Solutions-driven professional with extensive experience in managing relationships with major referral accounts Customer-focused, highly organized problem solver skilled in handling the public with professionalism and sensitivity Strong communicator with exceptional interpersonal skills; adept public speaker and trainer to all levels within an organization Thrives on organizing projects and following through to completion Experienced marketer confident with presenting company values and building solid, lasting relationships with business partners Point of contact for varying levels within an organization, from claims adjusters to claims management, at multiple insurance organizations in Central Florida Experience learning and utilizing various claims management platforms
Account Supervisor, 08/2006 to 07/2013 Enterprise Rent-A-Car – Orlando, FL
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Strong leader of customer support staff.
Facilitated inter-departmental communication to effectively provide customer support.
Trained staff on operating procedures and company services.
Provided accurate, specific and timely performance feedback for CSRs.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Effective liaison between customers and internal departments.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Managed work flow to exceed quality service goals.
Assistant Manager, 02/2002 to 08/2006 Enterprise Rent-A-Car – Orlando, FL
On-site supervisor of seven Rental Desk employees at Liberty Mutual Lake Mary Claims Office.
Supervised up to four additional employees working at three on-site locations within major insurance carriers Ensured that all employees provided exceptional customer service, while managing the rental extension portion of the claims process, according to company and business partner standards Handled escalated customer concerns from referral sources, rental customers and rental branches Met quarterly with management of business partners to discuss service levels and performance Oversaw a project that led to an increase of over thirty percent in utilization from 2011 to 2013 of automated rental management application Facilitated monthly training sessions for local rental branch managers on the purpose and usage of various rental management products Completed multiple presentations of products and services to insurance companies, body shops and dealerships Worked numerous industry trade shows discussing the Enterprise value proposition and securing commitments for utilizing various Enterprise services Point of contact for varying levels in organization, from claims adjusters to claims management, at multiple insurance organizations in Central Florida Marketed monthly to referral sources to discuss the value of the various services provided by Enterprise Supported Account Manager with interviewing and hiring process for Account Representative positions Executed employee performance reviews monthly and annually Responsible for providing requested reporting to local Enterprise branches and upper management.
Supervised team of up to six employees at two locations that managed the rental extension portion of the claims process Facilitated new employee Rental Management Training Worked with Account Manager to execute employee performance reviews monthly and annually Assisted in development of Rental Management Training Guide Marketed Enterprise service to body shops and insurance companies.
Callback Specialist, 09/1997 to 04/2000 Enterprise Rent-A-Car – Orlando, FL
Promoted from Management Trainee.
Called shops for repair status and requested rental extensions from insurance adjusters.
Marketed Enterprise services to body shops.
Management Trainee, 03/1996 to 09/1997 Enterprise Rent-A-Car – Orlando, FL
Learned overall process of running a rental branch.
Marketed rental branch services to body shops.
Bachelor of Arts: Political Science, 1 1994 University or North Florida University of Central Florida - Jacksonville, FL Political Science
Account Management, customer service, hiring, Insurance, managing, Management Training, Marketing, Excel, Microsoft Office, Office, Outlook, PowerPoint, Word, Enterprise, performance reviews, Presentations, Public Speaking, reporting, supervisor, trade shows, Employee Training