Summary
Overview
Work History
Education
Skills
Timeline
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Chontrice Glenn

Macomb,MI

Summary

Dedicated and results-oriented professional with over 7 years of diverse experience in customer service, automotive, and leadership roles. Known for driving operational excellence, enhancing team performance, and delivering exceptional customer experiences. Expertise in end-to-end claims processing, credit and debit card operations, and process improvement. Adept at developing and implementing standard operating procedures to optimize workflows and ensure accuracy. Proven track record of achieving measurable results and fostering collaborative work environments. Strong leadership skills and a hands-on approach to problem-solving. Ready to contribute my strategic mindset and analytical acumen to drive success in any role.

Overview

9
9
years of professional experience

Work History

Production Associate/Robot Programmer

Fiat Chrysler Automobiles
04.2018 - 04.2023
  • Executed end-to-end quality checks, data collection, analysis, and reporting while fostering a safe environment that embraced interpersonal communication tactics
  • Recognized as the go-to performance accelerator to operate a variety of mixing/blending equipment, escalated inventory management to 100%, and troubleshot manufacturing processes
  • Contributed to in-process inspections, schedule management, and navigated 3 production cycles in various departments throughout the factory Identified 20% more errors with a bird's eye view dedicated to procedural excellence, quality assurance, and product awareness.

Product Support Representative

Victory Honda Of Plymouth
08.2016 - 04.2018
  • Multitasking maven notorious for designing infrastructures that catapulted team sales goals by $5k+ and successfully trained 3 new hires to deliver the “white glove” experience to clients.
  • Curated a systematic infrastructure to support 7 team members, boosted team morale to achieve 100% productivity, and interfaced with 45+ clients daily to project expected deliverables.
  • Employed a high sense of urgency during the client nurturing phase through initial outreach, built a genuine rapport, executed discovery and qualifications, and scheduled next steps.
  • Maintained and updated equipment registrations, resulting in a 20% reduction in registration errors. Resolved pricing errors on claims, resulting in a 15% reduction in pricing disputes.
  • Updated warranty coverage periods on equipment, resulting in a 10% increase in warranty claims.
  • Answered dealer questions about warranty policy and claim submission, resulting in a 25% reduction in customer complaints.
  • Resolved dealer issues with claim entry and submission, resulting in a 30% reduction in claim processing time.
  • Developed and maintained internal standard operating procedure documentation, resulting in a 25% increase in process efficiency.
  • Took inbound calls from customers and made outbound calls to resolve outstanding issues, resulting in a 98% resolution rate.
  • Built relationships with dealerships to provide excellent customer experiences, resulting in a 20% increase in customer satisfaction. Utilized critical thinking skills to process complex situations and provide personalized resolutions, resulting in a 15% reduction in escalations.

Customer Sales Luxury Associate

Nordstrom
02.2014 - 09.2017
  • Connected with 100+ customers weekly to achieve 94% customer satisfaction through a seamless, engaged, and positive experience.
  • Excelled with 100% efficiency in a fast-paced environment designed through accountability, initiative, and a high level of ownership.
  • Reviewed and solved account and billing discrepancies.

VIP Manager

Chene Park
03.2015 - 08.2016
  • Created a welcoming environment for 112 customers daily by delivering strategic menu knowledge, submitted guest menu selections, and applied attentive engagements to increase customer satisfaction by 42%.
  • Established a strategic routine for a team of 8-10 on shift employees to provide authentic hospitality and meaningful experiences per customer Interacted with 12+ employees to train on cash management, kitchen procedures, and the POS systems troubleshooting.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.

Education

Associate of Business Administration -

Baker College
Clinton Township, MI
06.2016

Skills

  • Billing and Claims Processing
  • Process Improvement
  • Relationship Building
  • Inbound and Outbound Calling
  • Problem-solving
  • Microsoft Office Suites
  • Time Management
  • Automotive Experience
  • Credit and Debit Card Processing
  • Supervisory Skills
  • Leadership
  • Data Analysis
  • Documentation
  • Customer Service
  • Team Building

Timeline

Production Associate/Robot Programmer

Fiat Chrysler Automobiles
04.2018 - 04.2023

Product Support Representative

Victory Honda Of Plymouth
08.2016 - 04.2018

VIP Manager

Chene Park
03.2015 - 08.2016

Customer Sales Luxury Associate

Nordstrom
02.2014 - 09.2017

Associate of Business Administration -

Baker College

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Chontrice Glenn