Customer Service Development Analyst

Michael N Errar

**** * ******* ****** *** A*** Miramar FL 33025 Phone – 954-***-**** – *******@*****.***

PROFILE

Business development analyst with expertise helping sales operations for turnaround and high growth organizations. Extensive experience in financial and cash flow analysis, customer service and marketing. More than 15 years in the logistics, transportation, financial and customer service industries. Core competencies include: business development and expansion, forging strategic alliances, sales team building and leadership, presentation and negotiation, new product launches.

PROFESSIONAL EXPERIENCE

Property Manager

Sovran Acquisitions

Margate FL, 2016- 2019

• Prepare, implement, and monitor operating budgets ( s) for each assigned property. Achieve highest possible return on investment through effective cost control and maximizing revenue. Maintain budgeted occupancy levels at approved rental rates.

• Where applicable, assist in developing tenant marketing programs. Develop tenant retention programs, as applicable, for assigned portfolio of properties.

• Audit all new and current lease files for accuracy and compliance, especially in connection with necessary legal and in-surance documents.

• Collect specified rents and delinquent payments, assist legal associate in filing evictions, and request write-offs as nec-essary.

• Supervise maintenance of buildings and grounds. Arrange for alterations to, or maintenance upkeep of, or reconditioning of, properties as specified in individual lease agreements and pursuant to capital improvement schedule.

• Conduct periodic meetings with site staff as applicable. Employ or secure contract for services by maintenance person-nel, grounds keeping personnel, onsite management and security services, if applicable.

• Attend to tenant issues and needs, including but not limited to tenant disputes, assisting with renewals and any mainte-nance concerns. Coordinate and assist on special property projects (e.g., redevelopment, bank inspections, refinancing, and tenant build-outs).

• Generate and submit regular reports on property status (e.g. quarterly executive summary reporting, monthly variance re-porting). Review and process account receivables and account payables in a timely manner. Prepare and maintain tenant and vendor correspondence.

District Manager

Dollar Financial Group

Ft Lauderdale FL 2013-2015

• Marketing leadership and training facilitation, analytics project management, performance management in the cash advance business.

• Ensure managers are driving company and improving brand reputation.

• Overall management of capital needs for the area, financial performance and expense review.

• responsibility for escalated customer and associate issues in a timely fashion.

• Operational budget management and control as well as cash flow forecasting.

• Coaching, evaluation and mentoring of location managers.

Agency Manager

Budget Car and Truck Rental

Ft Lauderdale FL, 2002- 2012

• Recruited to achieve revenue targets in new market (s) for 3 medium sized car and truck rental facilities, 29 full time employees and 9 part-time employees

• Identify the organization's financial and operational strengths and weaknesses and suggests areas of improvement.

• Review and edit requirements, specifications, business processes and recommendations related to proposed solution.

• Responsible for the recruitment, supervision and performance evaluation of customer service, administrative and operational staff.

• Operational budget planning and control, cash flow forecasting to support recommendations to corporate.

• Reduction of staff

• turnover from 68% to 14% by improving staff orientation and training, professional development, and mid-level management coaching.

• Oversight of all aspects of staff performance; performance evaluation, progressive discipline, mediation of staff disputes and grievance procedures in accordance with state and federal laws.

• Leadership in the setting and achieving of strategic and organizational goals.

• Established training programs for staff in regard to all aspects of workplace performance and professional development.

• Implementation of local market sales program, increasing revenue by as much as 38% annually.

• An unwavering commitment to customer service, improving customer base as well as retention

• Liaison with corporate partners on all aspects of P &L and business planning.

• Development and implementation of sales objectives and strategies to improve the overall business of the organization.

District Director of Operations Check N Go

Chicago IL, 1999-2002

• Responsible for financial management of 17 stores in the short term loan industry with up to 56 employees and annual sales exceeding $16 Million.

• Focus on the soft problem cost of each location with a view to implementing solutions.

• Conduct monthly audits on each location both financial and operational.

• Charged with the improvement of loan record and customer information accuracy.

• Developed a financial modeling system to evaluate multiple "what-if" scenarios; system reduced customer complaints by 80%, increased process accuracy, and improved staff's awareness of actions needed to reach sales and financial goals.

• Implemented customer loyalty points system with a view to increasing customer retention.

• Identification of new processes to improve quality, reduce costs, and increase margin.

• Recommend new store locations as well as suggest closures.

• Determine cause for store specific problems and find solutions.

• Analysis of district sales trends with a view to increasing area profitability.

• Development and implementation of sales objectives and strategies to improve the overall business of the organization.

• Training of management personnel.

Skills

• Proficiency in Microsoft Office Word, Excel, Access Outlook and PowerPoint

Education

• BA

University of the West Indies Major: History

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