Brianna Wholey
Floor & Decor
Orlando ,Florida
13
years of professional experience
Pro Services Specialist supporting contractors and trade customers with order processing, product selection, and delivery updates. Coordinates across sales, inventory, and shipping to verify details, resolve delays, and keep orders moving accurately. Strengthens the in-store PRO Premier Rewards Program, PRO APP, and credit solution enrollments while training store teams on the selling process.
Work History
Pro Assistant Manager
2 Years 10 Months- Handle customer escalations weekly with calm communication and practical resolutions.
- Document customer issues, follow-up actions, and service notes in organized records.
- Support order tracking by verifying details and keeping customer updates accurate and timely.
- Maintain registration processing with close attention to customer details and data accuracy.
- Answer multi-line calls professionally while routing inquiries and maintaining a calm tone.
- Update databases with customer information, service notes, and completed follow-up actions.
Pro Services Specialist
9 Months- Handle inbound calls daily, directing customers to the right department and resolving routine questions quickly.
- Provide accurate product and order information to customers while maintaining a professional, courteous phone demeanor.
- Resolve customer concerns and escalations with empathy, applying issue triage to reach practical solutions.
- Maintain detailed records of customer interactions, order details, and recurring issues for follow-up and improvement.
- Coordinate with departments to track delivery updates, communicate delays, and keep customers informed proactively.
- Support product selection, store team training, and PRO program enrollment while sharing product knowledge and store policies.
Customer Service Representative
9 Years 3 Months- 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
2 Months- Handled over 100 to 150 customer calls per day in a fast-paced support environment.
- Documented customer calls and complaints in the CRM database with clear, detailed records.
- Provided advice and assistance tailored to customer needs, special requests, and concerns.
- Evaluated customer information to identify issues and develop practical solutions.
- Applied a consultative sales approach to match customer needs with relevant offerings.
- Pursued training opportunities to strengthen customer relationship management and service quality.
Education
High School Diploma
Skills
Customer/client relations
Complaint resolution
Scheduling
Inbound and outbound calling
Registration processing
Automated telephone systems
Documentation and reporting
Recordkeeping
Order tracking
Calendar coordination
Database updating
Client intake
Escalation management
Multi-line phone system operation
Issue triage
Education and Training
other,other
Timeline
Pro Assistant Manager
Floor & Decor
01.2024 - CurrentRead More
Pro Services Specialist
Floor & Decor
04.2023 - 01.2024Read More
Customer Service Representative
Aerotek
11.2020 - 01.2021Read More
Customer Service Representative
City Livin' Scapes LLC
01.2014 - 04.2023Read More
Newfield
High School Diploma
Read More