Customer Service Operations Manager

“ONYX”

ANTOINETTE

BRICE

Fort Worth, Tx

Phone: 817-***-****

Email: *********@*****.***

About

Enthusiastic, Energetic, Goal Oriented, Motivated, Individual with years of managerial experience. Specializing in uncovering customers needs, while focusing on the company’s goals as well. A professional with strong background directly interfacing with customers who is seeking a position with a company that I can grow with and retire from. A professional with years of dedicated experience, and one who works well under strict deadline schedules with attention to detail, computer proficient, and have excellent verbal and written communication skills. Well-versed in products, services, and consumer trends. Dependable, achiever committed to holding highest ethical standards and maintaining customer and employee and employer trust. As I pride myself in operating with an uncompromising integrity.

Experience

Client Experience & Engagement Manager

Frank Kent Cadillac / Arlington, Texas

2020-2024

Focused on customers needs as they came into dealership, ensured that all customers left satisfied and happy with whatever service they came in for. Reviewed customers trade in requests, negotiated with customers about trade in price, and worked with sales team to place customers into the vehicle of their choice. If any disagreement or any customer dissatisfaction worked to resolve the issues in a professional and timely manner. Oversaw the operations of the front line, ensured that all reports handled every customer with respect, attention to detail, and ensuring that every report upheld the Frank Kent promise. Goal was to always engage with each and every customer who walked through the doors, building relationships with clients and seeking feedback in order to improve the overall client experience on behalf of the company Frank Kent and to see through the clients eyes how service could be better to continually improve the Frank Kent brand. Goal was to always provide the upmost satisfaction and see how the company could continue to improve as we looked to continue to grow and retain customers.

Customer Service Supervisor

Walmart E-Commerce / Fort Worth, Texas

2018-2020

Mentored, trained, and coached new customer service representatives. Provided coaching and team building skills to new associates. Identified and addressed any and all needs of business to ensure timely response to all requests.Handled escalated issues and de-escalated customers when necessary. Provided direct communication to the Manager of the department to identify areas of opportunity for new associates, and also areas of opportunity for the company for a greater customer satisfaction experience. Generated daily reports & department game plans to direct staff into daily actions. Attended weekly team meetings and provided feedback & reports of staff’s weekly performances to upper management. Point of contact for any escalations. Goal was to provide a smooth experience for the customers and the employees alike.

Operations Manager

Walls Universal / Fort Worth, Texas

2015-2018

Best Point of Contact to answer any questions or concerns associated with medical office as it related to all front end operations of the clinic. As the operations manager my team was responsible for providing administrative & clerical support to all of the clinical staff. Ensured the activities of the healthcare team was on the correct schedule. Oversaw Patient scheduling, Data entry, medical billing and coding team. As the operations manager my goal was to ensure that the clinic ran as smoothly as possible. As operations manager my goal was to make sure each and every patient received quality service. The customer service representatives who directly reported to me had the duty of answering the phone, taking concise detailed messages when providers were out of office, responsible for greeting every customer. Oversaw the delivery of medical supplies, and medical equipment, ran all necessary reports, making sure all patients received quality care at the facility each and every time, while answering and all questions from the Director of Nursing who was my direct reporting manager.

Education

Bachelor of Arts: Criminal Justice

University of Michigan, Magna Cum Laude 3.8GPA

1989-1993

Other Accomplishments:

Renowned Author, most recently winning Author of the year at Kingdom Image Awards November of 2023.

Advanced Toastmaster

Volunteer with Tarrant County Area Foodbank within community, and within local private school helping students to learn Spanish.

Skills

Knowledge of internet, all microsoft office, AS400, Salesforce, Peoplesoft.

Excellent communication skills. Both written and verbal, negotiation skills, customer de-escalation.

Great, Attention to detail, process improvement, change management.

Ability to collaborate effectively with both employees, direct reports, and upper management.

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