Customer Service Operations Manager
Resume:
Summary
Results-oriented professional, with **+ years of experience, and a proven record of knowledge to include relationship management, customer driven management, cross-functional team building & leadership. Aiming to leverage my skills to successfully fill an engaging and rewarding opportunity.
Experience
Fox Rent A Car/Europcar Enterprises - General Manager
West Palm Beach, FL 6/2021 - Present
●Oversaw, and managed opening of new multi million dollar facility (West Palm Beach)
●Responsible for Operations Managers, Admin and team of 40 staff members
●Supported and motivated employees by providing resources and training
● Set, and maintained goals to achieve company financial and KPI targets for location while meeting and exceeding monthly expectations of $335.000+ in revenue
● Instilled unwavering Customer Service practices making them a top priority for all employees
● Maximized revenue while monitoring P&L to minimize and control costs
● Set, and managed goals for payroll expense to transactional volume; established schedules based on seasonal volume
● Created and monitored sales practices to avoid customer deception
● Maintained the customer service rendered by all rental agents to ensure the Six Step Service-Based Sales process was followed and company standards of customer service were maintained
● Participated in all phases of employee management, including but not limited to: recruiting, discipline, training, performance reviews, and scheduling
● Monitored and reviewed daily pricing and availability of fleet while staying in tuned with local market conditions to maximize pricing
●Oversaw contracts and budgets for all vendors to include: fleet purchases, supplies, landscaping, maintenance, and fuel
Exela Technologies/PWC - Senior Service Delivery Manager Tampa, FL 09/2017 - 05/2020
●Managed office staff of over 65 employees between Florida and Carolina
●Managed build outs and space planning for three PWC locations
●Generated over $3M in contract growth for finance and corporate executive services
●Oversaw contractual SLA/KPI obligations with numerous vendors
●Created and implemented pilot programs and SOW's for mass distribution of office equip, digital mail, and intelligent lockers
●Improved productivity initiatives, managing accounts, coordinating itinerary and scheduling client/leadership appointments.
●Managed daily operations within 4 offices by supporting continuous delivery of excellent services and care.
●Conducted quarterly performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
●Worked with the management team to improve workflows and eliminate unnecessary tasks.
●Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.
●Supported top talent identification processes by interviewing candidates and executing all HR steps, including on-boarding, orientation and benefits.
QLM Staffing - Senior Branch Manager
Tampa, FL • 04/2015 - 10/2017
●Monitored financial performance and adjusted operations accordingly.
●Communicated effectively with all stakeholders in creating new business strategies
●Facilitated weekly coaching & training sessions that ensured adherence to company standards and fulfillment of the company mission
●Recruited, interviewed & screened over 100 employees for placement in key job functions with contracted clients
●Negotiated contracts and managed services for $4M portfolio of major client accounts
●Increased monthly employee recruitment totals by 50% by creating, updating and maintaining innovative company employment ads
●Managed daily operations of the branch, including order fulfillment and excellent customer service.
Avis Budget Group Inc. - Operations Manager
Tampa, FL • 09/2009 - 08/2015
●Trained & managed 130+ employees on best practices and protocol while ensuring teams met optimal customer service and sales productivity
●Managed daily operational activities, developed and executed strategies that lead to the company's overall revenue goals
●Maintained all payroll and banking responsibilities, while ensuring accuracy of staffing to anticipate, and accommodate peak season needs
●Developed and implemented customer service and sales training programs for new hires, current staff, and Lead Certified Sales Based Service Trainers
●Managed communication and contracts for major corporate accounts
References
References available upon request
Contact
*******@*****.***
Wesley Chapel, FL 33545
Skills
●Sales Management
●Key Account Management
●Vendor Relationships
●Human Resource Management
●Recruiting
●Operational/General Management
●Strategic Planning
●Corporate Communication
●Presentation and Public Speaking
●Relationship Building
●Microsoft Office Suite
Education and Training
Jones Medical & Business College
Jacksonville, Florida
●Completed coursework towards B.A. Business Administration (May 1982)
●Completed continuing education in Business Management
High School Diploma
William M. Raines High School
Jacksonville, FL • 06/1981
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