Customer Service Manager
Resume:
AVA GEMBALA
**** ****** ***** *** • Denton, Texas 76208
972-***-**** • *********@*****.***
http://www.linkedin.com/in/avagembala
TRAINING / DEVELOPMENT AND SAFETY MANAGER
Employee trainer and safety manager with 20+ years experience. Expertise in safety management, workers’
compensation, and training delivery and management. Achieve operational efficiencies with attention to detail and
fast paced results, while maintaining high quality standards. Supervise compliance measures and strive to enhance
outcomes with team building efforts.
Customer Service • Office Administration • Operations Management • Policy / Procedure Development
Process Improvement • Research / Development • Safety Regulations • Team Facilitation
Training / Development • Writing
CAREER ACHIEVEMENTS
Earned good to excellent ratings in facility inspections from the fire department as well as from internal
audits. Prior to my assuming a leadership position, facility inspections rated fair and good.
Reduced vehicle accidents in certain areas by as much as 43.6%. This was a direct result of proper
investigation and site-specific training implementation.
Reduced OSHA recordable injuries by as much as 50% for an area, and by 38.9% for the region.
Exceeded target goal during first quarter I was at the location. Maximum bonus potential was met during the
next three quarters of my tenure in Portland.
Improved sales efforts at the Salem airport location, leading the location to meet or exceed their sales
quota.
Achieved and sustained an 85% to 95% training completion for all courses taught.
Developed area trainer who was promoted to a region trainer and relocated to Houston.
Sought as a Subject Matter Expert in building training outlines. Worked with teams and independently with
the Directors of Training to develop, review, and test outlines.
Completed 95% of safety training for all employees (approximately 650) within a ten month period.
Achieved 85% corporate and OSHA training compliance within seven months.
PROFESSIONAL EXPERIENCE
The Hertz Corporation. 1986 – 2008.
Safety Manager. Dallas, Texas. 2005 – 2008.
• Ensured proper facility hazard control including proper housekeeping, chemical use, MSDS compliance,
and fire control systems.
• Monitored location management for completion of observation of employee work-habit behavior.
• Investigated all vehicle accidents and employee injuries and maintained trend analysis of each.
• Managed all workers' compensation files for proper claim handling through adjusters, case managers,
and doctors.
• Ensured safety training was delivered in a manner timely upon hire and that annual recurrent training
was completed for all employees.
• Helped to create and maintain Emergency Action Plans and Business Resumption Planning for all
locations.
• Monitored DOT compliance for operations with busing and bus maintenance.
• Hired to supervise north Texas, and eventually became the only safety manager in the region, with area
of responsibility encompassing all areas of Texas, Mississippi, and Louisiana.
Revenue Manager. Portland, Oregon. 2004 – 2005.
• Worked with front counter staff on a constant basis to build their confidence in customer service and
sales.
• Coached and trained staff to maximize sales potential.
Ava Gembala • *********@*****.*** • 2
• Maintained contact with operations managers to ensure proper mix of vehicles was available.
Region Training and Communications Manager. Dallas, Texas. 2001 – 2004.
• Managed training efforts in and out of the classroom for my locations.
• Collaborated with my counterpart stationed in the Houston area to develop training outlines for our
locations which specifically required enhanced training.
• Managed and coordinated the efforts of trainers located at the city and area levels. Our goal was to
achieve training compliance for all Hertz personnel in Texas, Louisiana and Mississippi.
Trained trainers as well as employees.
• Served on training development teams to assist with writing of corporate training outlines.
• Participated on a team of 5 to develop appraisal outline for all Training and Communication Managers.
• Facilitated courses including safety, customer service and sales, diversity and management
development outlines for both instructor-led and computer-based training.
Area Training Manager. Dallas, Texas. 2000 – 2001.
• Focused training initiatives on safety training.
• Built a training culture that valued safety awareness.
• Guided safety manager in endeavors to increase employee awareness of safety needs and issues.
City Training Manager. Seattle, Washington. 1999 – 2000.
• Initiated and cultivated a learning mentality through the workforce in this area, which included
approximately 350 employees.
• Worked in tandem with the location safety manager to help build up the safety program through
training.
• Taught course outlines to all staff. Courses included customer service, sales, safety and management
development outlines.
Supervisor. San Francisco International Airport. 1995 – 1999
• Maintained Workers Compensation claims, including follow up.
• Maintained OSHA Record keeping system and OSHA 200 log.
• Maintained records for 160 employees, and tracked attendance for 120 employees.
• Completed new hire and termination paperwork for fleet operations, union and non-union employees.
• Maintained security employee badge distribution for new or replacement badges with access codes.
• Facilitated safety training beginning in 1998 for all classifications, recurrent and new employees.
Counter Sales Representative & Lead Counter Sales Representative. 1986 – 1995.
EDUCATION AND PROFESSIONAL DEVELOPMENT
College of San Mateo. Two years course work towards A.A. degree.
Hertz Seminar, Austin. Introduction to Lean Principles.
NSC Seminar, Dallas. Principles of Occupational Safety & Health (POSH)
TECHNICAL AND TRAINING SKILLS
Hertz designed software
MS Office: Word, Excel, Access, PowerPoint
Trainer Excellence
Hertz Training Center
Ava Gembala • *********@*****.*** • 3
Defensive Driver Trainer
Frontline Leadership Trainer
Standard First Aid Response Trainer
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