Briana Stokes
Birmingham,United States
Summary
Service focused General Manager dedicated to enhancing customer experiences that drive loyalty and repeat business. Extensive experience in operational excellence and strategic growth, with a proven ability to foster team collaboration and deliver impactful results in fast-paced environments. Expertise in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures, complemented by adaptability and effective decision making.
Overview
13
13
years of professional experience
Work History
Substitute Teacher
Kelly Services
Birmingham
09.2025 - Current
- Adapted instructional methods to accommodate different learning styles and abilities.
- Evaluated progress of 25 students through assessments, providing actionable feedback that contributed to measurable academic growth.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed engaging instructional materials that catered to various learning styles, resulting in heightened interest and participation in lessons.
- Maintained accurate records of student progress and assessments, providing insights that informed future teaching strategies and curriculum adjustments.
- Utilized educational technology to enhance student engagement and participation.
General Manager
Common Living
Birmingham
05.2023 - 08.2025
- Directed overall performance of a 180-unit, mixed-use residential community, aligning team execution with revenue goals while maintaining a high touch, service oriented environment for residents and tenants.
- Managed staffing plans, payroll, and scheduling to balance service excellence with financial discipline, consistently meeting budget targets.
- Cultivated a people-first leadership culture by modeling professionalism, accountability, and positivity, resulting in strong team engagement and consistent service delivery.
- Established performance metrics to evaluate leasing productivity, resulting in a sustained 95% occupancy rate.
- Managed property operations, ensuring compliance with regulations and maintaining high tenant satisfaction.
Customer Success
Coinbase
Remote
03.2022 - 04.2023
- Delivered exceptional customer support for Coinbase clients through phone, messaging, and email channels.
- Utilized critical thinking to diagnose and resolve issues on first contact, enhancing customer satisfaction.
- Collaborated cross-functionally with subject matter experts to drive efficient solutions and address complex inquiries.
- Implemented process improvements to optimize support workflows and reduce response times.
- Ensured accurate tracking of customer feedback to inform product development and service enhancements.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Assistant Property Manager
Onyx 600
Birmingham
12.2019 - 02.2022
- Acted as the primary point of contact for member inquiries, ensuring prompt and effective resolution of issues.
- Demonstrated comprehensive product knowledge of the property and competitors to enhance member satisfaction and retention.
- Managed delinquencies and eviction processes, maintaining compliance with policies and regulations.
- Implemented a digital tracking system for delinquencies, improving resolution times and reducing compliance risks significantly.
- Coordinated tenant communications to enhance satisfaction and resolve concerns efficiently.
- Maintained 95% occupancy rate through strategic revenue management.
Member Service Representative
Jefferson Credit Union
Birmingham
11.2017 - 12.2019
- Provided detailed information on membership fees, policies, and banking services, ensuring clear communication and customer understanding.
- Investigated and resolved complex membership and payment issues promptly and effectively, maintaining high customer satisfaction.
- Proficiently processed loan applications with meticulous attention to detail and accuracy.
- Maintained precise and up-to-date membership records, ensuring data integrity and compliance with banking regulations.
- Trained and mentored new member service representatives on policies and best practices.
- Led initiatives to enhance member feedback collection, driving improvements in service offerings.
Customer Service Manager
WalMart
Anniston
08.2013 - 09.2015
- Trained and supervised the front end team of customer service associates.
- Maintained accurate financial records through audits of cash registers, ensuring compliance and reducing discrepancies.
- Fostered a team oriented environment by mentoring staff, which strengthened communication, and led to more of a cohesive service delivery.
- Developed a customer feedback system that identified key service gaps, driving targeted improvements and boosting overall customer loyalty.
- Managed escalated customer issues, resolving conflicts effectively and diplomatically.
- Established strategic initiatives driving customer loyalty and repeat business.
Timeline
Substitute Teacher
Kelly Services
09.2025 - Current
General Manager
Common Living
05.2023 - 08.2025
Customer Success
Coinbase
03.2022 - 04.2023
Assistant Property Manager
Onyx 600
12.2019 - 02.2022
Member Service Representative
Jefferson Credit Union
11.2017 - 12.2019
Customer Service Manager
WalMart
08.2013 - 09.2015