Customer Service Sales

Monica A. Taylor

*** ********* ** *******, ** ***09

901-***-**** (cell) *********@*****.***

SUMMARY

Experienced Customer Service, Sales, and Management professional with more than 15 years of experience in car rental and service industries. Professional attitude and demeanor for managing relationships and working with all levels of professionals and management. Strengths include providing exceptional customer service, recovering failing business units, developing positive peer and business relationships, and demonstrating a great work ethic.

Skills:

Supervision and Management

Customer Service

Sales (Customer, Business, and Outside)

Recruitment and Interviewing

New Employee Orientation

Conflict Resolution

Policies and Procedures

HR and OSHA Compliance

ASAP Web Reservation System

Kronos Timekeeping System

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

PROFESSIONAL EXPERIENCE

Hertz Corporation, Memphis, TN 01/2007 – Present

Branch Manager, 05/2007 – Present

Increased quarterly profits by $20,000 or more per quarter. Ensure all sales goals and quotas are met.

Improved customer service score at lowest performing branch from 20% to 80%. Ensure all agents are providing exceptional customer service. Handle all customer service issues or complaints.

Developed long-term business and leisure relationships that allowed increase in car rentals by 30%. Maintain marketing plan for continuous increase in customer base.

Recruit, interview, hire, and train new employees. Process new employee paperwork. Conduct new employee orientation. Maintain new employee and ongoing training schedule. Handle all employee issues. Complete weekly payroll and make timecard corrections.

Manage fleet of more than 200 vehicles. Process request for all fleet tags, maintenance, and turn-backs.

Process daily deposits. Analyze daily and monthly reports. Report sales numbers and new goals to Area Manager.

Management Trainee, 01/2007 – 05/2007

Recognized for increasing sales, expanding service area, maintaining above expected sales goals.

Assisted customers with business, leisure, and insurance replacement reservations and returns of rental vehicles.

Maintained individual and branch sales goals.

Supported Branch Manager with developing and implementing effective marketing strategies.

Cleaned service sites and vehicles to ensure professional appearance and positive customer service.

Alamo/National Car Rental, Memphis, TN 10/1991 – 01/2007

Manager, 06/2003 – 01/2007

Increased company profit by $30,000. Increased optional services sales. Recognized for positive customer feedback. Ensured monthly goals were met and maintained by all employees. Initiated marketing plans to continuously increase sales and clientele.

Interviewed, hired, and trained new employees. Conducted new employee orientation. Prepared weekly work schedules.

Accounted for cash and deposits on a daily basis. Investigated any discrepancies in cash count.

Lead Customer Service Agent, 10/1996 – 05/2003

Trained Customer Service Agents on company systems, policies, and procedures.

Resolved customer issues and account issues. Reported account issues to Corporate for reporting purposes.

Customer Service Agent, 10/1991 – 01/1996

Prepared reservations for leisure and business car rentals. Ensured monthly sales goals were met. Assisted customers with questions and issues.

EDUCATION

Rice College, Memphis, TN 1989-1991

Completed coursework towards B.A. in Business Administration

Contact this candidate