Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brandy Bailey

Richmond,VA

Summary

Proven leader with extensive experience in customer service management and store operations, notably at NTB-National Tire & Battery. Excelled in enhancing customer satisfaction and loyalty through effective problem-solving and outstanding communication skills. Achieved significant improvements in team performance and inventory control, demonstrating a strong blend of strategic planning and interpersonal abilities.

Overview

19
19
years of professional experience

Work History

Store Manager

NTB-National Tire & Battery
08.2023 - Current
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Completed point of sale opening and closing procedures.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Service Manager

NTB-National Tire & Battery
01.2022 - 08.2023
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.

Customer Service Representative

NTB-National Tire & Battery
05.2021 - 12.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Srvice Advisor

Hyman Brothers KIA
07.2015 - 07.2021
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.

Customer Service Advisor

Pearson Honda
08.2020 - 04.2021
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Implemented strategies to reduce average handling time without compromising on service quality.
  • Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Collision Center Parts Associate

Pence Auto Mall
06.2014 - 07.2015
  • Enhanced inventory management by implementing an efficient organization system for parts storage and tracking.
  • Maintained clean and neat parts counter and sales floor.
  • Conducted regular inventory audits, maintaining accurate records and minimizing discrepancies between physical stock levels and database entries.
  • Prioritized tasks effectively during high-volume periods, ensuring all customers received prompt attention without sacrificing quality of service.
  • Organized parts storage and stocked inventory according to established guidelines.
  • Researched vehicles and parts via physical catalogs and electronic means.
  • Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
  • Adhered to company guidelines for performance and compliance.
  • Maintained a clean, organized workspace to enhance productivity and facilitate easy access to required parts.
  • Demonstrated adaptability by quickly learning the specifications of new products introduced into the inventory lineup.

Finance Billing Associate

Pence Auto Mall
01.2013 - 06.2014
  • Organized billing paperwork for sold vehicles to send to DM institutions
  • Provided complete paperwork with checklist to office manager

Receptionist

Pence Auto Mall
03.2005 - 01.2013
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Answered central telephone system and directed calls accordingly.
  • Maintained confidentiality of information regarding clients and company.

Education

GED -

Job Corp
Lynchburg, VA

Skills

  • Customer Service
  • Problem-Solving
  • Customer Relations
  • Multitasking and Organization
  • Store operations
  • Customer Service Management
  • Training and mentoring
  • Store Opening and Closing
  • Team Leadership
  • Friendly and Positive
  • Outstanding communication skills
  • Team leadership and coaching
  • Inventory Management
  • Cash Management
  • Shift Scheduling
  • Inventory Control
  • Recruitment and hiring
  • Goals and performance
  • Team Building and Leadership
  • Recruiting and Hiring
  • Employee Scheduling

Timeline

Store Manager

NTB-National Tire & Battery
08.2023 - Current

Service Manager

NTB-National Tire & Battery
01.2022 - 08.2023

Customer Service Representative

NTB-National Tire & Battery
05.2021 - 12.2021

Customer Service Advisor

Pearson Honda
08.2020 - 04.2021

Srvice Advisor

Hyman Brothers KIA
07.2015 - 07.2021

Collision Center Parts Associate

Pence Auto Mall
06.2014 - 07.2015

Finance Billing Associate

Pence Auto Mall
01.2013 - 06.2014

Receptionist

Pence Auto Mall
03.2005 - 01.2013

GED -

Job Corp

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Brandy Bailey