HIGHLIGHT
Experienced and motivated individual with 9+ years in management, networking, sales, and customer service experience with functional knowledge in Web design, graphics communication, network administration, project management and database management. Exceptional ability to lead, motivate and multi-task in a demanding, fast-paced organization. I use initiative, independent judgment, discretion, and decision-making skills to perform a variety of duties and solve problems.

EDUCATION

B.S. in Computer Information Systems Technology

• Functional Knowledge in Web Design, Network Administration,
• Database Management, Project Management.
• Deans list
• Member of the National Honor Society

RELATED EXPERIENCE

• Member of a group Project Management team for Technology For All.
• Designed Website template for small businesses using XML, JavaScript, XHTML and CSS.
• Created Database for storing hospital/patient information using SQL, ORACLE and Microsoft Access.
• Microsoft Office (Excel, PowerPoint, word, Access, Visio, Outlook)
• XHTML, XML, JavaScript, CSS
• SQL, ORACLE
• Adobe InDesign, and Photoshop.

PROFESSIONAL EXPERIENCE

Confidential, HOUSTON TX (OCT 2008 - PRESENT)
Travel Counselor

• Assessed individual\'s and business people\'s needs to help them make the best possible travel arrangements.
• Provide excellence customer service thereby winning several awards bonuses for 100% exceeding client expectation.
• Reconciled the accounts receivable from various vendors.
• Became an agent expert to Mexico, Jamaica, Grand Cayman Island, Aruba, St Lucia and various resort chains in order to better understand their product and assist clients with making their vacation destination choice.
• Solved client conflict with airlines and vendors.
• Continuously exceeded personal and department sales expectations.

Management of Customer Service and Operations

• Manage the efforts of Branch employees in providing a high level of customer service, including management of the rental counter, customer flow, and telephone service, as well as training by example
• Develop and maintain Branch operational plan
• Evaluate customer service performance of Branch employees
• Proactively seek process improvement to ensure high quality customer service
• Resolve customer issues and disputes on a timely basis
• Use initiative, independent judgment, discretion, and decision-making skills to perform a variety of duties and solve problems. Some examples include: approving rate deviations, approving extensions of rental tickets without deposits or where customer is delinquent, determining when to retrieve cars if customers are overdue, approving rentals for drivers under 25 and over 70 years of age, approving cash deposit rentals and unusual credit card and rental requests, and approving write-offs
• Ensure the branch complies with company/group policies, procedures, rules and regulations and all applicable laws
• Manage cash box, bank deposits and petty cash
• Ensure the consistent application of proper underwriting practices, including auditing of tickets
• Perform customer service duties on an as-needed basis, in the case of a difficult transaction, during busy periods, and/or for training purposes

Human Resource Management
Supervise, mentor, train, coach, evaluate and develop staff
Provide continual feedback regarding employee performance; meet with personnel to monitor sales goals and overall performance

Conduct and/or participate in the recruitment, interviewing and hiring of branch employees

• Schedule and plan work of branch employees
• Prepare effective and timely employee reviews and participate in the review process
• Evaluate, document and confer with branch manager regarding employee performance
• Administer and/or recommend disciplinary action, promotions, transfers and/or other personnel actions
• Investigate/resolve employee complaints
• Ensure adherence to company procedures and applicable laws
• Build consensus within team to achieve Branch goals
• Maintain records relating to personnel matters

Sales and Marketing/Financial Performance

• Develop, plan and actively participate in branch sales and marketing efforts to increase and improve business
• Train, motivate and coach employees to increase branch sales by understanding, communicating, and using the 4-step sales process to promote and sell optional protection products, vehicle features and benefits, fuel options and additional equipment
• Call on existing and potential customers to develop business
• Accompany other employees on marketing visits for training purposes
• Manage branch receivables, including negotiating payment plans, collecting difficult accounts receivables, preparing write-offs for uncollectible accounts, and recommending accounts for referral to collection
• Supervise and train other employees regarding branch receivables
• Review and analyze reports, financial statements and billing

• Ranked a top performer in all core areas of the company;
• Employee development, Customer service, fleet growth and profitability.
• Maintained excellent relationship with existing corporate accounts.
• Extensive knowledge of the RALPH program (software used to track opened and closed tickets, customer information, account information and productivity and sales).
• Managed a branch that maintained the highest income and customer service score in the region.
• Trained Employees on how to use Expense Analysis to increase productivity and income.
• Exceeded company expectation in all core areas on yearly reviews