Employee Relations Customer Service

Professional Experience

Keller Williams Realty **/2019- Present

Licensed Sales Associate

Assist and provide professional guidance to clients who are purchasing and selling real estate including investment properties.

The Hertz Corporation 09/13/2013- 11/2018

Zone Vice President – Southeast Region. General Manager.

Responsible for $270 M+ business operations with a 35% profit margin: 650+ employees- including 75 managers & an average fleet of 18,000 units. 25 Airport location comprised of Hertz, Dollar and Thrifty brands in Florida, Puerto Rico, Georgia, Alabama, Mississippi, and Louisiana. Managed all aspects of the zone inclusive of business plan development, corporate and regulatory compliance, profit maximization, staffing, fleet management, employee relations, and customer service. Applied dynamic leadership talents toward the recruitment and development of a strong management/ leadership team. Worked with General Managers to develop goals, internal communications and promote organizational, personnel and employee developmental programs. Frequently analyze business expenses and operating results to identify opportunities for reduction and/or improvement in order to meet or exceed revenue, expense, and profit targets. Create and maintain a strong sales and service culture, internal and external. Work with revenue management on volume and revenue per day strategies.

Dollar Thrifty Automotive Group 09/01/1998- 09/2013

Area Director – South Florida. Director of Operations TPA.

Spearheaded full spectrum of $182M+ business operations with a 30% profit margin: 500+ employees- including 47 managers & an average fleet of 14,000 units. 6 Airport City Pools comprised of 17 Dollar and Thrifty locations in: Key West, Miami, Ft. Lauderdale, West Palm, Ft. Myers and Sarasota. Managed all aspects of area inclusive of business plan development, corporate and regulatory compliance, profit maximization, staffing, fleet management, employee relations, and customer service. Applied dynamic leadership talents toward the recruitment and development of a strong management/ leadership team. Worked with General Managers to develop goals, internal communications and promote organizational, personnel and employee developmental programs.

Professional Accomplishments

Locations under my purview experienced exceptional internal and external customer service NPS scores. Experience developing recommendations, analyses and information for multi-location / multi-state business, prepared associated employee communication materials, and ensured compliance with established laws, HR policies and programs including those pertaining but not limited to:

Travel/ Tourism

Leadership Development

Business Analytics

Lean Six Sigma

Maintained the highest incremental sales yield in the country for our company year over year with an average growth rate of 3.5% resulting in an average increase of $1.6M in sales revenue each year. This was accomplished while we experienced continued improvement in manpower productivity.

Spearheaded full spectrum of $180M+ business operations with 500+ employees & an average fleet of 14,000 units with a 30% profit margin. 6 Airport City Pools comprised of 17 Dollar and Thrifty locations in: Key West, Miami, Ft. Lauderdale, West Palm, Ft. Myers and Sarasota.

Developed a strong team of employees, many of which have become excellent leaders who have been promoted and continue to perform successfully in their positions at DTAG.

My Area/Division at Dollar Thrifty has ranked first out of nine areas in the country three times in the last five years in annual performance awards.

My Area/Division’s cumulative customer service scores have been the highest in the country (5% above the company average) over the last three and a half years. September 2009 to present.

Liaison between Operations and IT. Responsible for prioritization and justification for the programming request using ROI, importance and impact on measurable & non-measurable benefits.

Audited locations for Corporate and regulatory compliance. Pre-audited locations to ensure they were compliant with our company’s policy & procedures, as well as Federal requirements for government contracts. Worked with general managers to rectify any deficiencies found.

Skills

Business Plan and Fiscal Budget Development based on P&L Statement and Other Fiscal Report Review/ Multi-Location Facility Management/ New Business Development/ Strategic &Operational Planning,

Contract Negotiation, Revenue Management Reporting, Reservation Day Build & Forecast Demand

Counseling, Employee and Union Relations/ Union Avoidance, Wage and Salary Analysis and Employee Reviews- Annual and Semi-Annual

Progressive Discipline, Severance and Facility Consolidation

Recruiting, Employee Management and Staffing Initiatives, Pre-Employment Testing and Interviewing, Behavioral Interviewing & Coaching for Performance

HR Policy and Procedure, Labor Law [State and Federal] and Company and Federal Regulation Compliance

SOX/ P&L/ EEO/ OSHA/ FMLA/ ADA/ Diversity

Strong oral & written communication skills, excellent analytical, problem solving, and decision making skills

MS Excel, Word, PowerPoint & Outlook

Education

UNIVERSITY OF SOUTH FLORIDA – Tampa, Florida

Bachelor of Science

Licensed Florida Real Estate Sales Associate – SL3438403

Florida Licensed Community Association Manager – CAM53503

Organizations

BIG BROTHERS BIG SISTERS – Palm Beach County, Florida.

REALTORS OF THE PALM BEACHS

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