Customer Service Care
Resume:
Christina J. Gipson
Madison, WI 53705
*********@******.***
Objective
Dedication and ambition for change, growth and success has provided me with opportunities and knowledge of many levels and aspect of a company. This includes administration, customer satisfaction, operations, employee development, project management, as well as working with every level of employees. Overall, 24 years in customer relations.
Professional Experience
Ace Rent A Car, April 2014-March 2020
Lead Customer Care Specialist
Leadership of a team 2-5 employees
Handled all customer service and billing issues for all U.S. locations.
Traveled to all U.S. locations to perform customer service Audits.
Replied to all Consumer Affairs Complaints, BBB Complaints.
Eagle Creek, Private Airport, March 2013-April 2014
Customer Relations Manager
Responsible for VIP customers. (Booking rental cars, hotel rooms)
Scheduling-produced efficient and productive work staff
Recruited, hired, disciplined, reviewed, terminated employees
National Car Rental and Alamo Rent a Car July 2002-February 2012
Branch Manager- 2006- 2012
Leadership of a team of 10-15 employees
Scheduling-produced efficient and productive work staff
Recruited, hired, disciplined, reviewed, terminated employees
Training-created and implemented training materials for new hire and continuous training
Customer Retention
Customer Resolution-requirement for returning customer base
15 plus years of customer service skills
Change Management and Project Management
Oversaw and implemented change of employee's responsibilities.
Provided oral and written communication of new policies and procedures
Sales-Performance Improvement Motivated employees by preparing motivational emails, ongoing coaching, and implementing contests
Revenue and Inventory Management
Maximized revenue-rate management, fuel sales, additional products sales
Strategic Planning-planned fleet numbers in order to maximize profitability
Competitive Market Strategy-continuously reviewing rates and product pricing against competitors in order to maximize our rentals and revenue.
Loss Control Agent- 2004-2006
Knowledgeable in auto policies, claims collections, as well as state laws regarding liability and responsibility of payment
Increased collections 3%
Decreased unreported loss
Training of all level of employees on claims procedures as well as training and management of other claims managers
Helped with creation of new claims computer program
Implemented damage inspection procedures
Customer Service Agent 2002-2004
Greeting Customers
Assisted with their rental car needs
Selling additional products such as upgrades, pre-paid fuel and upgrades of car class
Answering multi-line phones and dispatching busses to transport customers to and from Airport.
Assisting management with reports
Budget Car Rental Indianapolis Airport April 1996-August 2001
Night Shift Supervisor 1999-2001
Manage night shift employees.
Selling additional products such as upgrades, pre-paid fuel and upgrades of car class
Assist upper management with reports
Handled all customer issues to ensure that customers were happy with their rental experience.
Customer Service Agent 1996-1999
Greeting Customers
Assisted with their rental car needs
Selling additional products such as upgrades, pre-paid fuel and upgrades of car class
Answering multi-line phones and dispatching busses to transport customers to and from Airport. Assisting management with reports
Education
Ben Davis High School, Diploma, Indianapolis, IN
Skills
Microsoft Office Applications, ADP Human resources, Excel, Several rental care rent systems.
Interests
Spending time with family and friends, enjoying the outdoors and traveling.
References
Jason Walsh Mike Wynn
Ace Rent A Car Enterprise Holdings, National Car Rental
Indianapolis, IN Indianapolis, IN
******@***********.*** *******.*.****@***.***
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