Customer Support Service

**** *. ***** *. **, Apt ***

Tulsa, OK *****

********.**********@*****.***

Jennifer L. Gibson

Objective

To integrate my interpersonal and leadership skills into a challenging work environment that will further the success of my department and employer.

Summary of Qualifications

Technical Skills: Proficient in Microsoft Office applications, including MS Word, Access, Excel, Outlook, PowerPoint and Dynamics 365 CRM. Also experienced in Business Objects, Odyssey, Account Maintenance, Rental Financial Systems (RFS), WorkBrain, and SAP.

Organizational Skills: Experience working in challenging, fast-paced environment. Can efficiently maintain documentation pertinent to daily tasks for both myself and subordinates.

Relational Skills: Experience developing strong business-to-business relationships with corporate customers as well as a variety of interdepartmental managers. Identify with subordinates based on different personality types.

Analytical Skills: Skilled in evaluating rate and contract issues. Experience analyzing workflow and identifying trends in work performed. Investigate customer service and personnel issues, ensuring objectivity when deciding best course of action. Use facts and logic when making decisions for/regarding subordinates.

Work Experience

2020 – Present Service Envoy, LLC Tulsa, OK

Dispatcher/High-level Admin

Responsible for scheduling work for field technicians for multiple IT jobs; Responsible for invoicing customers and receiving payment; Process payroll for all employees on a bi-weekly basis; pay all bills for two companies; run weekly reports to help track profit and loss as well as identifying trends. Process returns for defective parts. Perform all standard administrative duties.

2010 - 2020 Enterprise Holdings, Inc Tulsa, OK

Enterprise Holdings is the parent company of Enterprise Rent-A-Car, National Car Rental, and Alamo Rent- A-Car.

Account Development Supervisor – Sales Support

Oversaw eight Account Development Representatives. Provided training and continuous coaching to help them develop skills to advance into other positions. Conducted interviews, monthly and annual evaluations, monitored and approved timesheets in WorkBrain. Administered corrective action, as needed. Assisted with projects, as assigned by upper management. Escalated system and departmental issues, as needed. Monitored work performed via CRM database and identified trends in workflow. Monitored attendance and personnel issues. Collaborated with coworkers and upper management to develop ideas for process improvement. Delegated work as needed.

2008 - 2010 Enterprise Holdings, Inc Tulsa, OK

Enterprise Holdings is the parent company of Enterprise Rent-A-Car, National Car Rental, and Alamo Rent- A-Car.

Account Development Representative – Sales Support

Maintained strong working relationships with both corporate customers and internal Sales Executives in several regions throughout the country. Served as main point of contact for corporate customers who encounter problems or have questions about their account, specific rentals, or the rental process. Played vital role in new sale implementation process, ensuring loyalty program enrollments are completed smoothly and billing processes are explained clearly and executed properly. Provided reporting and submit sales tasks using MS Excel and the CRM database, respectively. Worked closely with numerous departments within the organization, such as Accounts Receivable, Credit Processing, Information Management, Corporate Customer Support, Damage Recovery Unit, Citations, and management within individual rental branches worldwide, to satisfy customer needs. Assisted with coaching and motivating Sales Executives to follow particular procedures and processes set forth in departmental training documentation.

2007 - 2008 Enterprise Holdings, Inc Tulsa, OK

Enterprise Holdings is the parent company of Enterprise Rent-A-Car, National Car Rental, and Alamo Rent- A-Car.

Marketing Analyst – Travel Industry Marketing

Balanced and maintained marketing budgets in excess of $12 million via PO database in MS Access. Generated reports daily in Business Objects, displaying production forecasts and the outcome of promotional activities. Built and maintained Excel spreadsheets. Worked directly with managers and directors to help analyze marketing forecasts. To assist Airline Team, traveled to visit customer call centers as needed – made presentations and facilitated follow up.

2005 - 2007 Enterprise Holdings, Inc Tulsa, OK

Enterprise Holdings is the parent company of Enterprise Rent-A-Car, National Car Rental, and Alamo Rent- A-Car.

Global Information Analyst – Information Management

Worked with marketing personnel to process various promotional requests pertaining to customers, partners, and accounts. Analyzed rate issues from both field and in-house associates. Loaded rates and processed corporate contracts, using Odyssey database. Audited colleagues’ completed contracts. Worked extensively in Excel and MS Access. Completed miscellaneous projects, as assigned by management.

2003 - 2005 Scan-Optics Inc. Manchester, CT

Service Dispatcher – Dispatch

Dispatched Field Service Engineers to various customer locations throughout the United States and Canada, maintaining accuracy and sense of urgency. Assisted customers with coordinating repairs of document scanners and other electronic equipment. Created work orders in SAP daily. Accessed other service databases, including Remedy and PeopleSoft daily.

2000 – 2003 Gerber Scientific Products, Inc. Manchester, CT

Purchasing Coordinator – Purchasing

Managed several production screens in SAP database. Created/ modified purchase orders and facilitated new vendor setup. Expedited material to accommodate production. Assisted in material forecasting. Helped solve shipping and receiving issues.

Education

2008 – 2012 University of Phoenix Tulsa, OK

Bachelor of Science in Business/Management

1994 - 1998 Manchester High School Manchester, CT

Diploma

Awards/Certificates Received

Microsoft Access Levels 1 – 3 Certificates received – Vanguard Car Rental USA, Inc., 2007

Microsoft PowerPoint Levels 1 and 2 Certificates received – Vanguard Car Rental USA, Inc., 2007

Written recommendations and references available upon request.

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