Johnny Hubner
Orlando,FL
Summary
Forward thinking operations executive with a passion for building teams. Extremely detailed-oriented and knowledgeable of the analytics necessary to evaluate overall business performance. Proficient in using independent decision - making skills and sound judgement to positively impact company success.
Overview
24
24
years of professional experience
Work History
Director of Quality & Process Improvement
Europcar Mobility Group - USA
2017.02 - Current
- Responsible for QA rental audits for US reporting to Europcar Mobility Group executive committee.
- Worked with all US location GM's and Operations managers to identify positive and negative pain points on areas needing improvement.
- Developed and implemented standards of work for Operations Managers, Rental Agents, Return Agents, Service Agents, Exit Gate Agents, and Shuttle Drivers to reduce down time and to achieve higher productivity.
- Managed company initiatives to successfully achieve monthly and year-end customer service NPS targets.
- Developed various KPI dashboards to drive operational excellence.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Led multiple cross-function teams tasked with enterprise wide improvements, including leading centralization of all rental location customer calls to new outsource company in Philippines.
- Established performance key metrics to improve our Customer Care call center KPI's to achieve 95% pick up rate and 80% service levels under 20 seconds.
- Worked with P&T and Marketing to revamp our customer service web FAQ's page.
General Manager
Europcar Mobility Group - USA
2015.06 - 2017.02
- Worked with pricing and fleet department to drive P&L revenue and sales performance.
- Improved productivity while reducing operational costs by 12%.
- Worked closely with maintenance department to achieved out of service monthly targets.
- Responsible for daily fleet forecasting and pricing to maximize revenue and fleet utilization
- Partnered with vendors and suppliers to effectively manage and budget.
- Trained, coached and mentored staff to keep high level of employee and customer engagement.
- Analyzed customers pain points and set action plans for continues improvement.
- Consistently achieved sales and customer service monthly targets.
General Manager
Dollar Thrifty Automotive Group Inc.
2000.02 - 2015.05
- Monitored and managed key performance metrics to enhance profitability, lower expenses, and keep high level of employee engagement.
- Motivated and worked with team members to exceed monthly ancillary sales and service targets.
- Responsible for P&L of $117 million in revenue with fleet of 8,500 vehicles.
- Achieved multiple years of double digits profit margins through revenue growth and expense control
- Managed team of 10 Managers and 160 employees.
- Handled customer relations issues, enabling quick resolution, and customer satisfaction.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates 40% of personnel had more than 10 years of service with company.
- Annually built internal talent pool with high level employee promotions.
Education
Bachelor of Science - Hospitality Management
University of Central Florida
Orlando, FLSkills
- P&L Management
- Strategic Planning
- Strong Leadership
- Financial Analysis
- Quality Assurance
- Human Resources
- Process Improvement
- Project Management
- Budgeting / Forecasting
- Training & Development
- Compliance Control
- Lean Process
Timeline
Director of Quality & Process Improvement
Europcar Mobility Group - USA
2017.02 - Current
General Manager
Europcar Mobility Group - USA
2015.06 - 2017.02
General Manager
Dollar Thrifty Automotive Group Inc.
2000.02 - 2015.05
Bachelor of Science - Hospitality Management
University of Central Florida
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