Customer Service Manager

RANDOLPH J. NAVY **** Chelsea Brook Court, Houston TX 77089

281-***-**** – **********@***.***

Dynamic and dedicated operations manager with over twenty years experience and in-depth knowledge o f the airport market. Known

ability to consistently exceed all sales and operational goals; routinely promoted to positions of increased responsibility and authority.

Demonstrated success in overseeing operations while driving consistent revenue growth. Proven leadership abilities, able to

effectively train new team members and manage ongoing staff development. Superior organizational and time management skil ls;

effectively manages multiple priorities under pressure, in fast paced, results driven environments. Areas of expertise include:

Operations Management Business Development

Staff Training & Supervision Growth Management

Leadership & Motivation Organization & Time Management

Compliance, Audits & Record Keeping Negotiation & Communication

P ROFESSIONAL E XPERIENCE

D OLLAR T HRIFT Y A UTOMOT IVE G ROUP Houston, TX

Houston IAH Operations Manager – March 2011 – May 2013

Managed the return agents and greeters work group; ensured compliance with all corporate standards.

Provided leadership within all work groups and trained new operations employees.

Monitored daily incremental sales in order to ensure monthly goals were consistently met.

Managed the return agent department, trained agents in proper collections of all fuel charges, which resulted in an

additional revenue stream and increased overall revenue.

Selected Achievements:

Maintained meticulous record-keeping standards, resulting in successful ratings on all internal audits.

Utilized effective leadership and motivational skills to encourage all employees to achieve maximum potential;

resulting in the Houston location posting its first two million dollar months for March 2013 and April 2013.

E NT ERPRISE / N AT IONAL A LAMO Houston, TX

Local Market Branch Manager – September 2009 – March 2011

Managed all facets of branch operations in addition to two satellite locations.

Trained associates in proper customer service to encourage client referrals and ensure client satisfaction.

Ensured proper invoicing and crediting of all accounts receivables.

Trained new employees and managed staff development; motivated employees to achieve maximum potential.

Delegated and followed up with monthly reviews; recommended promotion or termination as needed.

Assisted the Area Manager in conducting weekly and monthly growth planning and location development.

Assistant Airport Manager – September 2007 – September 2009

Managed daily airport operations at Houston Hobby Airport for three company brands.

Monitored MTS training and career progress; delegated and followed up with monthly reviews.

Assisted the Branch Manager and Area Manager in growth planning and location developme nt.

Trained new employees; ensure new hire compliance with corporate on-boarding plans.

D OLLAR T HRIFT Y A UTOMOT IVE G ROUP Houston, TX

Senior Station Manager – November 2005 – August 2007

Trained, mentored, and supervised staff at Houston Hobby and Houston IAH locations.

Prepared and reviewed daily business reports, commission reports, overdue reports and location reports.

R E FE RE NCE S AVAI L AB LE U PO N R EQ UE S T

P AG E 1

RANDOLPH J. NAVY 8802 Chelsea Brook Court, Houston TX 77089

281-***-**** – **********@***.***

Monitored and recommended daily rental rate quotations based on fleet inventory and rental reservations.

Assisted reservation staff as needed: handled incoming phone calls, completed reservations, checked -in and

inspected vehicles, transported customers to and from rental locations, etc.

Received and resolved customer service and employee relations issues or concer ns.

Coordinated and monitored staff scheduling at rental locations; approved or denied time off requests.

Maintained compliance with company standards for facility cleanliness and building and grounds maintenance.

Oversaw payroll and record keeping responsibilities; ensured compliance with all federal and state audits.

Selected Achievements:

Coached counter personnel on sales and customer service techniques; resulting in increased sales and referrals.

Station Manager – November 2003 – November 2005

Oversaw day-to-day operations, including: staff supervision, customer service, payroll and record keeping.

Recruited, screened, and interviewed job candidates; directly supervised Service Agents and Rental Agents.

Monitored and motivated emp loyees to ensure customer needs and sales quotas were met.

Maintained meticulous record-keeping standards, resulting in highly successful rating on internal audits.

Assisted the Brand Manager in preparing and maintaining departmental information, including: daily business

reports, staff schedules, customer service reports, etc.

Selected Achievements:

Developed and implemented a more efficient “Blue Chip” Service at Houston Hobby location.

Quickly mastered new computer programs for complex preparing reports.

Coordinated with senior management members to develop sales and customer service strategies.

Assisted management in implementing sales strategies, resulting in generating new revenue from local hotels.

T HRIFT Y C AR R ENTAL Houston, TX

Assistant City Manager – July 1998 – September 2003

Managed all facets of five suburban locations, which generated in excess of $350,000 monthly.

Assisted senior management in developing location strategies in order to capitalize on local market .

Monitored and maintained new and existing local corporate accounts.

Conducted forecasting, managed business plans, and monitored location performance.

Trained, motivated, and mentored location managers to effectively handle day-to-day operations, including: sales

yield, utility, customer service needs, and time management.

Collaborated with senior management in order to prepare for the daily fleet distribution.

Audited vehicle rates in order to ensure maximum revenue per unit.

Station Manager – June 1993 – July 1998

Managed the Houston Galleria location, which generated $75,000 -$100,000 annually.

Generated leads and conducted weekly sales calls, in order to develop potential business.

Established and maintained a solid relationship with lead contacts for corporate accounts.

Recruited and recommended personnel for advertised positions and promotions.

Monitored and mentored rental agents and service agents; provided all employees with necessary training.

Streamlined work processes and managed scheduling, resulting in decreased wage expenses.

Prepared daily bank deposits and daily business reports.

A DDITIONAL E XPERIENCE

Jun 1991 – Jun 1993

Dollar Rent A Car Operations Manager Houston, TX

Mar 1989 – Jun 1993

Dollar Rent A Car Station Manager Houston, TX

Dec 1987 – Mar 1989

Dollar Rent A Car Sales & Service Agent Houston, TX

Sept 1982 – Feb 1987

Ashbaugh Auto Rental Courtesy Service Agent Houston, TX

R E FE RE NCE S AVAI L AB LE U PO N R EQ UE S T

P AG E 2

RANDOLPH J. NAVY 8802 Chelsea Brook Court, Houston TX 77089

281-***-**** – **********@***.***

E DUCATIONAL B ACKGROUND

E VAN E . W ORT HING H IGH S CHOOL Houston, TX

Diploma

R E FE RE NCE S AVAI L AB LE U PO N R EQ UE S T

P AG E 3

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