER
TJ MAXX
2014.07 - 2018.08
- Led team of 7 associates in daily operations, merchandising, and customer service, resulting in exceeded store performance goals.
- Achieved 90% customer satisfaction scores through effective resolution of escalated issues and reinforcement of service standards.
- Managed opening/closing procedures and cash handling with 100% accuracy, ensuring accurate daily reconciliation.
- Provided coverage for front-end and back-end operations during peak hours and staffing gaps, maintaining smooth store flow.
- Delivered personalized service to 25-30 customers daily, efficiently resolving issues to improve overall shopping experience.
Education
BBA - BUSINESS ANALYTICS
University of North Texas
Denton, TX2020-12
Associate of Arts - BUSINESS
Collin College
Plano, TX2018-06
Skills
- Risk Assessment & Compliance
- Task Prioritization
- Problem Solving & Decision Making
- Attention to detail
- Strong organizational skills
- Multitasking
- Adaptability & Flexibility
- Teamwork and Collaboration
- Leadership and time management
- Customer service and communication
Certification
Microsoft Office Specialist: Excel, 06/01/16
Timeline
UNDERWRITING SERVICE ASSISTANT
STATE FARM
2023.01 - Current
Associate Team Lead
H&R Block
2022.07 - 2023.01
TECHNICAL ANALYST
CONCENTRIX
2021.07 - 2022.06
ADMINISTRATIVE ASSISTANT
H&R BLOCK
2020.11 - 2021.06
Seasonal Sales Associate
Old Navy
2018.07 - 2019.02
TEAM LEADER
TJ MAXX
2014.07 - 2018.08
BBA - BUSINESS ANALYTICS
University of North Texas
Associate of Arts - BUSINESS
Collin College