Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Chelly Briscoe

Glenn Dale

Summary

Results-driven manager with expertise in leadership, quality control, and customer service. Proven ability to streamline operations and enhance team productivity, ensuring compliance with industry standards and exceptional customer satisfaction.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Manager

Hannan Md Inspections
Beltsville
09.2022 - Current
  • Oversaw inspection schedules and assigned tasks to team members.
  • Conducted quality control checks to ensure compliance with industry standards.
  • Coordinated training sessions for new inspectors on safety protocols and procedures.
  • Managed client communications to address concerns and provide updates.
  • Streamlined inspection processes to improve workflow efficiency within the team.
  • Reviewed inspection reports for accuracy and completeness before submission.
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Established processes to ensure efficient workflow throughout the organization.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Led a team of XX employees, ensuring high productivity and excellent customer service.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Delegated work to staff, setting priorities and goals.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed completed work to verify consistency, quality, and conformance.

Customer Experience Manager

Sport Chevrolet and Cadillac
Silver Spring
05.2020 - 08.2022
  • Developed customer feedback systems to enhance service quality and satisfaction.
  • Trained staff on effective communication techniques to support customer interactions.
  • Analyzed customer data to identify trends and inform strategic decisions.
  • Oversaw the implementation of new CRM tools for streamlined customer management.
  • Managed complaint resolution processes to ensure timely and effective responses.
  • Analyzed customer feedback data to identify areas of improvement in the customer experience.
  • Managed escalated customer issues and resolved conflicts in a timely manner.
  • Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
  • Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
  • Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
  • Monitored customer service performance metrics and created reports for senior management review.
  • Maintained accurate records of all interactions with customers including call logs, emails, online chats.
  • Revised department schedules to maximize coverage during peak hours.
  • Developed customer service policies and procedures to ensure a consistent and positive experience.
  • Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
  • Established relationships with external vendors that are essential for providing superior levels of support during peak times.
  • Oversaw the implementation of CRM systems to streamline customer interactions and data management.
  • Negotiated with vendors and suppliers to improve product quality and delivery timelines.
  • Assessed projects against budgets and timelines, keeping team and assignments on task.
  • Interviewed and hired talented individuals to add value to marketing team.
  • Recommended policy changes to improve marketing tactics and strategies.
  • Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.

Assistant Service Manager

Capitol Cadillac Buick Gmc
Greenbelt
08.2015 - 04.2020
  • Assisted in managing daily service operations and staff coordination.
  • Supported team in resolving customer inquiries and service issues.
  • Maintained accurate records of service transactions and customer interactions.
  • Collaborated with technicians to schedule and prioritize service appointments.
  • Trained new staff on company policies and customer service standards.
  • Contributed to inventory management by tracking supplies and ordering parts.
  • Communicated effectively with customers to ensure satisfaction with services provided.
  • Assigned tasks to technicians based on their skill level and experience.
  • Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.
  • Collaborated with customers to offer solutions to service needs.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Created written estimates and obtained customer consent to proceed.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Assisted in developing service strategies and budgets to meet customer satisfaction goals.
  • Monitored technician performance and provided feedback on areas needing improvement.
  • Motivated and supported employees to maintain low turnover.
  • Provided oversight for staff of technicians, ensuring productivity and quality standards were met.
  • Monitored employee performance through key metrics analysis.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Coordinated with other departments within the organization regarding any changes or updates related to services offered.
  • Reviewed invoices from vendors and suppliers to ensure accuracy before authorizing payment.
  • Ensured accurate documentation of customer service activities and maintained records of all customer interactions.
  • Evaluated technician performance through regular one-on-one meetings, reviews, and surveys.
  • Developed new processes to improve efficiency and effectiveness of services offered by the organization.
  • Performed daily inspections of tools, vehicles, facilities, and other equipment used by technicians.
  • Maintained relationships with vendors to ensure competitive pricing on parts and materials needed for repairs.
  • Scheduled routine maintenance for equipment and vehicles used by the organization's service department.
  • Created employee work schedules to keep shifts properly staffed.
  • Implemented customer feedback mechanisms to gather insights and improve service offerings.
  • Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
  • Coordinated with the warranty department to process claims and provide customer support.
  • Updated and maintained service records and documentation for compliance and quality assurance.
  • Oversaw daily operations of the service department, including scheduling and workflow management.
  • Facilitated communication between the service department and other company divisions.
  • Utilized technology to streamline service operations and improve customer experience.
  • Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
  • Developed and implemented service protocols to enhance operational efficiency.
  • Assigned work and monitored performance of project personnel.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delegated work to staff, setting priorities and goals.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Interviewed prospective employees and provided input to HR on hiring decisions.

Education

High School Diploma -

LaPlata Hight School
La Plata, MD
06-1995

Skills

  • Quality control
  • Customer relationship management
  • Process improvement
  • Team leadership
  • Vendor negotiation
  • Conflict resolution
  • Performance monitoring
  • Effective communication
  • Employee training
  • Task delegation
  • Customer relationship management (CRM)
  • Clear communication
  • Staff development
  • Operations management
  • Complex Problem-solving
  • Customer service
  • Staff management
  • Staff training and development
  • Performance evaluations
  • Cross-functional teamwork
  • Communication skills

Accomplishments

  • Maryland State Inspector for Automobiles
  • Class A Commercial Drivers License

Certification

  • GM Certified in Service Manager, Customer Experience Manager and Service Advisor

References

References available upon request.

Timeline

Manager

Hannan Md Inspections
09.2022 - Current

Customer Experience Manager

Sport Chevrolet and Cadillac
05.2020 - 08.2022

Assistant Service Manager

Capitol Cadillac Buick Gmc
08.2015 - 04.2020

High School Diploma -

LaPlata Hight School

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