Clotilda Whitlock
Norfolk,VA
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
VIP Customer Service Coordinator
ZIM Integrated Shipping Services Ltd
Norfolk
03.2023 - Current
- Respond via email to VIP customers inquiries within 2hrs SLA
- Create SOPs and/or implement new processes
- Work closely with Sr. Management and IT on improving reporting for end user
- Provide support to team members as needed
- Research Audit Exceptions
- Work closely with Collections and Sales Departments
- Conduct Conference Calls with assigned Accounts
- On Board VIP Customers.
- Respond to customer needs through competent customer service and prompt problem-solving.
- Identifies issues, analyzes information and provides solutions to problems.
- Assume ownership over team productivity and manage work flow to meet or exceed quality service goals.
Managing Member
C&S Dream Builders LLC
Norfolk
04.2017 - Current
- Responsible for Project Management and Property Renovation
- Reconcile Monthly Bank Statements
- Process Accounts Payable/Receivable as needed
- Run Credit Reports and Payroll
- Complete Rental Inspections and Walk Throughs
- Write, Negotiate, and Approve Contracts
- Approve Purchase Orders
- Relationship Building with Attorneys, Contractors and Prospective Clients
- Implement benefits (Medical, Dental, Vision and 401K retirement plans).
- Implemented innovative marketing campaigns that boosted brand awareness and generated new leads.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Negotiated contracts with vendors, securing high-quality products at competitive prices while maintaining positive relationships.
- Expanded company's market presence through targeted outreach efforts such as attending conferences, trade shows, speaking engagements or networking events in relevant industries.
Central Billing Customer Service and Vehicle Replacement Supervisor
AvisBudget Group LLC
Virginia Beach
07.2010 - 04.2017
- Supervised a staff of 24 employees
- Manage the Functions of all Collections, Reporting and Clerical Associates Located in Gorgon India and Virginia Beach that Supports Billing, Collection and Accounting of an annual receivable totaling $47 Million
- Oversaw the Activities of Avis and Budget Central Billing Customer Service Departments as it relates to US, Canada, and International Corporate, Tour, Travel Agent and Commercial Accounts of an annual receivable totaling $323 Million
- Maintained a close Liaison with Local Market, Corporate, and Leisure Sales Force Teams to ensure Mutual Problems are Discuss and Coordinate any Customized Handling of Accounts in an Effort to Retain their Business
- Responsible for Maintaining a Favorable Relationship between ABG and Account Holders
- Ensured Service Level Agreements (SLA’s) Goals for IR Collection Tower were met on a Monthly Basis by TCS Insurance Replacement Collectors in India
- Audit Adjustments, Write Offs, Charge Backs and Issuances processed by India and Review for Accuracy and Identify Training Opportunities
- Participated in Development, Identifying Requirements, and User Acceptance Testing for any Back Office IT Projects that Effected Collection and Customer Service Areas
- Assigns Work to Subordinates in Response to Changing Priorities to ensure Timely Completion
- Responds to Lapses in Work Performance by Initiating a Corrective Course of Action to Include Developing and Training Personnel
- Ensure Appropriate Measures are in Place to Report and Track Customer Issues and Engage in Root Cause Analysis to Initiate Corrective Action.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
Vehicle Replacement Team Lead
AvisBudget Group LLC
Virginia Beach
08.2007 - 07.2010
- Supervised 12 – 17 employees
- Assisted and Supported Vehicle Replacement Management Team in Overseeing day-to-day Operations
- Provided Upper Management with Statistical Feedback on Collector’s Performance
- Held Weekly Mentoring Sessions with each Collector
- Documented Performance Issues and Forwarded to Supervisor for Further Action if Necessary
- Initiated and Recommended Performance Improvement Plans
- Performed Desk Reviews and Telephone Quality Assurance Checks
- Reviewed Time and Attendance and Ensured Policies were Enforced
- Complete Performance Appraisals
- Assisted with Interviewing and Provide Feedback on Viable Candidates
- Trained New Hires
- Handled Sensitive Complaints and Inquires Related to Customer Service and Location Charge Backs
- Proactively Educate Renting Locations on Established Policies and Procedures for Vehicle Replacement
- Identified and Reported to Learning and Development Locations in Need of Additional Training
- Assist Manager with Special Projects and Other Duties as Assigned
- Held Monthly Departmental Meetings
- Presented Employees with Recognition Awards
- Streamlined Collection Processes and Procedures
- Liaison between Avis Budget Group and Third-Party Collection Agency
- Reviewed and Approved Files to be Place with Outside Collection Agencies for All Collectors
- Assist Support Associates with Backlog when Necessary.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Education
Bachelor of Science - Accounting
Strayer University
Virginia Beach, VA01.2011
BBA - Business Management
Strayer University
Virginia Beach, VA01.2011
Skills
- MS Excel
- MS Word
- MS Works
- AS/400
- ADP Software
- MS Access
- Oracle
- Wizard
- MS Outlook
- MS Power Point
- CMS Supervisor
- E-time
- SAP
- MS Teams
- E-fast
- AgenTeam
- FAMS
- Problem-Solving
- Analytical and Critical Thinking
- Relationship Building
- Decision-Making
- Task Prioritization
- Supervision and leadership
- Self-Directed
- Multitasking Abilities
- Time Management
Certification
VA Real Estate Salesperson, 05/01/17
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Nearly all men can stand adversity, but if you want to test a man’s character, give him power.
Abraham Lincoln
Timeline
VIP Customer Service Coordinator
ZIM Integrated Shipping Services Ltd
03.2023 - Current
Managing Member
C&S Dream Builders LLC
04.2017 - Current
Central Billing Customer Service and Vehicle Replacement Supervisor
AvisBudget Group LLC
07.2010 - 04.2017
Vehicle Replacement Team Lead
AvisBudget Group LLC
08.2007 - 07.2010
Bachelor of Science - Accounting
Strayer University
BBA - Business Management
Strayer University
Training
- Interviewing, Certificate
- Performance Improvement Notice, Certificate
- Conflict Resolution, Certificate
- Diversity and Sensitivity, Certificate
- Basic Supervisory Skills, Certificate
- Excel, Certificate
- Time Management, Certificate
- Essentials of Leadership, Certificate
- Interaction Skills for Success, Certificate
- Resolving Conflicts, Certificate
- Fair Housing Seminar, Certificate
- Property Rehabilitation Seminar, Certificate
Training
- Interviewing, Certificate
- Performance Improvement Notice, Certificate
- Conflict Resolution, Certificate
- Diversity and Sensitivity, Certificate
- Basic Supervisory Skills, Certificate
- Excel, Certificate
- Time Management, Certificate
- Essentials of Leadership, Certificate
- Interaction Skills for Success, Certificate
- Resolving Conflicts, Certificate
- Fair Housing Seminar, Certificate
- Property Rehabilitation Seminar, Certificate