Claudia Robles
PHOENIX,ARIZONA
Summary
A seasoned and well-motivated professional with eight years of exceptional customer service experience in electronic billing, discrepancies and collections
Overview
11
11
years of professional experience
Work History
Enterprise Rental Car
02.2021 - Current
- Greet all customers using prescribed, appropriate dialogue as they arrive on the lot.
- Remind customer to check for personal belongings. Identify any items found in the vehicle with a unit number, date, time and turn into lost and found.
- Advise and review rental charges; and provide an accurate receipt to the customer.
- Provide information in a professional and courteous manner regarding transportation to the airport terminal. Thank customers using the prescribed dialogue.
- Inquire about service, satisfaction and document dissatisfaction.
- Discreetly check vehicle for damage on incoming vehicles and direct customer to counter for completion of damage/loss report.
- Use of proper statement to determine if vehicle is being returned with full tank of gas.
- Complete a service alert for any mechanical and or body damage communicated by the customers.
- Identify vehicles, which are on system hold for turnback, time or mileage, recall, or any other special lock and verify their movement to the proper lot location.
- Identify and tag vehicles that have been flagged for grounding or preventative maintenance and verify their movement to the proper lot location.
- Keep lot organized for ease of access and traffic flow.
- Understand the CDW/Emerald Aisle/Choice process; knowledge of the rental/return documents, fuel services, days/extra hours/surcharges and optional coverages.
- Understand the damage loss report reporting procedure.
Instant Return Representative
Hertz Corporation
01.2015 - 12.2020
- Company Overview: The Instant Return Representative at Hertz is a vital member of the airport location team, acting as a brand ambassador to deliver a fast, easy, and valued experience to customers returning their vehicles. This role focuses on providing exceptional customer service, managing vehicle returns, and ensuring customer satisfaction through effective communication and problem-solving.
- Manage the vehicle returns process in compliance with Hertz's policies and procedures.
- Welcome customers with a pleasant greeting and assist with luggage while answering questions.
- Provide customers with invoices and explain their charges thoroughly.
- Resolve customer issues professionally and direct queries to the Team Leader when necessary.
- Inspect vehicles for new damage and complete required documentation.
- Check fuel levels and mileage, explaining final charges to customers clearly.
- Secure vehicle keys and remind customers to remove personal belongings.
- Communicate customer feedback to the team for continuous improvement.
- Maintain a professional appearance in accordance with established guidelines.
- Perform other duties as requested by managers or Team Leaders.
- Keep the work area organized and free of clutter.
- The Instant Return Representative at Hertz is a vital member of the airport location team, acting as a brand ambassador to deliver a fast, easy, and valued experience to customers returning their vehicles. This role focuses on providing exceptional customer service, managing vehicle returns, and ensuring customer satisfaction through effective communication and problem-solving.
Cabin Maintenance Tech
National Aviation Services
01.2014 - 12.2015
Cabin Team Lead Tech
Delta Airlines Global Services (DGS)
01.2015 - 07.2015
Education
High School Diploma -
South Mountain Community College
Skills
- Customer Service
- Analyze and Solve Issues
- Multitasking
- Active Listening
- Collaboration and Teamwork
- Microsoft Word
- Adaptability
- Strong Work Ethics
- Attention to Details
- Problem Solving
Languages
- English, Fluent
- Spanish, Fluent
Timeline
Enterprise Rental Car
02.2021 - Current
Instant Return Representative
Hertz Corporation
01.2015 - 12.2020
Cabin Team Lead Tech
Delta Airlines Global Services (DGS)
01.2015 - 07.2015
Cabin Maintenance Tech
National Aviation Services
01.2014 - 12.2015
High School Diploma -
South Mountain Community College
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