Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hi, I’m
Elyce Hurd
Omaha,NE
Summary
Overview
17
years of professional experience
Work History
Avis Budget Group
Airport Manager
01.2023 - Current
Job overview
- Implemented security measures to ensure safety of travelers, employees, and facilities.
- Led team of 30 dedicated professionals committed to providing exceptional services at all times while maintaining a safe environment.
- Facilitated communication between various departments within airport organization for seamless coordination of tasks and responsibilities.
- Enhanced customer satisfaction through timely resolution of complaints and concerns.
- Improved customer satisfaction national promoter score from -7.2 to 58.6 in 3 months, a 918% increase.
- Collaborated with salary & wage team to forecast hours and business demand within 5% accuracy reducing operational costs.
- Collaborated with Salary & Wage team to forecast hours and business demand within 5% accuracy
- Partnered with local law enforcement agencies to share information about potential threats or suspicious activity in the area.
- Controlled reduction of loss inventory by protecting company assets. Approximately 1,000 vehicles.
Avis Budget Group
Operations Manager
04.2021 - 01.2023
Job overview
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews for 90 employees, identifying areas for improvement and developing action plans to address them.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Analyzed and reported on key performance metrics to senior management.
- Monitored and analyzed customer behavior to identify and respond to potential theft and fraud incidents.
- Minimized financial losses due to employee error by delivering informative workshops on best practices and security measures.
Party Pro Dj's
Master of Ceremonies
09.2015 - 01.2023
Job overview
- Generated excitement around award ceremonies or product launches by highlighting key achievements and notable milestones.
- Kept events on schedule by monitoring time constraints and making adjustments as needed to maintain program flow.
- Boosted overall event satisfaction by maintaining a professional yet approachable demeanor as the Master of Ceremonies.
- Fostered audience interaction through thoughtful icebreakers and engaging activities tailored to specific events or themes.
- Collaborated closely with event organizers to align content delivery with overarching themes and objectives.
Flatirons Land Rover & Jaguar
Inventory Specialist
02.2021 - 04.2021
Job overview
- Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
- Performed data entry and completed proper paperwork.
- Completed physical inventory car counts each week. Approximately 200 vehicles.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
Flatirons Land Rover & Jaguar
Sales Support Specialist
01.2021 - 02.2021
Job overview
- Expedited product delivery times for enhanced customer satisfaction through close coordination with supply chain partners.
- Developed working knowledge of CRM to effectively track sales leads and activities.
- Improved order processing efficiency by maintaining accurate records in CRM systems and tracking customer interactions.
Hertz Car Rental
Branch Manager
09.2019 - 12.2020
Job overview
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met and exceeded.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes. Expanded store 175 on rents to 190 in 1 month. Business increase of 8.5%.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
Hertz Car Rental
Branch Manager Trainee
01.2019 - 09.2019
Job overview
- Optimized branch operations by closely monitoring key performance indicators and adjusting tactics accordingly.
- Delivered exceptional customer experiences by addressing inquiries promptly, resolving issues efficiently, and providing personalized solutions.
- Strengthened client relationships with consistent follow-up, prompt issue resolution, and ongoing rapport building.
- Boosted store from 120 on rents to 175 in 3 months, 45% gain.
Self-employeed
Home Care Provider
09.2015 - 01.2019
Job overview
- Increased patient satisfaction through effective communication and active listening skills to understand their concerns and preferences.
- Promoted safe home environment for patients by identifying potential hazards and implementing necessary adjustments.
- Maintained accurate patient records, documenting daily activities, progress, and any changes in health conditions.
- Improved patient well-being with regular monitoring of vital signs, medication administration, and personal care assistance.
New York Life Insurance Co
Life Insurance Agent
07.2017 - 10.2018
Job overview
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Developed comprehensive financial plans for clients, ensuring proper coverage and security for their families.
- Assisted clients in navigating complex claims processes, ensuring timely payouts and minimal stress during difficult times.
Transamerica Life Insurance Company
Life Insurance Broker
01.2017 - 07.2017
Job overview
- Developed strong relationships with underwriters, ensuring favorable terms for clients and efficient processing of applications.
