Briana McMillan
Riverside,CA
Summary
Self-motivated Lead Customer Service Representative recognized for multitasking numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem-solving abilities. Driven to boost productivity with top-notch analytical and management abilities.
Overview
7
7
years of professional experience
Work History
Operations Lead
NFI Logistics
Perris, CA
02.2023 - 01.2025
- Monitored and coached team on routine tasks critical to day-to-day operations.
- Supervised team of 23 employees, delivering mentoring, continuous training and guidance in job challenges.
- Removed clutter, straightened shelves and wiped down counters to maintain clean, welcoming environment.
- Trained new employees on daily tasks and procedures to teach staff [skills, resulting in knowledgeable and high-performing team.
- Responded quickly to customer inquiries, asking questions to better understand needs.
- Performed daily cycle counts and conducted physical inventory audits.
- Verified accuracy of invoices against purchase orders and resolved discrepancies.
- Directed warehouse team in stocking merchandise, pulling orders and setting up loads.
- Compared bills of lading against actual merchandise received, inspected for damaged goods and coordinated distribution to correct departments.
- Unpacked and examined incoming shipments to confirm consistency with records and routed materials to appropriate department.
- Reviewed carrier invoices for accuracy before submitting them for payment processing.
- Logged inbound and outbound discrepancies for wrong products, incorrect quantities and damages.
- Utilized various computer systems to track shipments throughout their journey from origin to final destination.
- Overseeing the implementation of new systems or technologies that increase efficiency or reduce costs.
Lead CSR
IDC LOGISTICS
Perris, CA
04.2020 - 12.2022
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Trained new employees on company customer service policies and service level standards.
- Directed inbound calls in phone queues to improve call flow.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Processed customer account changes with proprietary software.
- Developed processes for tracking inventory levels, purchases, and deliveries.
- Analyzed customer demand data to forecast future needs for ordering purposes.
Bindery Lead
RR Donnelley
Temecula, CA
07.2018 - 03.2020
- Collaborated with management team on long-term projects related to product development or process improvements.
- Conducted regular audits to check accuracy of existing binder material.
- Troubleshot any issues that arose during the binding process and took corrective action where necessary.
- Trimmed edges of books to size using cutting machines, book trimming machines or hand cutters.
- Gathered source materials from various sources such as websites, databases for inclusion in binders.
- Trained new staff members on proper procedures related to creating, updating, and managing binders.
Education
High School Diploma -
Tahquitz High School
Hemet, CA05-2015
Skills
- Credit card processing
- Account management
- Complaint resolution
- Membership renewals
- Shipping and receiving understanding
- Materials transport
- Customer support
- Loss prevention background
- CCTV tracking
- Report writing abilities
- CCTV Systems
- Team management
- Good work ethic
- Flexible schedule
- IBM AS/400
- Shipping and receiving
- Motivational attitude
- Production planning
- Scheduling coordination
- Warehouse management
- Order fulfillment
- Demand forecasting
- Facility management
- Acknowledgment of customer needs
- Logistics management
Timeline
Operations Lead
NFI Logistics
02.2023 - 01.2025
Lead CSR
IDC LOGISTICS
04.2020 - 12.2022
Bindery Lead
RR Donnelley
07.2018 - 03.2020
High School Diploma -
Tahquitz High School