Customer Service Assistant Manager

JENNIFER MARTZ

210-***-****. ***********@*****.*** SAN ANTONIO,TX

Detail-oriented Assistant Manager offers more than extensive progressive record of accomplishment in leadership roles. Establishes clear guidelines and enforces consistent policies to keep staff satisfied and on-target to achieve important objectives. Excellent relationship-building, multitasking, and decision-making skills.

SKILLS:

Sales monitoring

Employee performance evaluation

Money handling

Decision-making

Customer service and satisfaction

Verbal and written communication

Customer rapport

Staff management

Customer service

Car Rental Assistant Manager

Serrato Enterprise (AVIS)

Nov. 2019-Apr 2023

Managed customer service inquiries and complaints in a timely manner.

Maintained up-to-date knowledge of company products and services

Managed daily operations of the car rental business, including customer service, fleet management and financial management

Monitored inventory levels and reordered vehicles as needed to meet customer demands.

Maintained detailed records of all rentals and returned vehicles, ensuring accuracy in billing statements.

Established policies for vehicle maintenance, cleaning and repair protocols.

Reviewed rental contracts on a daily basis to ensure compliance with state regulations and industry standards.

Resolved customer complaints promptly, providing excellent customer service at all times.

Ensured that all safety regulations were followed during vehicle inspections prior to renting out cars.

Provided training sessions for newly hired employees on proper procedures when renting out vehicles.

Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company policies

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Recruited and trained new employees to meet job requirements.

Greeted customers, answered their questions and provided information about car rental services.

Processed customer reservations and payments.

Inspected vehicles for damage prior to rental and upon return.

Explained the terms of rental agreements to customers.

Provided directions and assistance with loading luggage into cars.

Maintained records of vehicle availability, condition, maintenance and repair history.

Assisted customers in selecting appropriate car models based on their needs.

Performed basic maintenance such as checking tire pressure, fluid levels.

Organized paperwork related to rentals, returns and repairs.

Monitored fleet inventory to ensure sufficient supply of cars available for rent.

Ensured that all safety regulations were followed when handling vehicles.

Adhered to company policies regarding cash handling procedures.

Resolved customer complaints in a timely manner.

Verified driver's license information and inspected rental documents for accuracy.

Conducted periodic audits of rental transactions to detect discrepancies or errors.

Upsold additional services such as insurance coverage or fuel plans.

Responded promptly to customer inquiries via phone or email.

Trained new employees on operational procedures related to car rentals.

Utilized computer software systems for tracking transactions and updating customer profiles.

Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental.

Answered telephones to assist customers and resolve issues.

Updated and maintained rental agreement files and documents.

Collected payment by processing credit card transactions.

Contacted customers and billing parties about overdue rentals and requested expected date of return.

Oversaw maintenance, appearance and performance of company vehicles.

Advised on options and used upselling techniques to promote optional extras to customers according to specific needs.

Prepared and submitted reports to supervisor.

Collected and recorded rental payments and late fees for entry into various financial reports related to forecasting, budgeting, expenditure scheduling and bill paying.

Coordinated shuttle services by communicating with drivers.

Drafted contracts, explained terms to customers and acquired signatures.

Resolved customers' complaints regarding products or services.

Reviewed daily sales transactions and analyzed for errors

Server, Charthouse (Tower of America's)

Dec 2015 - Mar 2017

Greeted guests and provided menus.

Provided excellent customer service to ensure satisfaction.

Assisted in training new servers.

Took orders for food and beverages in a professional manner.

Checked back with customers to ensure satisfaction with each course.

Assisted other servers when needed during peak periods.

Demonstrated knowledge of wine list and recommended wines based on customer preferences.

Adhered to all safety and sanitation policies when handling food and beverage items.

Ensured proper set-up of dining area before service began including silverware, condiments, napkins.

Accurately recorded orders in POS system while providing excellent customer service.

Processed payments promptly at the end of meal service period using POS terminals.

Followed up with guests after meals to ensure satisfaction with overall experience.

Maintained cleanliness of work area throughout shift by wiping down surfaces, taking out trash.

Responded quickly to guest inquiries or complaints in a professional manner.

Promoted additional menu items or special offers as appropriate.

Monitored stock levels of tableware supplies such as utensils, plates, cups.

Prepared specialty dishes according to restaurant recipes or customer requests.

Regularly checked quality of ingredients used in preparation of dishes served.

Arranged side stations prior to meal service times for easy access during rush hours.

Communicated regularly with kitchen staff regarding order status updates.

Stocked ice bins and ensured adequate supply of alcoholic beverages were available throughout shift.