- Collaborated with financial planners to create comprehensive strategies that included life insurance as essential component for clients'' financial security.
- Collaborated with estate planning attorneys and accountants to develop custom-tailored solutions that addressed clients' unique legacy-planning objectives.
Toyota Financial Services
Customer Loyalty Specialist
05.2014 - 09.2015
Job overview
- Regularly reviewed industry news and competitor offerings, staying informed about emerging trends to maintain a competitive edge in customer loyalty strategies.
- Consistently met or exceeded performance metrics while maintaining high levels of customer satisfaction.
- Conducted thorough research to address complex inquiries from customers, providing accurate information and efficient single call resolutions with 97% quality rating.
- Worked with multiple screens and programs to resolve customer issues.
- Interpreted contracts and communicated terms and conditions.
- Handled escalated issues efficiently while maintaining composure under pressure; ultimately leading to successful conflict resolutions that benefited both customer and company.
Mazda Of Lakewood
Customer Relations Manager
05.2013 - 05.2014
Job overview
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Prepared detailed reports on inventory levels and movement trends, providing valuable information for decision-making purposes.
- Implemented systems for tracking and managing stock levels with accuracy and precision.
- Regularly communicated with customers regarding shipment updates and anticipated arrival times, fostering positive relationships built on trust and transparency earning net promoter score of 100.
Stevinson Toyota East
Delivery Manager
01.2012 - 05.2013
Job overview
- Developed targeted marketing campaigns for specific customer segments, increasing engagement rates among clients.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Devised creative solutions addressing unique challenges faced by individual customers, ultimately boosting overall satisfaction scores to 100.
- Facilitated clear communication between dealership and customers during finalization of sales transactions, ensuring all parties were fully informed throughout the process.
- Reviewed vehicles before final delivery to validate for completed tasks such as installed add-ons and damage corrections for success rate of 95%.
Stevinson Toyota East
Scion Sales Manager
01.2007 - 12.2008
Job overview
- Increased sales revenue by developing and implementing effective sales strategies. Recognized as 1 of 10 top Scion Sales Managers in the United States by Toyota Global CEO Katsuaki Watanabe.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Created compelling presentations that highlighted product features/benefits to potential clients while addressing their pain points directly.
Education
Metropolitan State University of DenverDenver, CO
Bachelor of Arts from Chicano Studies
05.2011
University Overview
Skills
- Operations Management
- Asset Management
- Customer Service Management
- Customer Relations
- Inventory Management
- Staff Development
- Cross-Functional Collaboration
- Customer Empathy
Availability
See my work availability
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Work Preference
Work Type
Full TimeWork Location
On-SiteHybridImportant To Me
Work-life balanceCompany CultureCareer advancementPaid time offTimeline
Airport Manager
Avis Budget Group
01.2023 - Current
Operations Manager
Avis Budget Group
04.2021 - 01.2023
Inventory Specialist
Flatirons Land Rover & Jaguar
02.2021 - 04.2021
Sales Support Specialist
Flatirons Land Rover & Jaguar
01.2021 - 02.2021
Branch Manager
Hertz Car Rental
09.2019 - 12.2020
Branch Manager Trainee
Hertz Car Rental
01.2019 - 09.2019
Life Insurance Agent
New York Life Insurance Co
07.2017 - 10.2018
Life Insurance Broker
Transamerica Life Insurance Company
01.2017 - 07.2017
Master of Ceremonies
Party Pro Dj's
09.2015 - 01.2023
Home Care Provider
Self-employeed
09.2015 - 01.2019
Customer Loyalty Specialist
Toyota Financial Services
05.2014 - 09.2015
Customer Relations Manager
Mazda Of Lakewood
05.2013 - 05.2014
Delivery Manager
Stevinson Toyota East
01.2012 - 05.2013
Scion Sales Manager
Stevinson Toyota East
01.2007 - 12.2008
Metropolitan State University of Denver
Bachelor of Arts from Chicano Studies
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