Jennifer Carlson
Henderson,NV
Summary
A dedicated and results-oriented leader with extensive experience in managing customer service teams, consistently exceeding customer satisfaction goals through effective coaching, problem-solving, and a strong focus on building positive customer relationships.
Overview
17
17
years of professional experience
Work History
Director of Operations
Lil'RV Camper Van rentals
05.2021 - Current
- Company Overview: We created a remote RV rental agency offering a unique rental experience for the adventurous customer allowing Lil'RV to keep operational cost low to maximize profit
- Hands-on operations manager
- Created processes and policies allowing Lil'RV to operate as a remote rental company
- Accountable for the profit and loss, financing, marketing and overseeing of the manufacturing of the units
- Developed and maintained Key Performance indicators (KPI's) to measure operational success
- Back end development of CRM system
- Responsible for customer satisfaction
- Hiring and training of team members
- Maximize utilization by scheduling, repositioning of units between cities and selling of fleet
- We created a remote RV rental agency offering a unique rental experience for the adventurous customer allowing Lil'RV to keep operational cost low to maximize profit
Operations Manager
Jucy Rentals
08.2013 - 05.2021
- Company Overview: A New Zealand based RV rental company
- Opened up and managed 4 locations, 3 in the United States and 1 in Canada
- Acquired business licenses and operating permits for all locations
- Qualified, Trained and Managed a team of 40 with an emphasis on providing the ultimate customer service experience
- Obtained dealer and insurance licenses allowing the company to comply with state regulations
- Managed rates and negotiated service contracts to maximize profits
- Maintaining the fleet in a cost effective manner ensuring repairs are done quickly and efficiently
- Handled customer complaints, arriving at timely and fair resolutions
- Oversaw an 80% growth in customer base in 4 years
- Grew the fleet from 60 vehicles to 350 vehicles in 4 years
- Provided roadside support and assistance to customers
- A New Zealand based RV rental company
Assistant Manager
Apollo Motorhome Holidays
03.2008 - 08.2013
- Company Overview: An Australian RV rental company that opened in the US in 2008
- Assisted with their opening by organizing service and equipment suppliers to maintain the units
- Managed a fleet of 300 units when they were on rent and when they were on the lot available for service
- Made reservations and handled contracts for the customer and performed other administrative duties
- Assisted customers with on-road issues providing them prompt and helpful service
- Managed a factory relocation plan that saved the company over $300,000 in transport cost
- An Australian RV rental company that opened in the US in 2008
Education
Bachelor of Science - Behavioral Science and Psychology
California State University
Dominguez Hills, CASkills
- Process optimization
- Adaptability
- Team Leadership
- Forward thinking
- Quick learner
- Strategic planning and execution
- Operational efficiency
- Leadership training
- Quality assurance
- Process improvements
- Teamwork and collaboration
- Customer service
Timeline
Director of Operations
Lil'RV Camper Van rentals
05.2021 - Current
Operations Manager
Jucy Rentals
08.2013 - 05.2021
Assistant Manager
Apollo Motorhome Holidays
03.2008 - 08.2013
Bachelor of Science - Behavioral Science and Psychology
California State University
Similar Profiles
Jennifer McAndrewJennifer McAndrew
Owner at Happy Camper RV Rentals, LLCOwner at Happy Camper RV Rentals, LLC
John MitchellJohn Mitchell
Fleet Manager at Carl's Van RentalsFleet Manager at Carl's Van Rentals
Dudu Johanna JiyaneDudu Johanna Jiyane
Branch Manager at Avis Budget Van rentalsBranch Manager at Avis Budget Van rentals