Alford Taylor
Houston,TX
Summary
Resourceful and client-focused Customer Service Manager with over 6 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills. Employee performance evaluation Team Management Operational Improvement Planning and Coordination Customer Service Communications Problem Resolution Talent development Conflict resolution techniques Budgeting and finance Training and coaching Skilled multi-tasker Deadline-oriented Inventory monitoring Time management Goal-oriented Territory Sales Manager with great pride in exceeding goals and achieving sales quotas. Dedicated to maintaining high level of personal product knowledge and skillfully influencing consumer buying habits. Exercise sound judgment and establish goals to meet aggressive targets.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Body Damage Manager
Avis Budget Group
Houston, Texas
09.2022 - Current
- Collaborated with repair shops to validate service costs and timelines.
- Managed multiple cases simultaneously while meeting established deadlines.
- Evaluated repair estimates for reasonableness and accuracy prior to authorizing repairs.
- Developed strategies for minimizing claim costs while ensuring customer satisfaction.
- Assessed damages to vehicles and property resulting from a variety of incidents.
Managed Repair Representative
Progressive
Houston, Texas
03.2025 - 07.2025
- Reviewed repair estimates for accuracy and ensured compliance with company policies.
- Managed repair claims and facilitated communication between customers and service providers.
- Resolved customer inquiries through effective problem-solving and conflict resolution skills.
- Assisted customers in understanding coverage details and the claims process.
Territory Performance Manager
Avis Budget Group
Houston, TX
08.2021 - 09.2022
- Penetrated new markets by investigating competitor products, services and trends.
- Trained team members on customer service strategies and techniques.
- Prospected, identified and cultivated relationships with contacts to promote product lines and solutions.
- Boosted division performance by maximizing territory customer base and profit percentages
- Developed and implemented new sales strategies to update product lines.
- Analyzed potential to develop sales opportunities and call plan.
- Researched and analyzed data and reports to identify trends and optimal sales strategies.
- Managed expenses and time to maximize productivity.
- Trained staff members on effective sales techniques, boosting individual and group goal attainment.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Reviewed established procedures to assess areas in need of improvement.
Maintenance Supervisor
HERTZ RENT A CAR
Houston, TX
12.2019 - 09.2020
- Supervised facility operations, including preventive maintenance projects, employee tasks and performance and adherence to safety standards
- Provided insight and information to management regarding onsite improvement project specifications
- Established and implemented new procedures for standard maintenance scheduling
- Monitored maintenance scheduling and reported maintenance team information to management
- Consulted blueprints and repair manuals to complete high-quality repairs and restore optimal functionality
- Collaborated with multiple departments to maximize workflow and efficiency
- Planned incentive programs to maximize employee performance
- Managed team of employees, daily progress reports and overall project planning
- Implemented preventive maintenance practices and upheld equipment guidelines to avoid failures.
- Maintained clear and safe workspace areas to meet OSHA standards.
- Implemented improved training procedures to better develop new personnel.
- Prepared and monitored budget to keep maintenance department financially sound.
- Inspected machines and equipment for conformance with operational standards.
- Scheduled repair and maintenance of machines, tools and equipment to support continuous production operations.
Location Manager
HERTZ RENT A CAR
Houston, TX
01.2016 - 12.2019
- Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement
- Helped customers work within established systems to achieve desired results and maintain company loyalty
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Reduced amount of employee overtime by 20% by effectively delegating tasks
- Interviewed, hired and trained new quality-focused customer service representatives
- Answered customer requests with friendly, knowledgeable service and support
- Limited customer inquiry delays by efficiently scheduling staff across 3 shifts
- Initiated development and implementation of customer service management training process
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Lead Vehicle Service Attendant
HERTZ CAR RENTAL
Jackson, MS
11.2011 - 01.2016
- Accounted for all products utilized to assist with inventory control processes and purchasing objectives
- Cleaned wheels, tires, hub caps and wheel covers to protect wheels and wheel components from deterioration
- Detailed inside of vehicles, including scrubbing, shampooing and vacuuming interior
- Maintained supply inventory and monitored cleaning equipment and machinery for proper operation and maintenance
- Ensured vehicles were processed correctly and checklists followed for closing
- Resolved customer complaints promptly to retain customer loyalty
- Supervised and trained 20 car wash employees
- Performed site evaluations, customer surveys and team audits
- Attended departmental meetings, providing feedback to enhance future performance.
Production Supervisor
- Transformed work area by increasing production, reducing turnover, eliminating waste and enhancing quality
- Controlled material usage to keep costs low, proactively investigating and resolving discrepancies to minimize waste
- Conducted performance reviews to identify and rectify areas for improvement
- Developed and implemented significant process improvements to enhance department quality and throughput
- Planned and delegated work to meet planned project and production goals
- Monitored equipment, checked supplies and coordinated manpower to meet expected demand
- Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules.
Education
CERTIFICATE : HOSPITALITY AND TOURISM MANAGEMENT -
Florida Atlantic University
04.2020
High School Diploma -
Continental Academy
09.2008
Skills
- Performance management
- Business growth and retention
- New account development
- Staff development
- Product sales expertise
- Staff evaluation
- Strategic planning
Certification
Adjuster - All Lines
Timeline
Managed Repair Representative
Progressive
03.2025 - 07.2025
Body Damage Manager
Avis Budget Group
09.2022 - Current
Territory Performance Manager
Avis Budget Group
08.2021 - 09.2022
Maintenance Supervisor
HERTZ RENT A CAR
12.2019 - 09.2020
Location Manager
HERTZ RENT A CAR
01.2016 - 12.2019
Lead Vehicle Service Attendant
HERTZ CAR RENTAL
11.2011 - 01.2016
Production Supervisor
CERTIFICATE : HOSPITALITY AND TOURISM MANAGEMENT -
Florida Atlantic University
High School Diploma -
Continental Academy