Trained in wine and liquor service in order to provide full and positive experiences to guests.

Matched wines with menu items and guest preferences.

Prepared tables, rolled silverware and expertly polished glassware for optimal presentation.

Maintained smooth and efficient flow of guests into and out of assigned sections.

Provided guests with information about menu items, made suggestions and took orders.

Picked up food in kitchen and delivered to guests according to established protocols.

Participated in regular staff meetings and training sessions to improve service standards.

Upheld the restaurant's high standards of etiquette, hospitality, and customer service.

Recommended dishes based on detailed knowledge of the menu and wine pairings.

Ensured food presentation met high-quality standards before serving to guests.

Addressed and resolved customer complaints with professionalism and patience.

Managed multiple tables efficiently while maintaining an attentive and unobtrusive service.

Conducted menu presentations and tastings for guests to enhance their dining experience.

Implemented and adhered to health and safety protocols to ensure a safe dining environment.

Processed payments and handled cash and credit transactions with accuracy.

Facilitated communication between the kitchen and the dining room to ensure accurate order fulfillment.

Explained menu items, describing ingredients and cooking methods upon request.

Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.

Informed customers of daily specials and signature menu items.

Prepared checks, itemizing total meal costs and taxes.

Checked with guests to get feedback and suggestions to make sure experience was fun

Interviewer, Scarborough Research

Nov 2011 - Jan 2013

Entered survey data into a computer database for analysis.

Provided technical support to survey participants when needed

Communicated with customers in a professional manner during the survey process.

Maintained confidentiality of customer data at all times

Entered participant data into databases.

Utilized effective speaking skills to ask questions of survey participants and prompted adequate responses over phone

Conducted in-depth telephone interviews with survey participants, asking questions related to research topics.

Gathered data from respondents according to established protocols and standards

Provided feedback to supervisors regarding any difficulties encountered while conducting

Followed up with non-respondents via phone calls in order to maximize response rate for surveys.

Utilized various technologies such as computers, telephones, tablets., in order to complete tasks efficiently.

Adhered strictly to ethical guidelines related to confidentiality and anonymity during the course of each interview.

Ensured that all collected information was accurate by double-checking answers provided by respondents.

Conducted phone interviews of newspaper, television and radio habits

Financial CSR, Calling Solutions Inc,

May 2005 - Sep 2006

Provided customer service to credit cardholders by answering their questions and resolving their complaints.

Answered incoming calls from customers to answer inquiries about products or services offered by the bank.

Verified customer information to ensure accuracy of account data.

Resolved customer complaints regarding service issues in a timely manner.

Explained various banking products and services to customers and helped them select appropriate options for their needs.

Created reports on sales activities, individual performance goals, customer satisfaction levels.

Ensured compliance with all applicable laws and regulations related to banking operations.

Monitored online banking activity to identify suspicious transactions or fraudulent activities.

Assisted customers by answering banking questions and recommending solutions.

Explained the features, benefits, rewards programs, and other incentives associated with each type of credit card offered by the company.

Maintained records of customer accounts in a secure database system.

Monitored suspicious activity on customer accounts to prevent fraud or identity theft.

Generated reports detailing current customer account status, delinquency rates, and payment histories.

Participated in training sessions designed to stay up-to-date on relevant laws governing the banking industry.

Adhered strictly to all applicable regulations when dealing with customers' confidential information.

Kept detailed reports of client and account data, consistently updating database with latest information.

Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.

Developed effective working relationships with team members across multiple departments.

Attended regular training sessions on updates and changes within the industry or organization.

Participated in daily huddles with team members in order to discuss common goals and objectives.

Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.

Provided accurate information regarding products and services while upselling additional products when appropriate.

Resolved customer complaints in a timely manner to ensure customer satisfaction.

Processed orders, forms, applications, and requests accurately and efficiently.

Maintained records of customer interactions, transactions, comments, and complaints.

Assisted customers with navigating the company's website to locate desired information or items for purchase.

Utilized knowledge base to answer inquiries from customers quickly and effectively.

Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.

Monitored call queues in order to prioritize incoming calls by urgency or importance level.

Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.

Maintained strong call control and quickly worked through scripts to address problems.

Updated customer accounts, addresses and contact information within call management databases.

Engaged actively with callers, confirming or clarifying information and diffusing anger.

Navigated through computer systems to review information and respond appropriately to callers.

Met or exceeded call speed, accuracy and volume benchmarks on consistent basis

Licensed Chemical Dependency Counselor Certificate 1 Counseling

May 2020

San Antonio College

San Antonio, TX

Associate of Arts Counseling

May 2020

San Antonio College

San Antonio, TX

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