Customer Service Quality Assurance

Guillermo R Molina **** Sandcrest Circle, Orlando, FL,

32819

Phone: 305-***-****

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

Objective

Seeking for a position in a well established organization and want to put all my skills and experience into

practice to provide quality services.

Summary of Skills

Worked honestly for the organization

Served as a liaison between the organization and the customers

Served the organization whole heartedly

Appraised by management several times for best performance

CDL CLASS A with airbrake and passenger endorsements

Work Experience

Motor Coach Driver – 01/2011 to 06/2012

Mears Transportation Group - Orlando, FL 32806

• Follows specific regularly scheduled routes, charter routes or responds to requests from dispatch

or management for unscheduled pick-ups or drop-offs

• Assists passengers in boarding and exiting vehicle.

• Responsible for loading, unloading and moving luggage, packages and other items as needed.

• Transmits and receives information over two-way radio system and mobile data terminals.

Monitors traffic and weather conditions and notifies dispatch of potential problems.

• Reports accidents or other safety situations to dispatch. Counts money and makes correct change

for passenger fares.

• Accurately completes a DVIR (Daily Vehicle Inspection Report) on a daily basis and turns into

maintenance shop if problems exist. Responsible for ensuring inside and outside of vehicle are

properly cleaned and fueled on an ongoing basis. Keeps interior of vehicle neat and orderly.

• Accurately completes driver trip sheet for each shift with information including vehicle number,

number of passengers, pick-up and drop-off times, mileages, fares, destinations, etc.

• Learns and provides guests and passengers with appropriate information regarding lodging,

entertainment and attractions within service area.

• Learns and remembers locations of various destination points serviced by the fleet including

lodging, entertainment and attraction sites.

• Treats all guests, customers, supervisors, managers, co-workers, and all other persons in a

courteous, friendly and professional manner.

• Also may be required to perform other related duties as requested.

Machine Operator - 03/2010 to 07/2010

Howard Leasing - Bradenton, FL, 34758

Courtesy Bus Driver - 06/1998 to 08/2008

Avis Rent a Car Logan Airport - Boston, MA

• Transport customers between airport terminals and our rental facility

• Respond to and anticipate customer service needs and issues

• Process and assign rentals to the Preferred Avis Customer using a remote computer

• Inform customers about Avis cars and sell other services and benefits

• Work for long hours and showed honesty in dealing with the outsiders

• Provide positive information about the organization

Service Agent Supervisor - 04/1996 to 06/2008

Avis Rent a Car Logan Airport - Boston, MA

• Supervise all activities within the Service Agent area.

• . Ensure work area is clean, safe and free of hazards.

• . Ensure that vehicles are driven within the facility in a safe manner.

• . Maintain and inspect all vehicles to ensure that the Avis Quality Assurance standards are met.

• Plan, schedule, assign, direct and control work to Service Agents in response to changing work

flow situations to ensure timely completion, responds to lapses in productivity by initiating

corrective action; coordinate workflow with other areas.

• Notify other managers responsible for unavailable vehicles e.g. registration, etc. to make those

vehicles available for rental.

• Develop and implements new operational techniques and procedures and insures adherence to

existing operational policies and procedures; recommends improvements to managers at various

levels

• Monitor work-flow and reviews work being performed in the area to ensure complete, timely and

consistent results,

• Inform M&D Manager of any serious and/or recurring problem.

• Evaluate the performance of subordinates in formal review and recommend salary increases;

counsel subordinates on improving work performance and initiates corrective action in response

to personnel problems.

• Direct the training or train new employees to perform their duties in a manner consistent with

company standards evaluate the performance of trainees.

• Perform other duties as requested.

General Manager - 01/1991 to 04/1996

Marry’s Gas Station (HESS) - Salem, MA, 01970

• Ensure that each customer receives outstanding service by providing a friendly, welcoming

environment which includes greeting and acknowledging every customer, maintaining

outstanding standards, solid product knowledge and all other components

• Control shrink, expenses, and payroll

• Ensure appropriate merchandise stock levels, merchandise presentation, signing, and assortment

in all departments; ensure selling floor is adequately stocked

• Comparison shop and report results; share information with corporate office and make

appropriate price adjustments as required

• Ensure compliance with all policies and procedures through regular management and staff

meetings, store walk-thru's, audits, etc.

• Train and develop store management in all aspects of the business; direct and monitor training

and development for all store level personnel

• Any other responsibilities as assigned

Machine Operator - 03/1989 to 01/1991

Navisco - Cambridge, MA, 02139

• Operate and set-up equipment on production line and ensures their proper operation.

• Operate all on-off switches in case of malfunctioning equipment.

• Make mechanical adjustments to equipment on filling lines as needed (notifies maintenance

department or supervisor of major mechanical or electrical problems).

• Ensure that appropriate safety procedures are followed at all times.

• Assure that equipment is cleaned between products.

• Maintain a neat and orderly department at all times, and upon completion of shift sees that all

equipment is thoroughly rinsed according to manufacturer's recommendations.

• Comply with all company, Federal and State regulations

Skills

• Outstanding Inter Personal Communication

• Written and Verbal Communication English and Spanish

• First Class Service Delivery

• Rapport Building

• Decision Making

• Teamwork

Education

Scale Adult Education Center - 1991 GED, Cambridge, MA

Miguel de Cervantes - 1987 High School Diploma, Managua, Nicaragua

American Academy of English 1985 to 1987 ESL/EFL Certification, Managua, Nicaragua

References

Available upon request

Contact this candidate