Brianna Christianson
Cherokee Village
Summary
Results-driven customer service professional with a focus on team leadership and client satisfaction. Experienced in managing escalated customer issues and building strong rapport through effective communication. Dedicated to improving operational processes and enhancing customer experiences. Strong work ethic and adaptability, with a proven track record in problem-solving and collaboration.
Overview
4
4
years of professional experience
Work History
Customer Escalation Specialist
Walmart
Bentonville
04.2025 - 07.2026
- Handled customer escalations with empathy and professionalism.
- Investigated and resolved escalated customer inquiries in a timely manner.
- Conducted detailed research on customer complaints and determined appropriate solutions.
- Collaborated with management to resolve complex customer issues.
- Adhered strictly to company guidelines while managing escalated cases.
- Ensured compliance with applicable laws and regulations when dealing with escalated cases.
- Utilized CRM software to document and track customer interactions.
- Demonstrated ability to work independently as well as collaboratively within a team environment.
New Hire Training Lead
Walmart
Bentonville
04.2025 - 09.2025
- Developed and implemented a comprehensive onboarding program for new hires.
- Facilitated training sessions on company policies and procedures.
- Mentored new hires to foster team integration and support.
- Collaborated with department managers to tailor training content.
- Evaluated training effectiveness through feedback and assessments.
- Conducted follow-up sessions to reinforce learning and retention.
- Monitored progress of trainees to ensure they were meeting goals and objectives set forth by management.
- Identified areas where additional training was needed and developed plans to address them accordingly.
- Provided ongoing coaching and feedback on performance issues arising from new hires.
- Developed instructional materials using Walmart's training resources.
Customer Escalation
Walmart
Bentonville
10.2023 - 04.2025
- Handled customer escalations with empathy and professionalism.
- Drove customer escalations to resolution by engaging directly with clients.
- Investigated and resolved escalated customer inquiries in a timely manner.
- Acted as a liaison between customers and other departments during resolution process.
- Monitored incoming calls, emails, and chats to identify any potential escalations.
- Provided customer service support to customers experiencing technical issues.
- Provided training and support to new team members on processes.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Managed multiple tasks simultaneously while maintaining focus on accuracy and attention to detail.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Resolution Specialist
Walmart
Bentonville
04.2023 - 10.2023
- Collaborated with cross-functional teams to deliver comprehensive resolutions for customer inquiries.
- Facilitated communication among internal departments, including sales, billing, collections, and technical support, to ensure complete resolution of customer issues.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Tracked resolutions and documented case histories using company systems to ensure accurate record-keeping.
Resolution Coordinator
Walmart
Bentonville
07.2022 - 04.2023
- Coordinated resolution processes for customer service inquiries at Walmart.
- Collaborated with cross-functional teams to streamline workflows and improve communication.
- Maintained updated knowledge of Walmart policies and procedures for customer support.
- Documented interactions and resolutions in the company's case management system efficiently.
- Provided insights into the effectiveness of current processes used for addressing complaints from customers.
- Utilized problem solving skills when dealing with challenging situations or difficult customers.
Store Shift Lead
Murphy USA
Ash Flat
01.2022 - 07.2022
- Supervised daily operations and ensured compliance with safety standards.
- Managed inventory levels and organized stock replenishment processes.
- Resolved customer inquiries and provided effective solutions promptly.
- Handled cash register transactions accurately while providing excellent customer service.
- Assisted in cash handling and maintained accurate register balances.
- Performed opening and closing procedures such as setting alarm systems, counting money.
- Completed opening and closing duties to facilitate business operations.
- Monitored fuel quality and performed routine safety checks on equipment.
- Provided support to team members to improve overall performance.
Education
High School Diploma -
Highland Highschool
Cherokee Village, AR05-2015
Some College (No Degree) - Nursing
University of Arkansas Community College Batesvill
Batesville, ARSome College (No Degree) - Licensed Practical Nurse
Ozarka College
Ash Flat, ARSkills
- Customer relationship management
- Customer interaction management
- Customer service support
- Complaint resolution
- Complaint handling
- De-escalation techniques
- Issue resolution
- Technical troubleshooting
- CRM data management
- Process documentation
- Software utilization
- Cross-functional collaboration
- Team leadership
- Collaboration and Teamwork
- Training development
- Staff training
- Coaching
- Effective communication
- Conflict resolution
- Problem solving
- Problem-solving abilities
- Detail orientation
- Time management
- Adaptability
- Compliance adherence
- Diversity and inclusion
- Computer literacy
- Microsoft Office/Word
- Excel
- Outlook
- PowerPoint
- Windows
- Mentor
- Diversity and inclusion
- Mentor
Timeline
Customer Escalation Specialist
Walmart
04.2025 - 07.2026
New Hire Training Lead
Walmart
04.2025 - 09.2025
Customer Escalation
Walmart
10.2023 - 04.2025
Resolution Specialist
Walmart
04.2023 - 10.2023
Resolution Coordinator
Walmart
07.2022 - 04.2023
Store Shift Lead
Murphy USA
01.2022 - 07.2022
High School Diploma -
Highland Highschool
Some College (No Degree) - Nursing
University of Arkansas Community College Batesvill
Some College (No Degree) - Licensed Practical Nurse
Ozarka College