Joe Briyne

Dynamic and highly accomplished senior operations and logistics professional with 10+ years of experience in dispatch operations, customer service leadership, workforce management, fleet coordination, and last-mile delivery operations. Proven track record of improving operational performance, customer satisfaction, SLA compliance, and KPI achievement across high-volume environments. Skilled in real-time monitoring, escalation management, process improvement, quality assurance, and leading high-performing teams to exceed business goals.

Operations Support Analyst / Driver Support Specialist - SKIPCART / 7-ELEVEN - Dallas, Texas

(2023-01 - 2026-01)

• Monitored and optimized delivery-system configurations to improve operational efficiency and support 95%+ on-time delivery performance.
• Analyzed delivery market health, productivity metrics, and financial reports to identify trends and improve operational decision-making.
• Coordinated high-volume delivery transactions across multiple regions while maintaining SLA compliance and defect-free deliveries.
• Led process-improvement initiatives and updated operational SOPs, contributing to improved workflow efficiency and reduced escalations.
• Supported driver operations through real-time issue resolution, coaching, and navigation assistance, improving driver acceptance and completion rates by up to 20%.
• Reviewed claims and escalations to ensure timely lifecycle resolution and improved customer experience.
• Conducted quality audits of customer interactions, helping improve customer satisfaction and support consistency.
• Trained and coached driver support advisors on policies, systems, and customer service best practices.
• Proactively analyzed operational reporting to identify emerging issues and performance improvement opportunities.
• Delivered operational insights and presentations to leadership and cross-functional teams.

Assistant Store Manager - 7-ELEVEN FRANCHISE - RAMAS 2 INC. - McKinney, Texas

(2023-01 - 2023-01)

• Coordinated daily store operations to improve efficiency, profitability, and customer satisfaction.
• Resolved customer complaints and escalations while maintaining high customer service standards.
• Assisted in implementing sales and customer loyalty strategies that improved overall customer experience.
• Supported inventory, pricing, compliance, and operational audits to ensure adherence to company standards.
• Analyzed sales performance and market trends to identify growth opportunities and improve operational effectiveness.

Call Center Operations Manager - RIA SIKHONA MONEY TRANSFERS - California

(2018-01 - 2022-01)

• Managed end-to-end call center operations, implementing strategies and systems that improved service delivery and operational efficiency.
• Led workforce planning and scheduling processes, ensuring optimal staffing levels and achievement of daily service targets.
• Directed quality assurance initiatives and implemented operational policies that improved service consistency and customer experience.
• Improved operational escalations by 20%+ through proactive issue resolution, coaching, and process enhancements.
• Prepared executive workforce and performance reports, providing operational insights and staffing projections.
• Established statistical reporting and KPI tracking systems to monitor agent performance and ensure SLA compliance.
• Ensured completion of quality reviews for all agents while maintaining high performance standards.
• Facilitated incentive programs that increased employee engagement and quality performance.
• Collaborated with cross-functional teams to reduce costs and improve customer satisfaction.
• Developed evaluation tools, audit forms, and quality-control materials for customer-facing teams.
• Successfully established and scaled call center systems, processes, and operational workflows.
• Built strong relationships with global compliance teams to accelerate customer-service and compliance issue resolution.

Customer Experience Team Lead - ZOONA

(2017-01 - 2018-01)

• Coached and guided entrepreneurs and agents to improve operational performance and business growth.
• Managed monthly budgets and identified cost-saving opportunities while maintaining operational effectiveness.
• Conducted monthly performance reviews, audits, and site visitations to ensure SLA compliance and operational standards.
• Supported onboarding, performance management, and relationship management initiatives across multiple agent locations.
• Worked collaboratively with teams to implement customer experience improvements and share operational best practices.

Team Leader - CAPFIN PTY LTD

(2010-01 - 2017-01)

• Supervised and coached a team of 15–20 customer service agents in a high-volume contact center environment.
• Improved operational performance by monitoring BI reports and conducting daily, weekly, and monthly performance reviews.
• Maintained departmental targets including 90%+ answer rate, average call waiting time of 20 seconds, and quality scores of 4/5.
• Managed workforce planning functions including attendance, adherence, forecasting, planning, and scheduling.
• Led escalation handling and customer complaint resolution while improving customer satisfaction outcomes.
• Conducted performance management, coaching, and employee engagement initiatives to improve team productivity.
• Managed HR- and IR-related matters, attendance tracking, and return-to-work discussions.
• Oversaw incentive programs and KPI/KPA development to drive accountability and performance improvement.

TSA (Team Support Agent) - CAPFIN PTY LTD

(2010-01 - 2017-01)

• Managed and supported a team of 15–20 customer service agents while monitoring operational performance and service levels.
• Conducted coaching, workforce management, escalation handling, and performance improvement initiatives.

Sales Team Lead - ESSENTIAL MOBILE

(2010-01 - 2011-01)

Sales Executive - MANGO 5

(2009-01 - 2010-01)

International Corporate Sales Executive - THE BUSINESS ZONE

(2007-01 - 2009-01)

Bachelor's Degree - Human Resources Management / Personnel Administration - AFRICA UNIVERSITY

National Diploma - Human Resources Management - Mutare Polytechnic (2001-01 - 2001-01)

National Certificate - Human Resources Management - Mutare Polytechnic (2001-01 - 2001-01)