Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brianna Wholey

Orlando,FL

Summary

Knowledgeable and dedicated customer service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience

Work History

Pro Assistant Department Manager

Floor & Decor
Orlando, FL
01.2024 - Current
  • Answering incoming calls promptly and professionally.
  • Providing information about products, services, and order-related inquiries.
  • Directing calls to the appropriate department or personnel.
  • Processing orders accurately and in a timely manner.
  • Verifying order details to ensure accuracy.
  • Coordinating with other departments to fulfill orders efficiently.
  • Keeping track of order statuses and ensuring timely updates to customers.
  • Communicating any delays or issues with orders to customers proactively.
  • Providing tracking information and delivery updates.
  • Assisting customers with product selection and inquiries.
  • Resolving customer concerns and issues in a professional and courteous manner.
  • Offering solutions to problems and ensuring customer satisfaction.
  • Handling customer escalations with empathy and a focus on resolution.
  • Collaborating with relevant departments to address escalated issues.
  • Providing feedback to management to improve customer service processes.
  • Maintaining accurate records of customer interactions and order details.
  • Documenting any recurring issues or customer feedback for improvement.
  • Working closely with other departments such as sales, inventory, and shipping.
  • Collaborating with colleagues to ensure a seamless customer experience.
  • Staying updated on product knowledge and store policies.
  • Participating in training programs to enhance customer service skills.
  • Sharing insights and best practices with team members.
  • Identifying and resolving issues related to orders, deliveries, and customer concerns.
  • Implementing proactive measures to prevent future problems.
  • Gathering feedback from customers about their experience.
  • Reporting feedback to management for continuous improvement.
  • Collaborate with the Store Team to identify PROs in our Store.
  • Maintain extensive knowledge about Floor & Decor products.
  • Train and support the Store Team on how to use our selling process.
  • Offer and assist PROs to sign up for the PRO Premier Rewards
  • Program, download and demonstrate the benefits of the PRO APP.
  • Promote PRO Credit Solutions such as Commercial Business Account or PRO Premier Credit Card.
  • Excellent customer service skills and be results oriented. Multi-task, meet deadlines, and work in a fast-paced environment.

Pro Services Specialist

Floor & Decor
Orlando, FL
04.2023 - 01.2024
  • Answering incoming calls promptly and professionally.
  • Providing information about products, services, and order-related inquiries.
  • Directing calls to the appropriate department or personnel.
  • Processing orders accurately and in a timely manner.
  • Verifying order details to ensure accuracy.
  • Coordinating with other departments to fulfill orders efficiently.
  • Keeping track of order statuses and ensuring timely updates to customers.
  • Communicating any delays or issues with orders to customers proactively.
  • Providing tracking information and delivery updates.
  • Assisting customers with product selection and inquiries.
  • Resolving customer concerns and issues in a professional and courteous manner.
  • Offering solutions to problems and ensuring customer satisfaction.
  • Handling customer escalations with empathy and a focus on resolution.
  • Collaborating with relevant departments to address escalated issues.
  • Providing feedback to management to improve customer service processes.
  • Maintaining accurate records of customer interactions and order details.
  • Documenting any recurring issues or customer feedback for improvement.
  • Working closely with other departments such as sales, inventory, and shipping.
  • Collaborating with colleagues to ensure a seamless customer experience.
  • Staying updated on product knowledge and store policies.
  • Participating in training programs to enhance customer service skills.
  • Sharing insights and best practices with team members.
  • Identifying and resolving issues related to orders, deliveries, and customer concerns.
  • Implementing proactive measures to prevent future problems.
  • Gathering feedback from customers about their experience.
  • Reporting feedback to management for continuous improvement.
  • Collaborate with the Store Team to identify PROs in our Store.
  • Maintain extensive knowledge about Floor & Decor products.
  • Train and support the Store Team on how to use our selling process.
  • Offer and assist PROs to sign up for the PRO Premier Rewards Program, download and demonstrate the benefits of the PRO APP.
  • Promote PRO Credit Solutions such as Commercial Business Account or PRO Premier Credit Card.
  • Excellent customer service skills and be results oriented.
  • Multi-task, meet deadlines, and work in a fast-paced environment.

Customer Service Representative

City Livin' Scapes LLC
Orlando, FL
01.2014 - 04.2023
  • Answered telephones calls to field inquires from clients, vendors and various other callers seeking information.
  • Kept reception area clean an near to give visitors positive first impression.
  • Sorted, received and distributed mail correspondence between departments and personnel.
  • Drafted professional memos, letters and marketing copy to support business objectives and growth.
  • Prepared packages for shipment, pickup and courier servies for prompt delivery customers.
  • Aggregated and prepared documentation's and reports for office meetings, distribution an filing.
  • Welcomed all customers with friendly greeting, answer general questions, gather nature of visit and directed to specific offices.
  • Answered high-volume, multi-line telephone, directing callers to appropriate company personnel's.
  • Measured and cut flooring material to fit specific areas according to the instructions of the lead installer.
  • Assisted in unloading and stocking materials needed for flooring installation.
  • Removed existing flooring material such as carpets, tiles, or linoleum prior to new installation.
  • Maintained tools and equipment used in the installation process in good working order.
  • Followed all safety protocols while on job sites at all times.
  • Provided excellent customer service in a timely manner when interacting with clients on job sites.
  • Worked collaboratively with other team members to ensure successful completion of projects within deadlines.
  • Educated clients on best methods and products to clean new flooring.

Customer Service Representative

New York Vaccine
Orlando, FL
01.2021 - 06.2021
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Assisted customer with setting appointments.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Answer phone with friendly greeting to create positive inbound calling and experience for customers.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Managed over 100 to 150 customer calls per day

Customer Service Representative

Aerotek
Orlando, FL
11.2020 - 01.2021
  • Provided primary customer support to internal and external customer in a fast-paced environment.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Documented and detailed calls and complaints using cal centers CRM database.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Used consultative sales approach to understand customer needs and recommend relevant offering.
  • Managed over 100 to 150 customer calls per day.

Education

High School Diploma -

Newfield
06.2013

Some College (No Degree) -

Pasco Hernando State College

Skills

- Safety and Security procedures

- Registration Processing

- Automated Telephone Systems

- Decision- Making Abilities

- Conference and Meeting Planning

- Registration

- Time management

- Social perceptiveness

- Inbound and Outbound Calling

- Technical Support

- Multi-line phone talent

- Recordkeeping Strengths

- Scheduling

- Customer/Client relations

- Security awareness

- Professional demeanor

- Documentation and reporting

- Mailing Handling

- Organization Skills

- Responsible

- Good listening skills

- Teamwork

- Detail-oriented

- Complaint resolution

- Professional telephone demeanor

Timeline

Pro Assistant Department Manager

Floor & Decor
01.2024 - Current

Pro Services Specialist

Floor & Decor
04.2023 - 01.2024

Customer Service Representative

New York Vaccine
01.2021 - 06.2021

Customer Service Representative

Aerotek
11.2020 - 01.2021

Customer Service Representative

City Livin' Scapes LLC
01.2014 - 04.2023

High School Diploma -

Newfield

Some College (No Degree) -

Pasco Hernando State College

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Brianna Wholey