Customer Service Manager

ROBERT T. AMPORFUL

* ****** ******, ***** *****, NJ 08879 Telephone: 732-***-****/732-***-****

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

Operations Director with a demonstrated record of exceeding Profitability

Goals, turning around underperforming units through Productivity

Efficiencies, Process Excellence, Revenue and Market Share Growth.

Core Competencies

Income statement and Financial Analysis

Pareto Analysis/8D Problem Solving

Turnaround/Change Management

Value Stream Mapping/5Whys

Recruiting/Hiring/Training & Development

Six Sigma Yellow Belt Certified

Forecasting and Strategic Planning

Six Sigma Green Belt in Progress

Experience

Hertz Corporation

LaGuardia Airport, Flushing, NY

Area Manager

July 2011 - Present

. Led Location from 10yrs of Loss to Profit. 2012 Achieved 680% of

Business Plan

. Market Share Growth of 400 Basis Points 2012 YOY

. Improved Employee Satisfaction by 12% 2012 YOY

. Improve Utilization 2% 2012 YOY by successfully managing 15,000

monthly rentals

. Lead, Oversee and Monitor 84 employees within Customer Service and

Operations

. Train, develop and hold managers accountable for performance and skill

sets

. Analyze data, deep dive and identify root cause to issues, find &

implement solutions

. Oversee the implementation of Corporate Strategic Initiative

Hertz Corporation

Manhattan, NY

Area Manager

January 2011 - July 2011

. Developed an ancillary sales strategy adopted regionally which

increased service revenue by 23%

. Directed all business operations for 14 retail locations in five

markets, and managed operational compliance and developed and reviewed

all budget.

. Developed local marketing initiatives and strategic vendor

partnerships that allowed for greater market penetration and increased

revenue

. Successfully trained 14 Branch Managers for on boarding and mentoring

initiative

. Trained, Coached, and Monitored to ensure Execution of Performance to

Standards

. Instituted a robust Recognition/Accountability program celebrating

outstanding achievers

. Hosted a weekly conference call with peers to share Best Practices

Hertz Corporation

Newark, NJ/Washington, DC

CSR, Location Manager 1, 2, 3

August 2002 - December 2010

. Monitor and Oversee Managers and Staff within Customer Service and

Operations

. Increase Market Share through Volume Increases and Strategic Pricing

. Increase Utilization, Service Revenue Per Day and Net Promoter Score

. Train, develop and hold accountable manager's performance and skill

set

. Provide support and critical feedback to location staff.

. Increase Net Promoter Scores, analyze data, communicate results and

accountability

. Managed 1000 drivers to distribute 25,000 vehicles in a tri-state area

Bed, Bath and Beyond East Hanover, NJ

Supervisor

June 2001 - August 2002

. Supervised and led sales associates to provide exemplary customer

service and sales to customer base

. Maintained product supply on the sales floor

. Provided product explanation to customers and assisted at check out

Additional

. Co-founder, Board Member of NeoAfrica Foundation, Jersey City, NJ &

Accra, Ghana

. Emerging Markets Leaders for Tomorrow (Member)

. Outdoor Enthusiast: Outward Bound Alum; Sports: football, squash,

inter-country road trips

Education

Keller Graduate School, New York, NY MBA Finance 2014

New Jersey City University, Jersey City, NJ BBA Management 2007

Valley View University, Accra, Ghana BBA Accounting 2001

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