Briana Filgueiras
Hialeah
Summary
Detail-oriented team player with strong leadership skills and background in Criminal Justice. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Contact Center Associate II
Space Coast Credit Union
05.2022 - Current
- Exceeded performance metrics consistently by maintaining a high level of productivity and quality assurance in chat, secure message, and phone call interactions.
- Investigated and resolved customer inquiries and complaints quickly.
- Assisted new staff with operation procedures.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
Contact Center Associate
Space Coast Credit Union
06.2021 - 05.2022
- Executed wire transfers, stop payments and account transfers.
- Received loan and utility payments, sending funds to correct destinations.
- Calculated fees due, interest and change for customer transactions.
- Evaluated customer data to identify and prevent fraudulent activities.
911 Communcations Dispatcher
Broward County Sheriff's Office
01.2021 - 05.2021
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Read system maps and caller information, and documented all details in system.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
Process Assistant Manager
Amazon Logistics
08.2020 - 01.2021
- Managed scheduling and task delegation for 135-member warehouse team.
- Track and report ATS/Labor Hours and reduced indirect hours by 30%
- Handled day-to-day shipping overseeing more than 80,000 packages per day.
- Assisted with launching DMF5 (Miami) Delivery Station.
- Boosted team performance with an overall average 20 minute picking rate with enhanced employee evaluation processes.
- Investigated and documented thefts and suspicious activity to improve issue prevention.
- Trained personnel on security best practices, protocols and procedures.
Logistics Lead Manager
Tech Data Corporation
03.2016 - 02.2020
- In charge of staffing, performance management and reviews, coaching, mentoring, salary development and budget allocations.
- Managed over $300 million in inventory and 25 employees in 300,000 square-foot warehouse.
- Observed video surveillance systems for prompt emergency response.
- Investigated and documented thefts and suspicious activity to improve issue prevention.
- Worked with auditors to conduct investigations into suspected theft or fraud by internal personnel.
Education
Bachelor of Science - Criminal Justice
Strayer University
12.2019
Skills
- Fluent in English and Spanish
- Fraud detection
- Project management
- Team building
- Training
- Organizational development
- Asset Protection
- Critical Thinking
- Operational Improvements
- Theft Detection
- Operational Analysis
Timeline
Contact Center Associate II
Space Coast Credit Union
05.2022 - Current
Contact Center Associate
Space Coast Credit Union
06.2021 - 05.2022
911 Communcations Dispatcher
Broward County Sheriff's Office
01.2021 - 05.2021
Process Assistant Manager
Amazon Logistics
08.2020 - 01.2021
Logistics Lead Manager
Tech Data Corporation
03.2016 - 02.2020
Bachelor of Science - Criminal Justice
Strayer University
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