Brianna Romero
San Diego,CA
Summary
Operations Analyst with 6+ years of progressive experience across order management, procurement, service operations, and vendor coordination. Proven ability to analyze workflows, develop reporting tools, and drive data-backed decisions that improve efficiency and increase revenue. Adept at cross-functional collaboration, systems implementation, and delivering clear insights from complex operational data. Excited to bring strategic value and problem-solving skills to a high-impact operations analyst role.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Operations Analyst II
Illumina
12.2022 - 04.2025
- Specialized in workflows supporting service through billable revenue, including Break/Fix, Relocations, and Professional Services.
- Developed forecasting reports that enhanced revenue visibility and contributed to exceeding the $3.8M goal, starting the year at $4.1M.
- Performed in-depth analyses to monitor work order growth and set clear expectations for field team workload and capacity.
- Maintained ownership of the Case Queue for billable services, ensuring timely routing and resolution of service requests.
- Partnered with external vendor Tecan for Case and Work Order management, including communication on escalations and SLA adherence.
- Sustained vendor relationship with Tecan and delivered monthly renewal reports to track customer service contract status.
- Created custom reports and visualizations to support decision-making processes.
- Developed a robust knowledge management system in Sharepoint that enabled cross-functional teams to access relevant information on processes, leading to quicker resolution of customer issues.
Service Operations Analyst
Illumina
11.2021 - 12.2022
- Created and maintained a Service Operations scorecard to track key metrics, enabling data-driven process improvements.
- Managed 350+ work orders annually, overseeing relationship with a third-party vendor facilitating service to instruments
- Collaborated with Product, Engineering, and Customer Care teams to resolve service issues and improve turnaround times for customers.
- Utilized Salesforce(ServiceMax) to manage workflows, document case histories, and track customer interactions.
- Contributed to onboarding and documentation efforts, creating internal resources to support team knowledge sharing
- Facilitated strong inter-departmental communication to ensure seamless coordination in delivering high-quality services to customers.
Order Management Specialist
Memjet US Services, Inc.
11.2019 - 11.2021
- Track Customer Technical cases through JIRA, issue Return Merchandise Authorizations, and receive items into Inventory to initiate Failure Analysis.
- Liaise with management to resolve complex order issues and problems to maximize customer satisfaction.
- Provide order status to customers and inform them of back-orders and shipping delays.
- Maintain knowledge of new product offerings and changes for order provisioning processes.
- Host weekly customer credit hold meeting between Operations and Finance teams.
- Review Purchase Order Request from Internal Staff, raise Purchase Orders in NetSuite and issue to appropriate vendors.
- Prepare Commercial Invoices/Airway Bill for International shipments to customers.
- Contribute to process development within department after company restructuring.
- Support onboarding of new team member in Operations through Zoom training sessions.
- Received company wide employee recognition in January and May of 2021 (Star and Bravo Award).
Purchasing Manager
Trinity Woodworks,Inc.
02.2017 - 11.2019
- Decreased material expenses by 30% by substituting materials while maintaining quality standards.
- Oversaw all budgets and all purchasing needs for roughly $720,000 worth of materials for company's largest account, Starbucks, in 2018.
- Sourced vendors, built relationships and negotiated prices.
- Used historical data to forecast future spending and maximize savings.
- Procured materials for special projects.
- Submitted monthly reports to senior management.
- Established clear lines of communication between business and clients.
Inventory Specialist
Trinity Woodworks, Inc.
02.2016 - 02.2017
- Supervised inventory cycle counting processes, including accounting and surplus records, product damages and product returns.
- Recorded adjustments, pallet audits and tracked discrepancies.
- Used 3PL warehousing system to manage client inventory.
- Ensured traceability of cargo through documentation.
Administrative Assistant
Trinity Woodworks, Inc.
02.2015 - 02.2016
- Processed and verified monthly average of 80 invoices.
- Established data entry priorities, sorted data and entered accurately.
- Supported engineering team by preparing documents used in production lines.
- Acted as first point of contact to greet and welcome customers in a friendly, courteous manner.
Education
Bachelor of Science - Psychology
University of La Verne
La Verne, CA05.2014
Skills
Tools & Systems: NetSuite Salesforce JIRA Tableau
Operational Expertise: Order Management Inventory Reconciliation International & Domestic Shipping
Core Competencies: Analytical Skills Leadership Experience Customer Service Interpersonal Communication Cross-functional Teamwork Cultural Awareness
Certification
- Crucial Conversations
- LinkedIn Learning: Communicating with Confidence
Center for Creative Leadership Certifications:
- Bounding Spanning Leadership
- Lead 4 Success
Timeline
Service Operations Analyst II
Illumina
12.2022 - 04.2025
Service Operations Analyst
Illumina
11.2021 - 12.2022
Order Management Specialist
Memjet US Services, Inc.
11.2019 - 11.2021
Purchasing Manager
Trinity Woodworks,Inc.
02.2017 - 11.2019
Inventory Specialist
Trinity Woodworks, Inc.
02.2016 - 02.2017
Administrative Assistant
Trinity Woodworks, Inc.
02.2015 - 02.2016
Bachelor of Science - Psychology
University of La Verne
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