Nicole Brienzi
Fixed Operations Manager/District Operations Manager
Sandy,UT
Summary
Looking for a company that values a self-starter with strong skills in sales, marketing, management, expense control, profitability, a proven record in leadership, public speaking, critical problem solving, conflict resolution and high-volume sales results. Seeking long term employment in an environment that focuses on the delivery of outstanding customer service, while being a dominant industry and market leader with a hunter mentality.
29 years’ experience in the automotive field in Sales, Service, Parts, Finance, and budget control
20 years effective management experience overseeing as many as 43 employees in several departments
Marketing manager, sales leader and business developer who has achieved multiple promotions throughout career Sales goals met and exceeded year over year
Team player with ethics, integrity, responsibility, ownership and an excellent demeanor….ready to provide results and grow customer satisfaction!
Awarded Top Nissan Fixed Operations Manager in Mountain Region 2016 in a $14+ million parts market, previously ranked 5th Ranked 8th out of 93 Nissan Fixed Operations Manager, in the Country for 2016
Overview
29
29
years of professional experience
2
2
years of post-secondary education
Work History
Service Drive Manager
Ken Garff West Valley Ford
West Valley City, UT
08.2021 - Current
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Managed efficient teams of up to 12 employees
Automotive Service Advisor
Larry Miller Ford
Draper, UT
09.2020 - 08.2021
- Determined customer needs by asking relevant questions and listening actively to responses.
- Shared best practices for sales and customer service with other team members to help improve store's efficiency.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Oversaw daily operations to ensure high levels of productivity.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Coordinated between billing department and customers to resolve problems
- Responded to all customer inquiries thoroughly and professionally
- Determined customer needs by asking relevant questions and listening actively to responses
- Exceeded goals through effective task prioritization and great work ethic
Outside Sales Professional
Traeger Grills
Salt Lake City, UT
01.2020 - 11.2020
- Created strategic brand building events to promote current product portfolio.
- Drove business success by maintaining and applying current knowledge of sales, promotions and policies regarding payments, exchanges and security practices.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
Fixed Operations Manager
Red Rock Auto Group
Grand Junction, CO
01.2018 - 01.2019
- Responsible for 33 employees in two dealerships overseeing Service and Parts Departments
- Emphasis on growth, expense management, advertising, employee training, exceptional client service and profitability
- Strong team building and training skills that resulted in 25% increase in dollars per repair order, CSI increase of 60+ points and substantial client retention increase in 2018.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands
- Supervised daily operations of multi-million dollar automotive service operation
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
Senior Fixed Operations Manager
Nissan North America Mountain Region UT/WY
Salt Lake City, UT
01.2016 - 01.2018
- Responsible for 13 Nissan dealers in Utah, Wyoming, and Colorado with specific goal of improving parts and service department’s profitability, client retention, fixed absorption, employee training, client relations and overall management processes
- Worked closely with Executive Managers and Owners in identifying areas in need of improvement, advertising, and long-term financial health of each company
- Tasked with continuous communication between Nissan North America and all members of dealership staff
- This includes, but is not limited to, training opportunities, dealer wide events, financial statements, warranty and goodwill guidelines, inventory best practices and efficiency
- Awarded Top FOM in Mountain Region 2016 and 2017 for improved Key Performance Indicators
- Drove operational improvements which resulted in savings and improved profit margins
- Led projects and analyzed data to identify opportunities for improvement
Region Parts Sales Manager
Blue Diamond Parts, LLC Colorado
Denver, CO
01.2013 - 01.2015
- Developed, executed and managed regional marketing plans for Ford Power Stroke Diesel division for 53 Ford Dealers in 4 states (Colorado, Wyoming, New Mexico, and Nebraska) with purpose of promoting sales growth and company profitability in $15 million dollar sales territory
- Trained and educated outside sales professionals, dealership employees, independent installers, and fleet clients
- In 2013 achieved 90% of annual plan in only 8 months
- In 2014 achieved 103% of plan and ranked top 10% of representatives in North America, receiving Diesel Excellence Award for year over year growth
- 2015 achieved 91% despite declining UIO and no new products since 2011,
Fixed Operations Director
Peak KIA
Windsor, CO
01.2011 - 01.2012
- Effectively managed 13 employees while growing multiple departments in all areas
- Saved average warranty claim of $481 per vehicle to acceptable $179 per vehicle
- Customer Service Index ratings improved by 37% and Parts inventory improved from previous shortage/obsolete loss of $60,000 with improved profitability by 29% due to growth in Parts and Service departments
- Managed employee hiring and training, promotional events, store wide advertising along with all interior and exterior finishes / improvements and vendor relations.
