Manager Customer Service

Sanjeev Sharma

**** *********** **, *****, ** ***77.

Cell: 408-***-**** EMAIL: ************@*****.***

Professional Summary

LEAN Six Sigma Certified, results oriented Operations Manager with extensive background in rental car operations, Fleet Management, Business development, Staff training and Customer Service with proven success in streamlining operations, reducing cost and boosting profits.

Skills

Strategic Planning Process Improvement

Team Building Cost Reduction & Containment

Revenue Generation Customer Service Specialist

WORK HISTORY

OCT 2020 TO PRESENT

Working as Store Manager at Tire Choice Auto Service Center at Pleasanton, CA.

From Oct. 2017 to AUG 2020

Worked as Operations Manager FOX RENT A CAR at Oakland International Airport, OAKLAND, CA.

From JULY 2002 TO JULY 2017

Hertz Corp. (RAC) LOCATION MANAGER at SAN JOSE INTERNATIONAL AIRPORT, SAN JOSE, CA

Successfully managed entire rental car operations supported by 100 unionized employees.

Created critical KPI`s to track and improve on timely delivery of clean cars, customer issues, revenue generation, cost reduction and safety statistics.

Improved timely delivery of clean rentable cars by following the SW procedures ultimately resulting in elevated customer satisfaction.

Facilitated progression of operations with implementation of 5S Philosophy (Sort, Set in order, shine, standardize and sustain)

Improved customer satisfaction with staff courtesy metrics by doing 8 D`s (problem solving Technique)

Improved the net promotors score YOY 5% and achieved the best overall customer service manager award.

Improved the revenue generation by 12 % on a quarterly basis VS LY.

Lowered the OVER TIME by 10 % VS LY by doing effective scheduling and shift bids.

Spearheaded on employees’ engagement program resulting in a 10 % decrease in employee turnover.

Increased company market share by 20 % in just first 6 months.

Interviewed, hired and trained new and established Customer Service Representatives.

Provided detailed monthly departmental reports and updates to SENIOR MANAGEMENT.

Awarded the best Customer Service Manager by Division Vice President.

Followed and observed OSHA guidelines to reduce any injury at work place and also a safety coordinator.

Educational Background

Six Sigma certification from Moorstream University, USA.

Advanced diploma in Web & E-Commerce Tech. from STG, INDIA.

Post Graduate diploma in SYSTEMS MANAGEMENT from NIIT, INDIA.

Bachelor`s Degree from Punjab University, Chandigarh, INDIA.

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