Customer Service Manager

Diana R. Osborne

Cell: 407-***-****

abgt9s@r.postjobfree.com

Parks and Recreation Specialist

BA in Parks and Recreation Management with concentration in Public and Non-

Profit organizations. Eight years of experience in customer service,

effectively communicating information, problem solving, self managing and

multi-tasking, organizing and providing leadership, and performing

administrative and data entry tasks. Energetic individual who is

personable effective in customer service and demonstrates a strong work

ethic.

Professional Experience

Enterprise holdings, Orlando, FL Jan 2010-Present

Hired into the Management Training Program. Promoted from Management

Trainee to Management Assistant in 8 months, promoted to Assistant Manager

in car rental in 2 months, then promoted to Account Specialist in

Commercial Truck Division in July 2011.

Account Specialist - Commerical Truck Division

Market rental of light- and medium-duty trucks up to 26,000 GVW to

businesses needing a single vehicle or a multi-unit fleet. Service existing

accounts and prospect and call on potential new accounts. Handle the full

process of rental from pick up to return and schedule all maintenance. In

addition, perform many duties as are required in a car rental branch.

. Earned Florida DOT Certification allowing driving of DOT-regulated

vehicles.

Assistant Manager - Rent-A-Car Division

Performed as sales manager and operational manager. Trained employees for

properly selling intangible items such as coverages, upgrades and fuel to

customers. Responsible for collection of accounts receivables 30, 60, and

90 days past due. Worked with insurance companies on proper extensions for

customers. Completed proper underwriting of rental contracts and trained

others to do so. Performed outside marketing to target area to increase

business.

. Consistently recognized among top 20% in Area sales performance, winning

"Best of the Best" status 8 times since Jan 2010.

. Ranked Top Assistant Manager 4 times since November 2010.

. Excel at customer service at every branch, winning awards.

Brinks Home Security / Broadview Security, Orlando, FL 2009

Security Sales Consultant- Outside Sales

Cultivated prospective customers sourced by company leads, self-generated

leads, existing customer referrals, door knocking, telemarketing,

participating in organizations and clubs, and attending home shows and

expos.

. Self-managed time, managed accounts and problem solved to meet customers'

needs and resolved installation issues on a daily basis.

. Maintained strict confidentiality regarding customers' credit checks,

residences and personal issues.

. Demonstrated strong work ethic, taking initiative by volunteering to work

Saturday events and extra hours.

Diana R. Osborne Page 2 of 2

Grand Bohemian Hotel, Orlando, FL 2008- 2009

Reservations Sales Agent- Inside Sales

Hired as one of three agents, then served as only full-time agent during

final several months of tenure. Responsible for taking incoming

reservations from all sources including central reservations and online

travel sites, up-selling at each opportunity. Executed other tasks as

needed. Safety Committee Member.

. Assumed additional duties of Revenue Manager starting May 2008. Optimized

rates based on accurate analysis of vast amounts of data.

. Up sold ~ 50% of reservations earning a bonus every month.

. Sold ~ $4 million in room reservations During partial year of 2008.

Hilton Grand Vacations Club, Orlando, FL 2007-2008

Recreation Activities Coordinator

Hired full time after completing three-month internship for college.

Planned, implemented and sold events for guests of all ages, and set

monthly event schedules. Shadowed various departments of resort, trained

new staff on duties and performed administrative functions of department

including scheduling, inventorying, and budgeting.

Positions Held While Full-time College Student

Downtown Business Alliance, Wilmington, NC 2006

Special Event Assistant - Antique Car Show

Recommended by professor to assist organizer with annual regional event.

Duties included research, press releases, promotions, day-of-event

organization, and data input.

University of North Carolina-Wilmington, Wilmington, NC 2005

Opinion Surveyor

Hired by college to assist with project funded by State grant. Interviewed

boaters on Atlantic Intercoastal Waterway about dredging issues to

determine future funding and waterway management.

. Worked independently. Met or exceeded all quotas for surveys at various

ports along area coastline.

Anheuser-Busch Adventure Parks, Tampa, FL 2004-2005

Busch Gardens Marketing - Creative Marketing Team 2004-2005

Called on and maintained excellent business relationships with Tampa Bay

hotels. Assisted with park's promotional events, public relations, shadow

sales, and hospitality contracts. Worked with a team to deliver market

analysis and presentation. Helped promote two major events: Howl-O-Scream

and SheiKra. Greeted and hosted radio personalities broadcasting within

Busch Gardens.

. Selected as youngest intern (sophomore) among Contemporary Marketing Team

of college seniors. Recruited to continue second semester internship

serving as trainer and project lead for incoming interns.

. Entrusted with Busch Gardens' company vehicles and drove broad region in

Florida.

Adventure Island (Water Quality and Ride Operator) 2004

Education / Training

University of North Carolina-Wilmington, Wilmington, NC 2005-2007

BA, Parks and Recreation Management

University of South Florida, Tampa, FL 2003-2005

Undergraduate focus in Marketing

Computer Skills / Knowledge

Microsoft Word, PowerPoint, Excel, Outlook, Galaxy / Lightspeed (PMS),

Basic/Limited Delphi

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