Customer Service Manager
Resume:
Douglas A. Mullins
Robson, WV 25173
*********@****.***
CAREER FOCUS
• Results-oriented Sales Manager and dedicated employee with high integrity, strong work ethic and great leadership skills.
Expertise in developing client relations.
CORE QUALIFICATIONS
• Excellent communication skills
• Customer service
• Account and client development
PROFESSIONAL EXPERIENCE
Enterprise Rent-a-Car Grayson, KY
Branch Manager Jan 2013 – May 2013
• Developed overall branch business and operational strategy.
• Evaluated customer service performance of Branch employees.
• Ensured the branch complied with company/group policies, procedures, rules and regulations and all applicable laws.
• Established overall training and development strategy for Branch employees.
• Supervised, mentored, trained, coached, evaluated and developed staff.
• Evaluated, documented and conferred with management team regarding employee performance.
• Administered and/or recommended disciplinary action, promotions, transfers and/or other personnel actions.
• Called on existing and potential customers to develop business.
• Planed and oversaw management of the fleet
• Achieved 35% fleet growth first 3 months at branch.
• Achieved 70% profit growth first 3 months at branch.
Enterprise Rent-a-Car Ashland, KY
Assistant Branch Manager Dec 2010 – Dec 2012
• Managed staff, preparing work schedules and assigning specific duties.
• Conducted and/or participate in the recruitment, interviewing and hiring of branch employees.
• Prepared effective and timely employee reviews and oversaw the review process.
• Managed the efforts of Branch employees in providing a high level of customer service exceeding SQi goals.
• Resolved customer complaints regarding sales and service.
• Planed and oversaw management of 200+ fleet of vehicles; achieved 5% fleet growth ytd.
• Managed branch receivables, including negotiating payment plans and collecting accounts receivables.
• Organized meetings with potential clients regarding cost saving alternatives for travel.
• Set and exceeded profitability goals, generating $2 mill in net profit.
Management Assistant Feb 2008 – Nov 2010
• Maintained knowledge of current sales and promotions, policies regarding payment exchanges, and security practices.
• Answered telephones to provide information and took reservations.
• Top 5 sales person of ancillary products in a highly competitive environment.
• Provided customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
Americorps Energy Express Beards Fork, WV
Mentor Summer 2006 – Summer 2007
• Observed and evaluate students' performance, behavior, social development, and physical health.
• Meet with parents and guardians to discuss their children's progress and to determine priorities for their children and their
resource needs.
• Served as an advisor, educator and role model by giving back to individuals in the community.
2657 Beards Fork Rd Robson, WV 25173 (H) 304-***-**** (M) 304-***-**** *********@****.***
Crothall Services Group Charlotte, NC
Patient Transporter May 2005 – Aug 2005
• Established rapport with patients to make them feel welcome and secure with compassion.
• Provided safe and efficient transport and escort of patients throughout the hospital.
EDUCATION
WEST VIRGINIA UNIV. INSTITUTE OF TECHNOLOGY Montgomery, WV
Bachelor of Business Administration in Management, December 2007
ADDITIONAL SKILLS
• Skilled in Microsoft Office (Word, Outlook, Excel, PowerPoint)
2657 Beards Fork Rd Robson, WV 25173 (H) 304-***-**** (M) 304-***-**** *********@****.***
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