Bianca Aquilina
Fort Myers
Summary
Accomplished leader with extensive experience at Hertz Global Holdings, driving strategic initiatives that delivered $303M in value impact. Expert in operations management and relationship building, enabling a 20% labor reduction. Proven track record in process improvement and team coaching, fostering a collaborative culture and continuous performance enhancement.
Overview
26
26
years of professional experience
Work History
Senior Director Software Product Manager - Reservation & Rental Systems
Hertz Global Holdings
01.2022 - Current
- Directed prioritization of product and customer requirements for future reservation and rental system approach aligned with company goals, projecting 20% reduction in time-to-market.
- Managed development and optimized POC return flow to demonstrate use of telematic data for connected vehicles.
- Directed cross-functional teams comprising of vendors, consultants, and company personnel to build a proof of concept return flow with existing services and devised a roadmap strategy using market research and inform the Business Case, RFI/RFP approach, and overall Architecture.
- Collaborated with stakeholders to research and pinpoint key employee improvement areas in Call Center and Field Operations through onsite and call center observations.
Senior Director Project Management
Hertz Global Holdings
Estero
01.2024 - 01.2026
- Partnered with functional leaders and stakeholders to optimize operations data infrastructure and labor strategy across 2500+ locations.
- Led multi-year transformation, achieving ~$303M in total value through cost savings and revenue growth by optimizing operations, data infrastructure, and labor strategy across 2500+ locations.
- Enabled a 20% transport labor reduction, equating to $158M in savings, through dispatch optimization, throughput improvements, and vendor rate renegotiation.
- Delivered $10M in cost savings through data infrastructure modernization and elimination of legacy platforms, improving enterprise visibility and decision-making.
- Increased fleet utilization, generating $38M in value by improving vehicle availability and reducing idle time.
- Improved vehicle movement accuracy, reducing VSA labor and WIP costs by $47M through enhanced tracking and process discipline.
- Executed implementation of Theory of Constraints (TOC) and app-based dispatch, reducing incorrect vehicle moves and enhancing operational flow and customer fulfillment.
- Collaborated with stakeholders to identify business change impacts and potential project crossover.
- High level interaction with senior management and support senior management presentation preparation.
Senior Director Finance
Hertz Global Holdings
Estero
01.2023 - 01.2024
- Focus on project tracking of global productivity initiatives to improve cost out results $227M in 2024.
- Partner with functional leaders and stakeholders to create a centralized damage initiative list covering operational improvements and supported systems improvements.
- Collaborated with leaders to identify and support enhancements to toll-related initiatives.
- Collaborated with stakeholders to identify business change impacts and potential project crossover.
- Interacted with senior management and supported preparation of presentations for executive briefings.
Director of Software Product Manager- Reservation & Rental Systems
Hertz Global Holdings
01.2020 - 01.2022
- Championed change management initiatives to drive adoption of Reservation and Rental System.
- Orchestrated cross-functional teams including operations, rates, and master data management to collaborate on project goals.
- Prioritized redesigns to align with adjusted and new business requirements.
- Create UAT framework and put together a team comprising of business SMEs to test the system.
- Developed design flows for new features, improving overall system functionality.
- Analyzed and mapped out future Insurance Replacement flows to eventually move to the proposed reservation and rental system.
- Customer Adjustment system flow for use by the Customer Care Team and improve accuracy of refunds by 60%.
- One-time use promotion codes for customer service certificates, for approx. 80% reduction in fraudulent activity.
Operation Service & Solutions Manager
Hertz Australia Pty Ltd
01.2000 - 01.2022
- Introduced strategies to save the Ace Australia Business from being in debt and risk of closure to profitable in 3 years. (2015-2018) Y1 - loss of 1.2M. Y2 - loss of 200k and substantial debt reduction. Y3 - profit +500k and in surplus repaying all debt.
- Led project team to replace car rental system at Hertz Australia (2004), Hertz New Zealand (2012), and Ace Car Rental (Hertz brand) Australia & New Zealand (2015), improving operational efficiency and service delivery.
- Included redesign of rental contract to create transparency and simplicity for the customer.
- Collaborated with Customer Care team to investigate and determine key customer service and process changes to enhance customer experience.
- Develop knowledge base and introduce a single point of contact for customers; resulted in an increase of service levels in field operations and increase of revenue (+50% transaction revenue growth).
- Developed resource tools for employees and customers, enhancing user experience and support.
- Collaborated with Learning & Development & HR a Welcome to Hertz' booklet for all Brands in APAC for employees providing a consistent introduction to Hertz & Brands.
- Created under advisement from Legal partners the Australia Hertz and Brands Terms and Conditions for customers and employees.
- Established long-term relationships with third-party supplier for Hertz Car Rental System, implementing new programming and integrations that contributed to revenue growth and cost savings.
- New Damage programming to capture damages in the system going semi paperless.
- Designed and developed with 3rd Party vendor an Online-booking tool for insurance replacement business for insurance companies to make booking - 50% reduction in insurance calls to the call center.
- Manage team to create regression testing plans and drive regular upgrades of the system.
- Uniform management: established strong relationship with 3rd Party uniform vendor for field operations and design, develop and implement multi-brand polos for employees.
- Key participant in internal USA audits of a Hertz franchisees on business processes.
- Co-led cross-functional teams to migrate Australia and New Zealand servers to a cloud environment.
Program Manager - Strategic Projects
Hertz Global Holdings
01.2022 - 2022
- Organization-wide program management for Hertz in the Transformation Management Office, achieved 20% team efficiency in delivery of project support. Strategic projects included:
- Partnered with functional leaders and stakeholders to identify business change impacts and potential project crossover.
- Manage and coach the Program Managers to follow processes and procedures.
- Executed change management for programs and developed tools to support project leads in successful project implementation.
- Created touchless digital customer experience, increasing user engagement.
- Customer Experience Digital Apps & .Coms including Global Apps/Dollar.com/Content Mgmt Systems/International.
- Oracle fusion - HR Oracle systems and Legacy accounting systems.
Education
Bachelor of Technology - Computer Studies
Monash University
Melbourne Australia01-2000
Green Belt Lean Six Sigma Certification - Process Improvement
Inter
01-2011
Digital Product Management Certificate -
Certificate IV - Customer Contact
Certificate IV - Assessment & Workplace Training
Skills
- Relationship building and management with internal and external customers & 3rd Party providers
- Process Improvement
- Operations Management and Strategic Planning
- Coaching individuals and building successful teams through effective leadership and implement innovative solutions for continuous performance improvement, a highly collaborative culture, and employment continuance
Timeline
Senior Director Project Management
Hertz Global Holdings
01.2024 - 01.2026
Senior Director Finance
Hertz Global Holdings
01.2023 - 01.2024
Senior Director Software Product Manager - Reservation & Rental Systems
Hertz Global Holdings
01.2022 - Current
Program Manager - Strategic Projects
Hertz Global Holdings
01.2022 - 2022
Director of Software Product Manager- Reservation & Rental Systems
Hertz Global Holdings
01.2020 - 01.2022
Operation Service & Solutions Manager
Hertz Australia Pty Ltd
01.2000 - 01.2022
Bachelor of Technology - Computer Studies
Monash University
Green Belt Lean Six Sigma Certification - Process Improvement
Inter