Customer Service Sales

Executive Summary

Hard working and energetic employee with 11 years experience in the retail travel industry and certification in Health and Accident Insurance production. Knowledgeable leader and mentor with an exemplary history in employee development, customer service, cost-control and multiple products sales.

Core Skills

Organized, highly-motivated, analytical, ethical, effective communicator, leader and well-trained in business

Professional Experience

Independent Agent

April 2013 to Current

American Family Life Assurance Co of Columbus (Aflac)

• Market to and call upon business owners and decision-makers in an unlimited number of industries daily.

• Give presentations to business owners and employees about health care benefits, options and policies.

• Service existing accounts, modifying and adding new policies for employees, and assisting with claims.

• Certified and trained in offering numerous Health and Accident policies and hold a Class B Health and Hospital Producers License in LA.

• Building a book of business and seeking new clients through networking opportunities and referrals.

Branch Manager

January 2005 to April 2013

EAN Holdings, LLC Formally Enterprise Rent-A-Car – New Orleans, LA

Served as a branch manager for 6 New Orleans and Northshore area rental locations for 7 years.

Responsible for all aspects of operating the rental locations and satellites that I oversaw: customer service, employee development, marketing, sales, revenue generation, cost-control, accounting, and adherence to and administration of company policies and business ethics.

Developed operational plans and customer service initiatives that optimized overall customer experience by effectively delegating tasks and overseeing team productivity.

Provided a high level of product and leadership support to employees enhancing their knowledge and training.

Generated each employee's schedule to ensure optimal staffing at peak times while reducing employee overtime to reach a reasonable personnel expense each month.

Designed customer service plans for each location that helped perfect every point of contact with a customer through the Cycle of Service method.

Resolved customer complaints by offering current or future discounts, refunding money and adjusting bills as well as trained a team of employees to give exceptional customer service.

Coached and mentored numerous employees in my office as well as at other locations for promotions and career counseling and conducted periodic reviews on all of my employees.

Increased profits by developing, initiating, and managing strategies for lowering operational costs, overtime pay, bad debt risks, and uninsured losses to the branch.

Maintained effective accounts receivable and cash flow monitoring initiatives as well as trained employees on how to interpret numerous financial reports.

Surpassed revenue goals at each location through comprehensive and strategic marketing plans as well as aggressive ancillary sales competitions and personal sales training and development sessions.

Led sales calls with employees to new and existing referral sources to increase business, dealership, and insurance replacement renting growth.

Assistant Branch Manager

March 2004 to December 2004

Covington, LA

• Designed the marketing calendar and completed the office’s monthly sales and marketing reports.

• Trained 7 employees for Level II promotions.

• Increased both fleet and business rental growth.

• Lowered bad debt and uninsured losses while achieving record high profitability numbers.

Management Assistant

August 2003 to February 2004

New Orleans Airport and Metairie, LA

• Led the Airport Enterprise location in additional revenue generation and sell ups for each month.

• Participated in networking and marketing events in the area to increase referrals from insurance companies, dealerships, body shops, and business travelers.

Management Trainee and BCAM

April 2002 to July 2003

Atlanta, GA

• Offered friendly, informative and professional customer service on a daily basis.

• Implemented the branch’s marketing schedule and made sales calls daily.

• Ranked the top Management Trainee in the Atlanta group twice.

Intern

September 2001 to December 2001

Development Dimensions International - Atlanta, GA

• Inputted, analyzed and interpreted data received from Executive Assessments utilized by companies for hiring and training purposes during mergers, acquisitions, and restructuring of divisions within the company.

Intern

September 2000 to January 2001

MarketOne Inc – Decatur, GA

Helped project managers develop the public relations and advertising campaigns for various clients in the

technology industry.

Integrated various projects between departments to increase efficiency and cohesiveness and planned WIT

Connect 2001.

Intern

May 2000 to August 2000

Workforce Alliance Inc – St. Rose, LA

Produced a project manual for the company's hiring process and administered pre-employment assessments.

Education and Certifications

Bachelor of Arts: Economics and Business, Psychology - May 2002 Agnes Scott College – Decatur, GA

Cumulative GPA: 3.95

State of Louisiana Health and Accident Insurance Producer License

Academic and Leadership Awards

Mortar Board, Black Cat Chair 2001 - 2002, National Society of Collegiate Scholars Chapter President 2000 - 2001, ShowTime Programs Board Films Chair 2000 - 2002, Omicron Delta Epsilon: International Economics Honor Society, Psi Chi: National Honor Society in Psychology, Phi Beta Kappa, and The Wall Street Journal Student Achievement Award

Affiliations

Chamber of Commerce for St. Tammany, Tangipahoa and River Region parishes

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