Customer Service General Manager
Resume:
Keith T. Kawai
Honolulu, Hawaii 96825
ad5btx@r.postjobfree.com
Summary
A results oriented leader, committed to absolute customer satisfaction, financial performance, and employee involvement. Effective strategic thinker, planner and facilitator of new programs and ideas to improve upon current levels of performance. Highly capable in leading large work groups and effectively managing change in a competitive environment while maintaining high customer service levels, and achieving profitable financial results. Area of Competence
Work Place Safety Leadership AP/AR – Collection Financial Forecasting Budget and Cost Analysis Customer Service Asset Management Sales and Marketing Quality Control Communication Continuous Improvement Sales Marketing Account Management New Business Development Professional Experience
Oh Companies 3/20 - Present
Little Hawaii Car Rental
Vice President / General Manager
Little Hawaii Car Rental is a small locally owned car rental business with a fleet of 200 vehicles and 15 employees working out of off airport locations in Honolulu, and Maui.
Upon employment, assessed the company’s current working operational outline. After an analysis, and with the concurrence of the company owner, Implemented new written policies, procedures and processes for a smoother, streamlined, and manageable working environment for all employees. Streamlined processes included vehicle maintenance and repair assessments, cost control to repairing vehicles, vendor relationships to improve upon cost of repairs and servicing.
Strengthen procedures in the human resources recordkeeping, coaching and counseling methods striving for accomplishments in worker safety, knowledge and communication between all levels of the organization. Authored an entire training manual and procedure guide for all new front line employees allowing easier transition into learning their new position with the company.
The pandemic conditions significantly impacted the business with new challenges in sourcing locations to garage the vehicle and reduce our operation condition to meet the struggling financial demands resulting from the loss of visitor industry traffic and revenue. The operation still continues in a very crippled condition. There is indication of recovery which is hopeful and optimistic. United Truck Rental
General Manager 2/06 – 12/19
Responsibilities included complete financial, profit and loss, revenue and expense control, administration, sales and marketing, company website, social media. Fleet/Asset management including operational and maintenance performance. Safety, OSHA workplace compliance
The business is made up of 12 key employees and a vehicle fleet size of 130 vehicles. Specializing in renting commercial vehicles to the general public and local businesses. Being a small local business it was imperative in maintaining accurate vehicle maintenance records, contract records, and financial data.
Preparing company documents for Capital Expenditure purchases from our Bank and financial lenders, Since the owner of the company was of Hawaiian ancestry, I guided the company through the 8(a) certification process and performed all of the required documentation and annual reporting for the company. Secured a few small contracts with the federal government as being listed as an 8(a) vendor. Significant Accomplishments
Safety – 14 years of Zero Recordable Injuries
Profitability – Managed 14 years of 20% to 30% EBITDA Year over Year Results Revenue – Achieved a 2% annual growth based despite new competitor entrants Cost Control – Managed a 27% Salary to Revenue Ratio, Including RPE Customer Service – 4.0 Index
Vinci - Worldwide Flight Services Corporation
Managing Director – Hawaii 4/99 – 1/06
Responsibilities and span of control included the reporting of the 5 Major Hawaiian Island Airports. Complete financial, administration, and operational oversight of the 3 divisions (Passenger/Ramp, Cargo, and Technical Services) which made up the Worldwide Flight Services organization and line of business.
Significant Accomplishments
Successful award of the following ground handling contracts All Nippon Airways. Air Pacific, Air Canada, China Airlines, EVA Air, American Trans Air, Harmony Airways, Philippine Airlines, United Airlines, Air Cargo Trader, and the State of Hawaii. Contributed $10.0 MM in new business revenue since my appointment to AMR Services/Worldwide Flight Services. Revenue booked in 2006 was
$12.0 MM with a 14% field margin. Direct reports include 31 Management and 435 Non-Management. Additional credentials include, C-25a, State of Hawaii Contractors License C-24444, issued by the State of Hawaii Department of Commerce and Consumer Affairs.
Education
Kapiolani Community College
Business
Professional Affiliation
Hawaii Kai Peninsula AOAO Board of Directors – 2004 to 2007 Spokes Committee – 1995 to 2006
Business References:
Chong Pak Tom Nakama
Vice President Commercial Lending Owner
American Savings Bank Promotions Pacific
Joe Saldivar Wally Chin
Safety Inspector CFO
Worldwide Flight Services Hawaii Charities
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