Operations Manager Sales Agents

SACHA SYLVAIN

**** ******* **** **, ******* Beach, FL 33436

Tell 954-***-****

E-mail ***********@*****.***

OBJECTIVE

To obtain a challenging position utilizing my broad skills and experiences in management and operations.

EXPERIENCE

DESTINATIONS TRANSPORT GROUP dba AVIS RENT A CAR

Manager 10/2009-Present

Responsible for implementing rental location policies and procedures. Supervise and direct daily operations of the AVIS brand. Ensure the resolution of customer relations issues. Select, assign, and evaluate subordinate personnel and initiate associated personnel actions. Implement daily rental rates based on fleet inventory and rental reservations. Oversee all insurance replacement rentals and create new accounts with body shops and car dealerships. Prepare and review various reports, such as Daily Business Reports, Overdue/Due-back reports, and location performance reports.

DOLLAR THRIFTY AUTOMOTIVE GROUP

Sr Operations Manager 01/2009-10/2009

In charge of the Fort Lauderdale Local Market Area; directly involved with two stores (Port Everglades and Davie), monitored two other agency locations (Lauderdale Lakes and Pompano).

Responsible for coordinating daily operations and staff schedules, greeting customers, resolving customer and employee relation issues, monitoring and recommending daily fleet and rate actions, implementing rental location policies and procedures, coaching employees, preparing reports and monitoring location performance. Supervise Operations Managers, Rental Sales Agents, Staff Assistants, Shuttlers, Bus Drivers and Service Agents.

Operation Manager 08/2007-01/2009

Responsible for coordinating the in-fleet and turn-back of vehicles, resolving customer and employee relations issues, monitoring and updating daily rental rate quotations and coordinating staff scheduling. Supervise Rental Sales Agents, Shuttlers, Bus Drivers and Service Agents. Daily use of problem-solving and decision making techniques which pertain to the development, implementation, or interpretation of procedures and techniques or applications which are central to major business systems within the organization. Supervise and assist staff personnel by receiving phone calls, renting cars, checking-in and inspecting vehicles, preparing vehicles for rental, transporting customers to and from the rental location and coaching counter personnel on sales techniques. Select, assign, train and evaluate subordinate personnel and recommend or initiate associated personnel actions.

Coordinate the in-fleeting of new vehicles by inspecting them upon arrival, assigning identification numbers, putting stickers on vehicles, retrieving vehicle manuals and recording various vehicle information.

Coordinate the turn-back of vehicles by preparing lists of vehicles needing to be grounded, grounding and gathering vehicles, arranging to have vehicles repaired if needed, contacting ITS inspector to inspect grounded vehicles, compiling documents for termination of leases and contacting trucking companies to arrange the transportation of vehicles to auction.

Monitor and review fleet inventory and maintenance records; coordinate the transfer or repair of vehicles and shuttle buses from locations to maintain proper inventory.

Develop, recommend and implement various procedures.

Prepare and review various reports, such as Daily Business Reports, circle sheets, overdue/due-back reports, commission reports, and location performance reports; ensure the whereabouts of all rental vehicles by conducting lot inventories.

Perform related responsibilities as required or assigned.

LAKER AIRWAYS (Bahamas) Ltd

Manager of Stations 08/2002-09/2006

Responsible for all stations operated by Laker Airways; responsible for hiring and training other station managers and operation staff; in charge of setting up ground handling; key contact for dealings with all government agencies. Performed routine and regular station inspections and ensured all necessary improvements. In charge of all Ad Hoc stations; set up and made necessary payment arrangements with clients/vendors. Assured timely and accurate completion of all landing reports, DOT reports and customs reports. In constant communication with the TSA with regards to new and updated security and no fly lists; and in charge of the distribution of that information to all stations and staff.

ATLAS AIR

Ground Operations Coordinator/ Operations Duty Manager 05/2000-08/2002

Duties included: setting up ground handling in different stations; provided aviation information, ground handling information, customs and immigration information, cost for airport operation, etc. for all new stations. Dealt directly with vendors and assured they were properly equipped to handle aircrafts upon arrival. Kept constant contact with all ground representatives (Station Mangers) and alerted them of any non-routine Operations. Key contact for all ground representatives (Station Managers) and ensured prompt resolution of any unforeseen problems. Duties also included proper channeling of any charter information to the proper personnel; departments, loadmasters, crewmembers etc… Worked on special assignments for both the Manager and the Director of the Ground Ops Department; Worked alongside the IT Department on the Database regarding all of our charter flights, and ensured they were accessible thru the Internet.

