GENERAL MANAGEMENT PROFILE

* Performance-driven operations manager with 17 years of progressive experience and expertise in multiple unit retail operations management. Record of driving cost savings, turning around operations, and delivering continuous improvements in quality, process, productivity, and customer satisfaction.

* Recognized for ability to problem solve and transform critical situations with speed and practicality for aggressive results. Excel in productivity improvements, delivery and cost controls, inventory and labor optimization, process and compliance management, and operational excellence.

* Talent for elevating staff performance in alignment with business goals through team training and leadership. Build positive client experiences for competitive edge through excellence in workforce management, product knowledge, compliance, and corporate standards. Easily adapt to new and different environments.

Core Competencies Include:

* Operations Management

* Multiple Property Retail Management

* P&L / Budgeting & Forecasting

* Performance Improvements

* Continuous Process Improvements

* Cost-Optimization Strategies

* Quality Customer Service

* Contractor & Vendor Management

* Visual Presentation Techniques

* Brand Management

* Asset Protection & Inventory Control

* Merchandising Strategies

PROFESSIONAL EXPERIENCE

AVIS BUDGET GROUP, INC.

DISTRICT MANAGER BUSH INTERCONTINENTAL AIRPORT (IAH), HOUSTON, TX (2002–Present)

Leading global provider of vehicle rental services through Avis and Budget brands.

Promoted to oversee opening of new IAH facility and manage operations with fleet of 5,500 cars, $35M in inventory, 140 associates, and 15 direct reports. Full P&L for $54M in revenue. Report directly to City Manager.

Consistently surpass targets for finance, operations, counter sales, revenue, market share, quality assurance, and customer service. Prepare district operating budget, forecasting, and staffing needs.

* Improved market share, productivity, and revenue/profit growth through cost-effective strategies, team leadership, and relationship development with vendors and business partners.

- Increased total revenues 15% with high 30% profit margin by Q3 2012. Commended for effectively sustaining revenues and market share while reducing operational costs during economic downturn.

- Increased ancillary revenue 46% per transaction/day.

- Decreased operating expenses 18%.

- Captured 22% of IAH's increase of business for 2012. Avis and Budget currently hold 31% of the market share at IAH.

* Earned Best of the Best Award for outstanding performance for 8 years, then program discontinued.

* Spearheaded award-winning Performance Excellence (PEX) projects:

- Saved $50K+ annually through associate training to identify damage and gas collection.

- Saved $102K+ annually by establishing paperless process and reducing contract paper. Process evolved into Select & Go program that boosted competitive edge by allowing preferred members to select their vehicles. Developed training materials and delivered training across the country on both paperless process and Select & Go program.

* Reduced Workman's Compensation claims 54% with 95% cost reduction in 2005 through due diligence, training, and establishment of a dedicated committee. Zero claims filed in 2006 with 23% reduction in average annual insurance premiums.

* Achieved exceptionally high 95% compliance rate on all internal audits.

* Implemented HR policies and union guidelines. Negotiated union contracts on behalf of AvisBudget in partnership with HR representatives.

* Promote sales through local advertising, recommend sales policy and local marketing programs, and cultivate relationships with local civic groups, hotels, major accounts, and travel management.

AVIS BUDGET GROUP, INC. - DISTRICT MANAGER CHICAGO, IL (1999–2002)

Promoted to manage downtown operations of three retail locations with fleet of 3,500 cars, 96 associates, and 8 direct reports. P&L for $22M in revenue. Coordinated district activities to ensure communication and delivery of goals and deadlines. Provided leadership to managers in planning, organization, and management at store level.

Scope included: budgeting, forecasting, policies and procedures, telecommunications, brand management, facilities management/maintenance, purchasing, asset management, lease management, contract negotiations, vendor management, environmental initiatives, accessibility compliance, safety and security, legal issues, quality assurance, improvement projects, space planning, new product development support, and reporting.

* Ensured first-class environment for Avis Rent-A-Car customers and employees through improvements in appearance, functionality, and visibility of locations while maintaining brand integrity and full compliance.

* Drove cost savings, quality, and customer satisfaction through vigilant operational controls and audits, vendor negotiations, facility upgrades, staff development, and efficiency practices.

* Successfully relocated branch, opening new location near Midway Airport. Worked with contractors, vendors, architects, engineers, and IT on facility layout, computer systems implementation, and opening. Ensured Avis standards and environmental compliance. Coordinated relocation of all employees.

* Recommended long-term development goals and participated in strategic planning for facilities upgrades, including elimination of bus fleet and security improvements that reduced theft and improved asset control.

* Elevated performance through staff restructuring and development. Led training sessions on operations, workplace safety, and compliance. Coached management to assume higher levels of responsibility.

* Developed and managed business relationships with vendors and partners, including contractors, electricians, plumbers, landscapers, HVAC companies, and cleaning companies.

* Conducted full property inspections, ensuring proper corporate appearance and functionality, brand integrity, and proper use/display of marketing materials. Swiftly resolved problems across branch locations.

AVIS BUDGET GROUP, INC. - AIRPORT MANAGER O'HARE INTERNATIONAL AIRPORT (ORD), CHICAGO, IL (1997–1999)

Recruited to turnaround and manage Avis ORD operations with fleet of 9,000 cars, 230 associates, and 20 direct reports. Drove performance, quality, compliance, scheduling, forecasting, payroll, counter sales, and customer service improvements. Reported directly to District Manager.

* Commended as the first manager to pass 12 consecutive quality assurance audits and improve overall satisfaction results.

* Implemented performance management process that created strong team with high employee satisfaction and low turnover rate. Significantly boosted morale through hands-on training, coaching, and mentoring.

* Optimized productivity through streamlining methodologies and application and enforcement of policies, quality assurance guidelines, and standard operating procedures.

HERTZ, CORP. - 1992–1995

STATION MANAGER O'HARE INTERNATIONAL AIRPORT (ORD), CHICAGO, IL

American car rental company with international locations; the second-largest US car rental company by sales.

Managed operations for four counters, providing quality customer service in fast-paced environment, consistently exceeding expectations. Communicated daily plans and objectives to counter staff and production managers.

* Improved customer satisfaction through training and development of counter sales agents, ensuring consistent behaviors, job knowledge, and performance standards. Enforced quality and safety guidelines.

* Analyzed, monitored, and set daily walk up rates based on industry completion and location availability. Communicated performance results with management.

EDUCATION

NORTHEASTERN ILLINOIS UNIVERSITY, Chicago, IL

Bachelor of Business Administration (BBA), minor in Marketing

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