Area Director, Customer Service and Regional Sales
Resume:
CYNTHIA FRANCOIS
Transformational Leader
954-***-**** ************@*****.*** Marietta, GA 30064
CAREER OBJECTIVE
A seasoned multi-state performance driven, results-proven operation, sales, and customer service leader with a consistent record of success in generating revenue and profit improvements year over year. Seasoned executive with progressive experience in project oversight and executive leadership. Consistently achieve optimal utilization of staff and operations through process improvement planning, program coordination, and cultivation of strong business relationships. Established track record of creating and implementing programs and long-term business strategies aimed at company growth. High-energy leader of cross-functional teams, successfully aligning customer needs and organizational objectives to ensure optimal operating efficiency with a strong background in meeting and exceeding corporate goals across different areas, including business development, service delivery, and cost control. I have excelled in training, mentoring, evaluating, and other employee-related disciplines, with a strong emphasis on management development. More than 14 years' successful experience in operations, sales, customer service and support with recognized strengths in account maintenance, problem-solving, trouble- shooting, sales staff support, and planning/implementing proactive procedures. Ability to train, motivates, and supervises customer service employees. A big team player. Well versed in Microsoft programs (Excel, Word, and PowerPoint). Trained in conflict resolution. Trained on how to conduct effective interviews. Confident leader trained to be an effective communicator with great time management skills.
EXPERIENCE
AREA DIRECTOR, Georgia, North Carolina
Sixt Rent A Car LLC, June 2022-March 2023
• Overseen all day-to-day operations for multiple airport and off-airport locations in the area
• Taking ownership for performance in customer service, employee development, fleet growth and operating profit Actively participate in the training, coaching, and mentoring of the management team, Management Trainees, Rental Sales Agents, Return Agents, and all other staff
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Identify expansion opportunities, open new locations, develop local sales and partnerships, and provide support and leadership to management
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• Complete performance reviews on all direct employees and hold meetings to discuss strengths and weaknesses
• Organize and facilitate weekly staff meetings to keep employees motivated and informed of business operations
• Ensure the effective process of all types of car rental transactions
• Provide exemplary customer service and issue resolution
• Understand cost control and achieve individual sales goals
• Monitor prices and set rates for walk-ups
• Uphold company standards and processes
• Increase the market penetration of the branch and increase revenue
• Handle or assist in the resolution of escalated customer service issues GENERAL MANAGER, Atlanta, GA
Sixt, June 2020-June 2022
• Executed sales and operational activities, producing results that met or exceeded business plan.
• Managed profit goals against budget and prior year, keeping controllable costs within budget.
• Built and maintained relationships with vendors and suppliers.
• Implemented and maintained open-door communication system, reaching employees across department lines.
• Established employee development plan, setting clear expectations for team members.
• Provided clear direction and set priorities for accomplishing desired actions and results. REGIONAL SALES PERFORMANCE MANAGER, Fort Lauderdale, FL Sixt, November 2019-June 2020
Planned and directed staffing, training, and performance evaluations to develop and control sales and service programs.
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• Developed sales team through motivation, counseling and product knowledge education.
• Managed sales team to consistently achieve growth and hit sales targets.
• Resolved customer complaints regarding sales and service. DIRECTOR OF CUSTOMER EXPERIENCE, Fort Lauderdale, FL Hertz Rent a Car, September 2017-November 2019
• Recruits, interviews, hires, and trains departmental supervisory staff.
• Overseeing the daily workflow of the department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.
• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Establishes performance metrics for customer service representatives.
• Establishes service levels and requirements for the department.
• Develops and implements methods to record, assess, and analyze customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees. Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
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• Acts as a liaison between the customer service department and other divisions in the company.
• Drafts and implements the departments budget.
REGIONAL SALES PERFORMANCE MANAGER, Sterling, Virginia Hertz Rent a Car, August 2015-September 2017
Planned and directed staffing, training, and performance evaluations to develop and control sales and service programs.
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• Managed sales team to consistently achieve growth and hit sales targets.
• Prepared budgets and approved budget expenditures.
• Developed sales team through motivation, counseling and product knowledge education.
• Oversaw regional and local sales managers and staffs. OPERATIONS MANAGER, Fort Lauderdale, FL
Hertz, April 2011-August 2015
• Managed the daily operations of multiple departments to maximize efficiency.
• Developed talented team, participating in hiring, coaching, and performance management processes.
• Maintained professional working relationships and promoted open lines of communication with staff.
• Adhered to corporate standards and regulations, encouraging safe and efficient operations.
• Reviewed customer and staff feedback to improve operational strategies and eliminate obstacles.
• Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes.
• Developed and implemented effective strategies to reduce costs while maintaining quality standards.
• Established and monitored KPIs to optimize company performance. EDUCATION
MASTER OF BUSINESS ADMINISTRATION IN HUMAN RESOURCE MANAGEMENT, Davie, FL
Nova Southeastern University, June 2007
BACHELORS IN MANAGEMENT INFORMATION SYSTEMS, US
Florida Atlantic University, January 2003
ASSOCIATE OF ARTS IN COMPUTER INFORMATION SYSTEMS, US Miami Dade Community College, January 2001
SKILLS
Leadership Customer Service Business Management People Management Operational Efficiency Project Planning Constructive Feedback Social Psychology Employee Performance Reviews Persuasive Negotiations Multi-Unit Management Conflict Resolution Critical Thinking Personnel Management Employee Performance Management Reporting And Performance Analysis Business Leadership Performance Monitoring And Evaluation REFERENCES
References available upon request
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