Manager Customer Service

Leyla G. Davis

**** *. ******** **. *** ***, Alexandria, VA 22311

c. 240-***-**** **************@*****.***

Qualifications: Strong organizational skills. Attention to detail

and ability to work independently and in a team.

Experience in sales, recruiting and admissions. Strong

written and communication skills. Ability to build strong

rapport with clients and customers. Experience in working

with diverse and international backgrounds.

Education:

. Richard Stockton College of New Jersey, Pomona, New Jersey, May

2009 Bachelor of Arts (BA) in Visual Communications

. The Art Institute of Philadelphia, Philadelphia, Pennsylvania

December 2004

Associate of Science (AS) Multi-Media & Web-Design

The Art Institute of Washington, Arlington Virginia

April 2011-Present

Assistant Director of Admissions

. Enroll prospective students into creative fields, to earn

Bachelors, Associates, or Diploma degrees.

. Ranks in the Top 10 out of 32 on team for total production

averaging 80 - 100 calls per day.

. Provides general customer service to students through

application and enrollment process.

. Assesses prospective students to ensure they have the

potential, traits, characteristics and financial wherewithal

to be enrolled through graduation.

. Conducts personal interviews to qualify candidates and to

explain academic programs.

. Advise students in program selection, test counseling,

registration, etc.

. Performs consistently to meet performance targets.

Hertz Cooperation, Arlington, Virginia September

2009-April 2011

Location Manager

. Managed all daily operations of Hertz HLE, locations

including vehicle fleet, utilization, and depreciation

calculations.

. Responsible for all sales revenue and expenses for Arlington

HLE Branches.

. Managed customer reservations, rental contracts, employee

payroll and schedules.

. Coached and trained new employees on hertz sales model goals

and how to overcome objections while working in a high stress

environment.

Assistant Branch Manager August 2010-

December 2010

. Maintained positive and professional rapport with current

customer accounts and support relationships with new customer

accounts.

. Resolved issues with customers related to billing and other

service complaints

. Responded to customer surveys regarding rental experience on

Hertz's Internet (NPS) Net Promoter Score to maintain a level

of consistent customer satisfaction.

Manager Trainee, September

2009- August 2010

. Provided support for the branch's business plan by assisting

the location manager with billing issues and processing

payments.

. Upheld company standards by ensuring cars were cleaned and

ready for customers.

. Provided customer information and booked rental reservations

via telephone.

. Maximized profit margins by up-selling additional services

and ancillary products.

Showboat Casino, Atlantic City, New Jersey August 2008-

August 2009

Player Services Specialist

. Process VIP customer reservations for individuals, groups,

promotional events.

. Block appropriate suites/rooms for VIP arrivals; Book

restaurant/limo/show reservations.

. Register guest in The Diamond Club, and complete special

assignments for the Manager of Casino Marketing.

. Train new hires on CMS/LMS system.

Previous Position- Total Rewards Coordinator

September 2007-August 2008

Opened Total Rewards accounts, provided customer information services.

Greeted customers as a company representative and provided information

concerning casino programs, amenities, offsite attractions, hotels,

restaurants, and Harrah's Total Rewards Program.

Issued promotional amenities, redeemed coupons, and maintained accurate

bank and inventory control records and assisted with the coordination of

Special Events.

Applications: Lotus Notes, Microsoft Office, Photoshop CS2, Illustrator

CS2, Dream weaver CS3, In design, Flash 8.0, Mac OS 9/10, CRM/CMS system.

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