Kayla Brim
Katy,TX
Summary
Proactive professional with 2 years at Walmart, including experience as a Senior Coordinator mentoring agents and supporting key projects. Skilled in investigations with proficiency in Excel, CRM, and case management systems. Recognized for adaptability, problem-solving, strong communication, and sound decision-making skills. Seeking a permanent role in Risk Operations to drive team success, enhance productivity, and contribute to organizational growth.
Overview
2026
2026
years of professional experience
Work History
Volunteer Risk OPS Seller Accountability
Walmart
- Assisting the Risk Operations team as a volunteer contributor, working seller risk cases to reduce queue volume and improve SLA compliance.
- Investigated and analyzed seller accounts using Walmart risk tools to detect policy violations, and abuse patterns.
- Demonstrated strong decision-making skills by independently assessing case details, identifying risks, and implementing appropriate resolutions
Customer Service Senior Resolution Coordinator
Walmart
08.2023 - Current
- Improved customer satisfaction by addressing and resolving cases in a timely and efficient manner
- Contributed to various projects, including Aged Cases, Seller Audits, Fix-It Escalations, and the Disputes Tracker
- Provided mentorship to peers in the WFS Disputes space, driving improvements in key performance metrics and boosting agent confidence.
- Maintained and updated project trackers, ensuring accurate data entry and regular uploads to Excel for team visibility.
- Provided support to peers by addressing questions and concerns related to case work.
- Led shadow sessions to upskill analytics teams on the disputes process, contributing to more informed evaluations and approvals of potential opportunities.
Customer Service Representative Supervisor
Riverway Business Services
Houston, TX
06.2020 - 09.2023
- Built strong rapport and relationships, contributing to high levels of customer satisfaction.
- Exercised effective leadership by providing clear guidance and support to teams, ensuring the consistent delivery of high-quality customer care
- Addressed escalated customer complaints and implemented solutions to restore satisfaction
- Answered inbound calls to greet and assist customers with various needs and questions
- Resolved customer issues using listening skills, professional attitude and problem-solving techniques
- Provided customers with clear understanding of charges, billing and price changes
- Monitored calls, online messages and live chat requests and verified quality of service delivered by center representatives
- Maintained positive business relationships with customers to promote return business and sales.
- Analyzed and addressed incidents involving customers who exhibited offensive behavior toward agents, ensuring a respectful and safe work environment.
Cashier Stocker
Walmart
Houston, TX
12.2016 - 06.2020
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Restocked and organized merchandise in front lanes
- Addressed customer needs and made product recommendations to increase sales
- Welcomed customers and helped determine their needs
- Greeted customers entering store and responded promptly to customer needs
Customer Service Representative
Iqor
Houston, TX
12.2014 - 10.2016
- Assisted the Risk Operations team as a volunteer contributor, working seller risk cases to reduce queue volume and improve SLA compliance.
- Investigated and analyzed seller accounts using Walmart risk tools to detect policy violations, and abuse patterns.
- Demonstrated strong decision-making skills by independently assessing case details, identifying risks, and implementing appropriate resolutions
Education
Bachelor Of Science In Nursing - Pediatric Nursing
Houston Community College
Houston, TXHigh School Diploma -
Westbury High School
Houston, TX05.2016
Skills
- Seller and Associate-Focused Support
- Strong Written and verbal Communication skills
- Detail-Oriented
- Strong Problem-Solving Abilities and investigational skills
- Effective Project and Time Management
- Excellent Organizational Skills
- Leadership and Team Development
- Conflict Resolution and De-escalation Techniques
Timeline
Customer Service Senior Resolution Coordinator
Walmart
08.2023 - Current
Customer Service Representative Supervisor
Riverway Business Services
06.2020 - 09.2023
Cashier Stocker
Walmart
12.2016 - 06.2020
Customer Service Representative
Iqor
12.2014 - 10.2016
Volunteer Risk OPS Seller Accountability
Walmart
Bachelor Of Science In Nursing - Pediatric Nursing
Houston Community College
High School Diploma -
Westbury High School