Ensured that Atlas Air operations continually maintained an optimal level of flight activity through a proactive approach in the decision making process. Made sure all pertinent operational issues were directed to and were approved by the Duty Manager; which guaranteed that the department had on hand the most current information regarding fleet disposition. Responsible for the steady and efficient day-to-day operations, utilizing the available resources necessary to do so. As Duty Manager I monitored all flight activities for a given twelve-hour shift. With the assistance of an Operation Coordinator, ensured the continuity in the disposition of each aircraft at all times. Worked in collaboration with all departments such as; Maintenance, Crew Scheduling, Station Personnel, etc. to maximize the ability to make proactive decision, thus helping create a strong on-time performance.

TOWER AIR

Station Manager MIA, FLL 07/1996 – 05/2000

Report to the Director of Schedule Stations. Coordinate all activities at the local station. Direct and control all day-to-day activities at the station to ensure on-time aircraft servicing and handling. Functions as Tower Air representative to Federal and local authority on all issues regarding the Company at the station. Responsible for Company compliance with Federal and local regulation.

Responsible for employee compliance with company policies. Ensure that all company employee operate in a safe and efficient manner.

Arrange for accommodation for delayed Passengers in coordination with the Director of System Control, authorizing ground feeding, and hotel accommodation according to the Tower Air delay Procedures. Supervising all Customer Service and Ground Operation personnel in the station.

Responsible for the ground Operation performance of the stations. Maintain schedule quality control audit for MIA and FLL. Insure that all vendors and ground handlers meet all Tower Air standards including areas of safety and security.

Worldwide Operation Controller

In charge of day-to-day system wide operation, overseeing all stations. Communication focal point for all departments: Maintenance, Dispatch, Crew scheduling and Passenger Service. Responsible for Operations decisions in critical situations: delaying flights, swapping A/Cs, and setting up alternate airport when it is necessary (due to mechanical or weather conditions). Responsible for setting up sub-services for other carriers and charter flights for Travel Agencies and Charter Companies during off-hours.

Operation Representative

In charge of flight operation in down-line stations (where Tower Air does not have a Control Center), making sure that all service company are present on arrival and departure assuring a smooth operation. Member of flight crew when Tower Air operates charter flights, especially military charters. Solve all problems that may arise, as best as possible; keep in contact with Headquarters in New York during delay situations. Assist flight crew with things they need, making sure that A/C is serviced for next departure; collect all necessary paper work that the cockpit crew needs before take off (flight plans, weather package and prepare the weight and balance).

In Charge of Control Center (Ops) for the 1996 and 1997 Hajj Project (Daily flights between Jeddah/Saudi Arabia and Jakarta) in Jeddah, Saudi Arabia.

Shift Manager/Passenger Service 4/1995 – 07-1996

Supervised a team of 20 Passenger Service Agents. Interviewed and selected new staff, evaluated their effectiveness, and determined retention. Monitored staff performance relative to customer service, time management, and lost time. Updated and generated reports related to connecting and/or down-line passengers, followed administrative procedures relating to incoming and outgoing flights to ensure proper procedures followed and on-time departures.

Provided operations services for the 1995 Hajj Project for 2 months in Jakarta, Indonesia.

Lead Ramp Agent/Control 1/1993 - 4/1995

Responsible for the monitoring and administrative procedures relating to incoming and outgoing flights to ensure proper procedures followed and on-time departures. Served as liaison between 8 Ramp Agents and Management, helping to coordinate as well as maintain rampers' schedule to cover operational needs, and resolve agents scheduling conflicts.

Lead Passenger Service Agent 4/1990 - 12/1992

Delegated daily work schedules to agents according to operational needs. Assisted Shift Managers with the updating and generating of computer related connection and down-line passengers.

EDUCATION

St. Francis College, Brooklyn Heights, NY

Major: Aviation Management 1997

William Paterson College, Wayne, New Jersey

Major: Computer Sciences September '87 to December '90

Minor: Mathematics

RELEVANT INFORMATION

Typing: 65 wpm

Microsoft Office: Advanced Knowledge

Excel: Intermediate Knowledge

Languages

English: Native Speaker

French: Native Speaker

Haitian Creole: Native Speaker

Spanish: Some Knowledge

REFERENCES

Available upon request

Contact this candidate