Luciana Giles

Dedicated, service-focused collaborator, seeking to obtain a career in a customer service-related position where I can utilize my experience and skills for the successful completion of each job task. Resolute worker with the ability to quickly learn new concepts and skills.

Administrative Coordinator (Shipping) - American Kraft Paper - Pine Bluff, Arkansas

(2025-07)

• Provide daily traffic reports for carriers.
• Setting up Ready/Plan loads to the carriers.
• Monitoring service from carriers (drop and giveback loads), to help reset when needed.
• Vet potential carriers to determine if they will be a good fit for our traffic.
• Setup carriers and assign appointments.
• Track load availability.
• Monitor loads being released from system for customer delivery.
• Create and update SOPs.
• Create and update manifest loads.
• Truck Routes Maintenance
• Create/edit loads for carriers.
• Update Carrier Contracts
• Maintenance Consignee Transport Master
• Maintain Fuel Surcharge
• Assist carriers with complaints/concerns.

HR Administrator/Safety Assistant - Twin Rivers/American Kraft Paper - Pine Bluff, Arkansas

(2024-05 - 2025-07)

• Manage the recruitment cycle in Paycom.
• Interview applicants with leadership team.
• Organize orientation for new recruits.
• Present Power Point Presentations.
• Post job bids and job awards.
• Schedule interviews.
• Create the interview and new hire packets.
• Answer/transfer calls.
• Maintain spreadsheet.
• Manage employee records.
• Update Paycom information.
• Provide administrative duties for recruitment and on-boarding.
• Provide general administrative support to the facility.
• Cross trained on payroll process.
• Administer hearing test.
• Administer drug test.
• Manage hearing test spreadsheet.
• Manage First Aid cabinets around the mill.

HR Assistant - A-Team Temp Service - Pine Bluff, Arkansas

(2024-02 - 2024-05)

• Answer/transfer calls.
• Maintain spreadsheet.
• Manage employee records.
• Schedule interviews
• Create new hire packets.
• Create interview packets.
• Provide administrative duties for recruitment and on-boarding.
• Provide general administrative support to HR department as well as other team members.

Fraud Resolution Specialist/Customer Service Representative II (Contract) - DISYS - St. Petersburg, Florida

(2022-01 - 2022-03)

• Data Entry
• Provide customer service by phone, email, or instant message to consumers.
• Served as primary contact for inbound customers issues via Predictive Dialer.
• Closed/blocked customers debit/credit card due to fraud.
• Unblocked customers debit/credit card when fraud use was nor verifiable.
• Escalated technical issues.
• Processed a high call volume of customer inquiries regarding FIS services.
• Follow-up on escalated issues.
• Track and document inbound support request and ensure proper notation.
• Updated customer accounts.

Shipping/Receiving Coordinator - Novus - Little Rock, Arkansas

(2017-06 - 2021-12)

• Coordinated delivery and shipment schedules and provided necessary data for proper pick-up and delivery
• Create/edit PO's.
• Create/edit TO's.
• Completion of pre-open/post-closing tasks.
• Completed various business processes using ERP.
• Enter production using SAP.
• Ensure office/warehouse was clutter free.
• Check Outlook emails daily and respond in a timely manner.
• Answering calls
• Transfer call using multi-line IP phone.
• Assist customers with complaints/concerns.
• Greet customers.
• Organized files
• Assist with technical issues with warehouse devices (RF, forklift computer, PC, etc.)
• Collaborate closely with staff to understand and assist with implementing action plans to achieve the required goals
• Transfer, coordinate, and execute hazardous waste drums.
• Lock out/Tag out various equipment.
• Weigh drivers on/off scale.
• Completed scale tickets for drivers.
• Coordinate and participate in safety meetings.
• Maintain EXCEL spreadsheets regarding all inventory.
• Convert material from kilograms to pounds.
• Worked closely with QC to ensure product met correct specifications.
• Communicate with Little Rock Port Authority regarding product delivery and empty railcar pickup.
• Maintained an accurate amount of product for the plant.
• Maintain WM bin for Manufacturing and Distribution locations.
• Maintain in-transit arrivals of products for Manufacturing and Distribution locations.
• Removed empty rail cars out of inventory using Logistics Management
• Assists with Annual Physical Inventory and independent auditor teams.
• Assists with other Manufacturing & Distribution activities as requested by the supervisor.
• Maintained inventory accuracy and WM bin accuracy to support world-class delivery of products to both internal and external customers

Customer Service Lead - Glazer's - North Little Rock, Arkansas

(2014-03 - 2016-07)

• Created/edited/deleted new account for the State of Arkansas via SAP
• Trained team in SAP.
• Maintain inventory.
• Placed/edited/deleted orders via SAP.
• Managed customer complaints/concerns.
• Assigned duties to customer service representatives.
• Answer phones
• Directed calls to appropriate individuals.
• Placed calls to customers regarding their order/orders.
• Worked with Arkansas Beverage Control regarding old/new Liquor Licenses
• Ordered supplies for company.

Patient Care Technician - UAMS - Little Rock, Arkansas

(2004-03 - 2008-08)

• Assisted doctors and nurses in ensuring great care for all patients.
• Managed administrative duties (e.g., answering phones, scheduling appointments, maintaining medical records, patient processing, etc.)
• Check vitals of all patients.
• Phlebotomy
• Ensured the cleanliness, sanitation and maintenance of all facilities, exam rooms, and equipment.

Administrative Assistant/Customer Service Lead - Best Security - Little Rock, Arkansas

(2007-10 - 2011-07)

• Greet Customers
• Answering incoming calls
• Managed employee's schedule and assist with payroll and schedules.
• Schedule installation appointments for individual/business customers
• Schedule appointments for discontinued services
• Maintain records.
• Assist with on-boarding of new employees.

Master Certificate - Early Childhood Education, Diversity, and Inclusion - Walden University (2015)

Master's Degree - Information Systems - University of Phoenix (2013)

Bachelor's Degree - Information Technology - University of Phoenix (2011)

Medical Assistant Certificate - Medical Assisting - Eastern College of Health (2001)