Briana Ramirez
Santa Fe Springs
Summary
I am an experienced professional with a strong background in high volume data entry and managing complex accounts. In my recent roles, I’ve moved beyond standard administrative work to become a Subject Matter Expert (SME), where I’m responsible for creating Standard Operating Procedures (SOPs) and training our team on how to handle national accounts correctly. I have a proven track record of keeping logistics and accounting data organized and accurate, even when dealing with high volume daily workloads. My goal is always to keep operations running smoothly behind the scenes while ensuring our clients get the high quality service they expect.
Overview
14
14
years of professional experience
Work History
Key Account Coordinator
LOWES PRO SUPPLY
05.2023 - Current
- Subject Matter Expert (SME) acting as the go to person for our team when they need solutions for complicated account issues
- Personally created and updated Standard Operating Procedures (SOPs) for our national accounts to make sure our workflow is consistent and accurate
- High volume data entry, logistics coordination, and managing complex national accounts.
- Negotiated terms with customers in order to maximize profits while maintaining a positive relationship.
Customer Service Representative
LOWES PRO SUPPLY
10.2020 - 05.2023
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Maintained extensive knowledge of company products to provide accurate recommendations.
- Responded to inquiries and resolved complaints following standard operating procedures.
- Handled a high volume of inquiries with a focus on speed and accuracy.
Dispatcher
PAPE
07.2015 - 11.2017
- Managed all data entry and documentation for regional deliveries.
- Oversaw dispatch activities and enforced compliance with laws and regulations.
- Assigned loads to drivers based on designated routes and driver locations.
- Utilized locator aids to select the safest and fastest routes for driver locations.
- Handled conflict resolution and mediation between drivers and management.
Customer Service
U.S. PROTECTION
09.2014 - 07.2015
- Exceeded performance metrics related to quality and administrative efficiency.
- Managed and resolved customer issues by following determined technical scripts.
Customer Service Representative
G STAGE
05.2012 - 09.2014
- Organized weekly sales reports for the sales department to track product success.
- Maintained up-to-date knowledge of store policies regarding payments and returns.
- Performed opening and closing procedures, including cash register auditing and restocking.
Skills
- Account analysis
- Relationship management
- Data-driven decision making
- Key account management
- Awarded "culture champion" for consistently supporting team members, demonstrating leadership within the department
- Subject matter expert (SME), SOP Development, Process Improvement, Employee training and Mentorship
Accomplishments
Culture Champion (Lowes Pro Supply): Recognized for outstanding leadership, maintaining high team morale, and consistently supporting colleagues in a fast pace environment
Training & Mentorship: Successfully onboarded and trained new associates on internal software and account management protocols, ensuring a high standard of data accuracy across the department
Timeline
Key Account Coordinator
LOWES PRO SUPPLY
05.2023 - Current
Customer Service Representative
LOWES PRO SUPPLY
10.2020 - 05.2023
Dispatcher
PAPE
07.2015 - 11.2017
Customer Service
U.S. PROTECTION
09.2014 - 07.2015
Customer Service Representative
G STAGE
05.2012 - 09.2014