- Teamed up with sales and parts specialists in project planning and deliveries to achieve on-time and within budget completion
- Provided staff training, coaching and mentoring to effectively implement best practices and new policies or programs
- Checked employee and resource utilization for each department
- Monitored financial performance through daily reports
- Supervised mechanics, service advisors and sales personnel
Parts Manager/Fixed Operations Director
Western Slope Auto
Grand Junction, CO
01.2009 - 01.2010
- Managed 43 employees in 3 departments
- Improved and maintained Customer Service Index ratings that led to winning Toyota Service Excellence Award for 2010, first in company history
- Developed and implemented previously nonexistent follow-up process, reduced expenses in 3 Departments by 26% while improving sales over prior year by over $300k
- Reduced Parts Department idle capital by 50% by closely monitoring all sales and purchases within $700k parts inventory
- Improved relations with factory representatives, clients and community
- Worked closely with sales managers to insure prompt and cost-effective vehicle inventory opportunities.
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses
- Rearranged parts department to better serve changing trends and keep workspaces organized
- Submitted reports to senior management to aid in business decision-making and planning
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
Sales Professional
Hellman Motor Company Delta
Delta, AL
01.2005 - 01.2009
- Toyota, Chrysler, Dodge, Jeep and Ford
- Assisted clients with all degrees of vehicle purchase from selection to finance
- Continued to maintain relations with clients to ensure repeat and referral business while assisting in all servicing needs
- Maintained excellent Customer Service Index rating of 97% while achieving top producing vehicle sales totals for Sales Department 4 years consecutively
- Owned and drove vehicle inventory control, special events and creative advertising
- Helped create and manage previously nonexistent Internet Sales Department to maximize sales results that resulted in 37% increase in new and used vehicle sales
- Processed all Cash for Clunkers claims with government throughout program.
- Applied prospecting expertise to generate and pursue leads, setting up appointments and site visits to maintain budding relationships
- Expanded customer base and boosted profit within product line
- Assisted senior leadership with executive decision-making process
- Grew client base by analyzing consumer needs to introduce relevant products and complete sales processes
Education
Nissan Certified Fixed Operations Director through Nissan Academy -
Nissan Training Academy
Franklin, TN 01.2018 - 01.2018
Nissan Field Training Academy Expert Certification -
Nissan Training Academy
Franklin, TN 01.2016 - 01.2016
Kia Factory Parts and Service Operations Management Certification -
Kia Manufacture
Windsor, CO 01.2011 - 01.2011
Ford / Mercury / Lincoln Factory Parts and Service Operations Management Certification -
Ford/Mercury/Lincoln Manufacture
Colorado 01.2009 - 01.2009
Toyota Factory Parts and Service Operations Management Certification -
Toyota University
Colorado 01.2009 - 01.2009
Dodge / Chrysler / Jeep Factory Sales Professional Certification -
Chrysler/Dodge/Jeep Manufacture
Colorado 01.2005 - 01.2005
Toyota Factory Sales Professional Certification -
Toyota University
Colorado 01.2004 - 01.2005
Ford / Mercury Factory Sales Professional Certification -
Ford/Mercury Manufacture
Colorado 01.2004 - 01.2005
Skills
Conflict Resolution
Training and Development
CDK, Salesforce, Tekion, Software Proficiency
Policies and procedures
Strategic planning
Operations management
Verbal and written communication
Timeline
Service Drive Manager
Ken Garff West Valley Ford
08.2021 - Current
Automotive Service Advisor
Larry Miller Ford
09.2020 - 08.2021
Outside Sales Professional
Traeger Grills
01.2020 - 11.2020
Nissan Certified Fixed Operations Director through Nissan Academy -
Nissan Training Academy
01.2018 - 01.2018
Fixed Operations Manager
Red Rock Auto Group
01.2018 - 01.2019
Nissan Field Training Academy Expert Certification -
Nissan Training Academy
01.2016 - 01.2016
Senior Fixed Operations Manager
Nissan North America Mountain Region UT/WY
01.2016 - 01.2018
Region Parts Sales Manager
Blue Diamond Parts, LLC Colorado
01.2013 - 01.2015
Kia Factory Parts and Service Operations Management Certification -
Kia Manufacture
01.2011 - 01.2011
Fixed Operations Director
Peak KIA
01.2011 - 01.2012
Ford / Mercury / Lincoln Factory Parts and Service Operations Management Certification -
Ford/Mercury/Lincoln Manufacture
01.2009 - 01.2009
Toyota Factory Parts and Service Operations Management Certification -
Toyota University
01.2009 - 01.2009
Parts Manager/Fixed Operations Director
Western Slope Auto
01.2009 - 01.2010
Dodge / Chrysler / Jeep Factory Sales Professional Certification -
Chrysler/Dodge/Jeep Manufacture
01.2005 - 01.2005
Sales Professional
Hellman Motor Company Delta
01.2005 - 01.2009
Toyota Factory Sales Professional Certification -
Toyota University
01.2004 - 01.2005
Ford / Mercury Factory Sales Professional Certification -
Ford/Mercury Manufacture
01.2004 - 01.2005