GHENÉT BIGGART
Baltimore
Summary
Accomplished leader specializing in fleet and account management with experience at Hertz. Achieved a 0.05% reduction in churn while enhancing team collaboration. Proficient in data analysis and conflict resolution, driving process improvements and increasing customer satisfaction. Strong relationship-building skills foster a positive work environment.
Overview
16
16
years of professional experience
Work History
Branch Manager
Hertz
Nottingham
09.2024 - Current
- Developed, monitored, and modified annual business plan to ensure branch profitability.
- Monitored financial performance of branch monthly to identify improvement areas.
- Developed strategies to improve customer satisfaction and loyalty, focusing on feedback and service enhancements.
- Assisted in effectively resolving customer service issues and escalations.
- Trained and mentored staff through daily huddles and weekly one-on-one meetings focused on strengths.
- Fostered positive work environment, enhancing team collaboration and morale through open communication and support.
- Coordinated fleet management activities to guarantee vehicle availability and proper maintenance.
- Managed out-of-service vehicle movement, building vendor and dealership relationships to ensure timely repairs.
Area Manager Administrator
Hertz
Hanover
01.2022 - 09.2024
- Managed payroll processing and compliance report reviews to ensure accuracy and adherence to regulations.
- Oversaw onboarding and training for new hires to enhance integration and retention.
- Coordinated shift and holiday bids, managing vacation requests and headcount effectively.
- Verified and submitted accurate reports to leadership team, meeting all deadlines.
- Ordered uniforms and supplies for operations, addressing needs of vehicle service attendants and customer experience associates.
- Resolved complex inquiries and trending issues with attention to detail.
- Assisted functional managers in daily tasks, facilitating uninterrupted operations.
Fleet Specialist
Hertz
Hanover
08.2021 - 01.2022
- Demonstrated strong understanding of fleet management procedures and policies.
- Managed work orders and optimized vehicle movement using VAW EAM fleet control systems.
- Supervised scheduling and daily activities of 10 to 12 transporters to maintain operational efficiency.
- Applied knowledge of impound and TNC processes to streamline operations.
- Conducted monthly and quarterly fleet inventory to locate missing vehicles.
- Installed Teslas and processed new and used vehicle acquisitions.
Team Lead Consultant
Silver Phoenix Transportation
White Marsh
07.2020 - 04.2021
- Managed team performance, recommending process improvements that enhanced service quality and efficiency.
- Facilitated weekly team meetings to foster open communication and strengthen team collaboration.
- Proactively resolved management issues while collaborating with drivers to document solutions.
- Conducted monthly performance reviews to identify strengths and development areas for driving associates.
- Prepared reports and training guides on attendance, FICO scores, and driving safety.
Global Enterprise Advisor
Verizon Wireless
Hanover
11.2009 - 06.2019
- Strategically managed 158 Department of Defense accounts, driving significant portal usage growth.
- Decreased churn rate to 0.05% by analyzing and managing key performance metrics.
- Reduced aged receivables from $570k to $321k through revamped procedures and enhanced tracking systems.
- Facilitated weekly meetings with government account contacts, sharing agendas and status updates to ensure alignment.
- Collaborated with departments to identify and remove barriers to expedite project completion.
- Addressed complex challenges in dynamic environments by implementing innovative solutions.
- Maintained projects on schedule by effectively adjusting deadlines and workflows.
Education
MBA - Project Management
Strayer University
Baltimore, MD06.2016
Bachelor of Science - Community Health Education
Morgan State University
Baltimore, MD12.2003
Skills
- Fleet management
- Account management
- Data analysis
- Process improvement
- Leadership
- Organizational skills
- Critical thinking
- Conflict resolution
- Written and oral communication
- Customer service
- Relationship building
Timeline
Branch Manager
Hertz
09.2024 - Current
Area Manager Administrator
Hertz
01.2022 - 09.2024
Fleet Specialist
Hertz
08.2021 - 01.2022
Team Lead Consultant
Silver Phoenix Transportation
07.2020 - 04.2021
Global Enterprise Advisor
Verizon Wireless
11.2009 - 06.2019
MBA - Project Management
Strayer University
Bachelor of Science - Community Health Education
Morgan State University