Manager Customer Service

** ********** ***** 949-***-****

Irvine, CA ****0 ********@*****.***

Ramzi Toukhli

Objective To utilize and enhance my proven management, sales and leadership skills in a stimulating and challenging environment. Qualifications

• 30 years of progressive supervisory and management experience.

• Direct profit and loss responsibility including revenue generation and expense reduction.

• Extensive multi-site management experience.

• Human relations responsibility in 15 diverse work environments.

• Excellent interpersonal and communication skills.

• Ability to work independently and as a cooperative team member.

• Experienced facilitator of team building workshops, leadership assessment and development.

• Basic computer skills.

• Extensive knowledge on rate automation and revenue management for the car rental industry.

Work Experience

General Management

• Inventory and product distribution management.

• Yield and pricing management.

• Forecast, budget and manage the key financial drivers to include revenue, transactions, market share, market segment mix, utilization, fleet mix, wage expense, daily dollar average, revenue per vehicle, incremental revenue penetration and fleet size.

• Identification and selection of potential properties and independent contractors for multi-site car rental operations.

• Facilities management including vendor selection, cost estimates, review of vendor performance.

• Company representative for all onsite meetings and inspections by government regulatory agencies.

• Extensive customer service and customer relations experience in a high volume environment.

• Trouble shooting, problem solving and process

improvement to meet company productivity and quality assurance standards.

• Responsibility for fleet maintenance, new car delivery and vehicle disposal for a car rental fleet of over 8,000 vehicles. Human Resources and Personnel Management

• Responsibility for development, performance management and performance review of 16 subordinate managers.

• Member of Northern California labor negotiation team. Negotiations include those with multiple Teamster and Machinist locals covering customer service and fleet services employees.

• Administration of Workers Compensation including accident investigation, accident prevention, workplace safety inspection, facilitation of monthly safety committee meetings and review of limited duty assignments.

• Responsibility for providing a safe, friendly and cooperative work environment for over 400 employees measured by a bi-annual employee survey results.

• Review, approval and administration of Family Medical Leave Act, California Family Rights Act and Pregnancy Disability Leave.

• Facilitator of monthly Employee Participation Group meetings intended to increase employee involvement and operating efficiencies.

• Compliance with company policies and procedures. Professional Experience

• Executive Sales Manager, Rate Highway Inc. Newport Beach, CA 11/15 - 08/17

• Senior Branch Manager, Sixt Rent A Car San Francisco, CA 07/15 – 12/15

• General Manager, Airport Van Rental Las Vegas,NV 7/14 – 07/15

• City Manager, Advantage Rent A Car Las Vegas, NV 07/13- 07/14 Achieved record revenue per unit, revenue per day and counter sales in 2014. Recruited, hired, trained and successfully managed Las Vegas Airport, 4 hotel locations and an Out Source company.

• City Manager, Payless Car Rental San Jose, CA 06/12- 07/13. Successfully opened a new location at San Jose International Airport Aug 1, 2012. Hired, trained and developed 24 new associates and ran every aspect of the operation successfully.

• Branch Manager, Triangle Rent A Car Columbia, SC 05/10 – 06/12. Achieved record profit of 13.22% in 2011

(first full year of employment) vs. 2010 of 6.29%. Achieved record profit of 20.7% for first 4 months in 2012 vs. 12.7% during the same period in 2011.

• District Manager, Avis Budget Group San Francisco, CA 11/07- 12/09. Achieved record revenue, profit, counter sales and best of the best in customer service in the division

(2008).

• District Manager, Avis Budget Group Maui, HI

10/05-11/07. Achieved record revenue, profit, counter sales and best of the best in customer service in the division for 2 consecutive years 2006 – 2007.

• District Manager, Avis Inc. San Diego, CA 11/04- 10/05.

• District Manager, Avis Inc. Maui, HI 09/01-11/04. Achieved record revenue, Profit and best of the best in customer service for 3 consecutive years (2002 – 2004)

• District Manager, Avis Inc. Burbank, CA 01/01-09/01.

• Airport Manager, Avis Inc. Tampa, FL 01/97-01/01.

• Airport Manager, Avis Inc. Minneapolis, MN

03/95-01/97.

• Airport Manager, Avis Inc. Pittsburgh, PA 02/93-03/95.

• Agency Manager, Avis Inc. Detroit, MI 06/92-02/93.

• Operations Manager, Avis Inc. Detroit, MI 01/92-06/92.

• Agency Manager, Avis Inc. Teaneck, NJ 01/90-01/92.

• Operation Manager, Avis Inc. Newark, NJ 12/89-01/90.

• Shift Manager, Avis Inc. Syracuse, NY 5/89-12/89.

• Training coordinator, Avis Inc. Boston, MA 7/88-5/89

• Rental sales Agent, Avis Inc. Boston, MA 10/87-7/88

• Branch Manager, Budget Inc. Amman, Jordan

08/86-09/87.

• Cashier/Receptionist, San Rock Hotel Amman Jordan 6/85-8/86.

Education Biruini Collage Amman, Jordan 1983-1985

Computer Programming

• California Real Estate License 05/2010

State Of California – Department Of Real Estate

Allied Real Estate School

• Certificate of completion - Management Action Program 02/2016 - MAP Vital Factors Solutions

Personal

• Extensive business and personal travel throughout the United States, Europe, Latin America and the Caribbean.

• Enjoy basket ball, volley ball, swimming, advanced diving, hiking, weight lifting, personal training and spending quality time with my wife and 2 boys.

Contact this candidate