Onyx Brice

Client-focused operations and customer experience leader with 10+ years of management experience across automotive, retail e-commerce, and healthcare environments. Proven ability to build relationships, resolve escalated concerns, and lead teams to deliver exceptional service while aligning with company goals. Known for integrity, professionalism, and a results-driven approach, with strong communication, negotiation, and process improvement skills.

Seeking a long-term role with an organization committed to growth, excellence, and customer trust.

Client Experience & Engagement Manager at Frank Kent Cadillac (2020-08 – 2025-10)

• Led front-line customer experience operations, ensuring every client received professional, attentive, and personalized service
• Reviewed trade-in requests, negotiated pricing, and partnered with sales teams to match customers with appropriate vehicles
• Resolved customer concerns and escalations promptly while maintaining brand standards and client trust
• Oversaw staff performance to ensure consistent adherence to service expectations and company values
• Built strong client relationships by actively engaging customers, soliciting feedback, and identifying opportunities to enhance the overall experience
• Contributed to brand growth and customer retention by continuously evaluating service processes through the customer's perspective

Operations Manager at Walls Universal (2015-01 – 2018-06)

• Managed front-end operations for a medical clinic, serving as the primary point of contact for administrative and operational inquiries
• Led teams providing clerical and administrative support to clinical staff
• Oversaw patient scheduling, data entry, and coordination with medical billing and coding teams
• Ensured smooth daily operations, accurate reporting, and timely delivery of medical supplies and equipment
• Maintained service excellence by ensuring patients receive consistent, high-quality care
• Communicated regularly with the Director of Nursing regarding reports, scheduling, and operational needs

Bachelor of Arts in Criminal Justice – University of Michigan (1989 – 1993)