Customer Service Manager

**** ******** ***.

Sacramento, CA, *****

*.******@*******.***

916-***-**** - Cellular Kelly J. Durkee

Objective Utilize and enhance my operational skills to ready

myself for managing a location. Provide great

customer/employee service, create, and maintain a

healthy working environment.

Experience April 2013 - Present Apple One Sacramento,

CA

Sheriff Records Specialist

Temporary assignment at Sacramento Sheriff Dept

Civil Division.

Data entry, filing and assisting case managers with

various assignments.

2009 - 2013 Pacific Field Service, Inc.

Sacramento, CA

Account Administrator

Oversee various commercial and residential accounts.

Communicate with clients and contractors.

Review inspections for accuracy and completion.

Oversee employees in the Department.

Maintain daily goals for on time reports to the

client.

Provide outstanding customer service to clients and

inspectors.

2007 - 2009 Avis Rent A Car, INC.

Sacramento, CA

Airport Manager

Oversee Airport Operations.

Monthly Profit & Loss Reviews.

Responsible for the development of new employees and

the on-going performance assessment of current

employees.

Ensured all Quality Assurance standards were

maintained.

Build and maintain business relationships to

facilitate organizational profitability. (Including

maintaining good relations with union

representatives to ensure adherence to contracts and

to prevent grievances from going to arbitration).

2005 - 2007 Vanguard Car Rental, INC. St.

Louis, MO City Operations Manager

Completed Manager Development Program as of April

2006.

Responsible for day to day Operational Needs.

Manage 150+ employees.

Oversee HR and P& L reviews.

2003 - 2005 National Car Rental Oakland,

CA)

City Station Manager (Oakland)

Manage Rental Agents

-Scheduling (Union Bid)

-Corrective Actions

-Interviews

City Training Coordinator (CTC)

-New Hire, QSP, HazCom, ADA, and P & D training.

Daily Gameplan Report (Projections, YICD, DOS, and

Fleet Control).

Cash Handling Procedures.

Provide assistance to the rental operation when

needed. Adept at handling tricky customer service

issues.

2003-2003 ANC Rental Company Santa Barbara, CA

Supervisor (Santa Barbara)

Dual Branded Lead Rental Agent.

Increased sale revenue for the months July 2003 and

August 2003.

Experienced in payroll, and account payable

procedures.

2002-2003 Avis Rent-A-Car, INC Santa Barbara, CA

Supervisor

Improved car control by creating new inventory

procedures for rental agents.

Implemented sales training courses for new rental

agents - speeding profitability.

2001-2003 UC Santa Barbara Dining Services Santa

Barbara, CA

Assistant Manager

Expanded service team from 15 to 30 employees while

remaining in projected budget.

Doubled revenue by implementing cost - efficient

opening and closing procedures for employees.

Awarded Assistant Manager of the Year for 2002.

Education

2001- 2003 University Of California,

Santa Barbara

1997- 2001 Phillip and Sala

Burton Academic HS

Reference(s) Available upon request.

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