Harsh Gounder
Reseda,CA
Summary
Highly motivated leader with 15+ years of experience in car rental management. Excellent interpersonal communication and customer service skills, even in fast-paced environments. Passionate about serving customers and building teams through effective coaching and hiring practices. Proven history of demonstrating success in sales and marketing, client services, employee growth, multi-site operations, new business development and profit and loss analysis. Diverse background with expertise in recruiting, mentoring and leading successful sales teams with an emphasis to exceed goals in alignment with company objectives and profit plan.
Overview
21
21
years of professional experience
Work History
Senior Branch Manager
Sixt Rent A Car
12.2021 - Current
- Responsible for the growth and profitability of my own operation, while ensuring that we are providing first class experience.
- As an essential part of the team, I am responsible for the development of my branch while driving profitability as I train and develop their staff.
- Ensure CI standards maintained at all times and uphold company standards and processes
- Provide exemplary customer service and issue resolution for escalated cases.
- Participate in all areas of employee management
- Monitor prices and set rates with the regional yield team on weekly meetings.
- Actively participate in the training, coaching, and mentoring of the Management Trainees, Rental Sales Agents, Customer Service Agents and all other staff.
- Complete performance reviews on all employees and hold a meeting with the individual to discuss strengths and weakness.
- Complete sales calls with Management Trainees to further their development
- In charge of monitoring KPI's, PCI's to deliver presentation with the Area Director.
- Ensure Branch goals are met for CES (Customer Excitement Score). Branch goal per month is 4.5 / 5.
- Responsible for fleet maintenance such as OOS, Body Damage claims, De-fleets and Hold for Sale vehicles.
Branch Manager
Midway Car Rental
04.2021 - 09.2021
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Consulted customers to boost product sales and services.
- Engaged employees in business processes with positive motivational techniques.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Boosted sales and customer loyalty through incentive programs.
Senior Operations Manager
Fox Rent A Car
02.2016 - 04.2021
- Supervise employees of the entire location or specific operational functions
- Responsible for assisting and supporting the General Manager in the location's overall management and strategic direction
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Provided leadership for continual management and employee training initiatives.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reported issues to higher management with great detail.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Interacted well with customers to build connections and nurture relationships.
General Manager
U-save Car And Truck Rental
02.2015 - 04.2016
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Formulated policies and procedures to streamline operations.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Achievement of Operational goals and financial objectives
- Maximize sales revenue by exceeding performance targets
- Proactive fleet management to maximize revenue
- Coordinated opening of new location to include hiring of personnel
Personal Banker
Bank Of Baroda
11.2008 - 01.2010
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- Promoted financial products by maintaining excellent service offering knowledge.
District Manager
Rent 4 Less Car Rental
06.2003 - 12.2008
- Supervised 5 locations to enforce high-quality standards of operation.
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
- Modeled best practices for sales and customer service.
- Coordinated with branch managers to actualize performance improvement strategies.
- Started in 2003 as a Rental Agent was promoted as Branch Manager in 2005 and District Manager in 2006.
Education
Bachelor of Arts - Business Administration
DeVry University
Sherman Oaks, CA04.2015
Skills
- Executive Management
- Personnel Scheduling
- Employee Development
- Strategic Vision
- Customer Inquiries
- Customer Service Process Improvement
- Retention Strategies
- Staff Training
- Team Goals
- Effective Communication
- Financial Transactions
- Office Organization
- Service Quality
- Brand Loyalty
- Corrective Actions
- Vendor Relationships
- Policy Development
- Performance Evaluations
- Operational Standards
- Employee Performance Reviews
- Sales Promotion
- Employee Recognition
- Manage Operations
Languages
Hindi
Native or Bilingual
English
Native or Bilingual
Gujarati
Full Professional
Chinese (Mandarin)
Limited Working
Timeline
Senior Branch Manager
Sixt Rent A Car
12.2021 - Current
Branch Manager
Midway Car Rental
04.2021 - 09.2021
Senior Operations Manager
Fox Rent A Car
02.2016 - 04.2021
General Manager
U-save Car And Truck Rental
02.2015 - 04.2016
Personal Banker
Bank Of Baroda
11.2008 - 01.2010
District Manager
Rent 4 Less Car Rental
06.2003 - 12.2008
Bachelor of Arts - Business Administration
DeVry University
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