Breshana Franklin
Richmond
Summary
Detail-oriented professional in shipment inspection and customer service. Proven ability to enhance processes and ensure compliance, contributing to a safer and more efficient work environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Gate Checker
PepsiCo
Houston
2022.10 - Current
- Inspected incoming and outgoing shipments for accuracy and compliance.
- Verified product quantities against delivery documents during gate checks.
- Coordinated with warehouse staff to enhance efficiency in loading and unloading processes.
- Assisted drivers with directions and processing paperwork at the gate.
- Reported discrepancies and issues to management to facilitate timely resolutions.
- Trained new staff on gate checking procedures and safety guidelines.
- Monitored flow of people through terminal and addressed potential safety threats or hazards to maintain a safe environment.
Support Manager
Walmart
McDonough
2015.05 - 2021.04
- Managed daily operations and workflows for customer support teams.
- Oversaw resolution of customer inquiries across multiple channels.
- Streamlined processes to enhance team efficiency and improve response times.
- Monitored customer service performance metrics to pinpoint improvement opportunities and drive better outcomes.
- Analyzed customer feedback to identify trends and areas for improvement.
- Handled escalated calls from customers requiring additional assistance or specialized knowledge.
- Trained and mentored staff on best practices and company policies.
- Trained new employees on company policies and procedures related to customer service.
- Provided ongoing training to maintain productivity and effectiveness of staff.
- Developed strategies for effectively managing difficult customer interactions, resulting in higher customer satisfaction.
- Monitored staff interactions with customers to provide real-time coaching.
- Created weekly schedules for team members and enforced timely shift start and end times.
- Managed daily operations of the customer service department, including staffing schedules and resource allocation.
- Coordinated with external vendors to resolve complex technical problems.
- Reported concerns and recommendations from clients and employees to senior management.
- Conducted regular meetings with staff members to discuss challenges faced by customers.
- Implemented company-wide policy changes and initiatives to improve support capabilities.
- Managed multiple projects simultaneously while maintaining high standards of quality control.
- Assigned work and monitored performance of project personnel.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed completed work to verify consistency, quality, and conformance.
- Implemented quality control measures to uphold company standards.
Education
High School Diploma -
Jonesboro High School
Jonesboro Ga2013-05
Skills
- Shipment inspection
- Product verification
- Compliance monitoring
- Safety management
- Process improvement
- Customer service
- Attention to detail
- Staff training
- Effective communication
- Conflict resolution
- Integrity in operations
- Team player
- Self-motivation
Certification
- CPR/AED
Timeline
Gate Checker
PepsiCo
2022.10 - Current
Support Manager
Walmart
2015.05 - 2021.04
High School Diploma -
Jonesboro High School