Kevin Gatewood
Parker,ID
Summary
Dynamic leader with a proven ability to drive revenue growth at Avis, leveraging expertise in customer relationship management and operational excellence. Consistently achieved top-tier QA ratings through effective leadership and a focus on customer service, resulting in significant team development and organizational success.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Agency Operator
Avis Budget Group
Denver, Colorado
01.2007 - Current
- Increased annual agency revenues from $725,000 to $2.2 million
- Manage all aspects of operations and facilitate successful growth in an independently operated facility
- Explore and pursue new account opportunities to increase revenue and profitability
- Monitor revenues and adjust expenditures to manage costs, adhere to budget requirements and ensure profitability
- Provide coaching, guidance, and ongoing training and development to team members to increase engagement and retention
- Empower team members to exceed customer expectations through positive client interactions and quality service delivery
- Broaden sales offerings and promote additional sales products to increase revenue
- Resolve customer/ employee related issues by managing conflicts in a timely and diplomatic manner
Agency Operator
AVIS
Austin, Area
01.2002 - 01.2007
- Increased annual agency revenues from $625,000 to $1.8 million
- Managed all aspects of operations
- Explored field sales opportunities to increase revenues and profitability as well as promote customer retention
- Manage budgets and control costs to minimize impact on profitability
- Ensure ongoing training and development of all associates to maximize service delivery, customer loyalty and associate retention
- Manage daily revenue opportunities to achieve optimal revenue growth
- Routinely promote additional sales products to increase revenue
- Resolve customer and employee related issues
Agency Operator
AVIS
San Antonio, Area
01.2001 - 01.2002
- Increased annual agency revenues from $375,000 to $625,000
- Managed all aspects of operations
- Pursued new account opportunities to increase revenue and profitability
- Implemented measures to promote customer engagement and maintain high customer retention
- Monitored revenues and expenditures to ensure profitability
- Conducted training with associates to improve customer service delivery, product knowledge and team member empowerment
- Managed daily revenue opportunities to achieve optimal revenue growth
- Promoted additional sales products to increase revenue
- Managed and resolved customer conflicts and employee related issues
Airport Manager
AVIS
Greater Denver, Area
01.1999 - 01.2001
- Attained QA rating as one of the Top 10 in the country
- Managed, mentored and developed direct reports (4 Shift Managers and Busing Operations Manager)
- Coordinated scheduling of all employees to ensure efficient coverage of all areas (Shift Managers, Counter Sales Agents, Busing Operations, Rovers and Service Agents)
- Monitored the service island to ensure continuous achievement of quality and production standards with regards to reservations
- Coordinated fleet allocation to local agencies as needed
- Resolved customer service and employee related issues
- Monitored and replenished fuel levels and submitted fuel cost reports in accordance with FIFO principles
- Drafted and submitted monthly Airport Operation Reports
- Oversaw and coordinated FBO deliveries
- Managed all personnel related activities including conducting interviews, hiring and training new staff, approving overtime, performance management and managing issues that led to termination
- Monitored the quality of cars being sent to ready line making adjustments when necessary
- Conducted quality spot checks of busing operations to ensure cleanliness and timeliness and overall compliance with established guidelines and standards
Busing Operations Manager
AVIS
Greater Denver, Area
01.1998 - 01.1999
- Achieved No
- 1 ranking in the country for Bussing Operations
- Drafted work schedules and ensured continuous and efficient coverage as needed to maintain a high level of customer service resolving customer and employee related issues
- Monitored and managed busing operation to ensure achievement of QA standards and compliance with required guidelines
Agency Operator
AVIS
Greater Salt Lake City, Area
01.1992 - 01.1998
- Increased annual agency revenues from $225,000 to $867,000
- Managed all aspects of operations
- Pursued new account opportunities to increase revenue and profitability
- Monitored revenues and expenditures to ensure profitability
- Coordinated ongoing training and development of all associates to ensure high quality customer service and promote employee retention
- Explored daily revenue opportunities, including promotion of additional sales products, to achieve optimal revenue growth
- Resolved customer service and employee related issues
Airport Manager
AVIS
Greater Salt Lake City, Area
01.1990 - 01.1992
- Developed work schedules and ensured all shifts across all service areas were efficiently covered (Shift Managers, Counter Sales Agents, Busing Operations, Rovers and Service Agents)
- Monitored and managed efficiency of the service island to ensure continuous achievement of quality and production standards with regards to reservations
- Oversaw local agencies and allocated fleet as needed
- Monitored and replenished fuel levels and submitted fuel cost reports in accordance with FIFO principles
- Drafted and submitted monthly Airport Operation Reports
- Coordinated FBO deliveries
- Resolved customer service and employee related issues
- Coordinated all aspects of personnel management including conducting interviews and selecting best fit candidates, disciplining employees using the progressive discipline process (oral and written warnings) and ensuring adequate training and development to meet service delivery needs
- Monitored busing operation to ensure compliance with QA standards for cleanliness and timeliness
Senior Shift Manager
AVIS
Kansas City, Area
01.1988 - 01.1990
- Developed work schedules ensuring shifts across all areas were adequately and efficiently covered (Counter, Busing, Rovers and Service Agents)
- Ensured adherence to union guidelines with regards to staffing/job categories aimed to minimize unnecessary conflicts or arbitration
- Monitored and managed production at the service island to meet fleet needs ensuring sufficient fleet for all shifts
- Monitored and managed busing operation to ensure compliance with QA standards for cleanliness and timeliness
- Resolved customer service/employee related issues
- Worked closely with the Union Steward to ensure constant communication and provision of timely information and documentation regarding problematic situations, with a focus on avoiding arbitration
- Coordinated team building efforts to promote employee job satisfaction and improve customer service delivery
- Drafted the EPG quarterly newspaper and gained recognition at the City Review in Garden City
Education
Colorado Real Estate Broker - Real Estate
Kaplan University
01.2017
Skills
- Service Excellence
- Team Leadership
- Customer Relationship Management (CRM)
- Marketing campaign execution
- Supportive Engagement
- Effective Communication Skills
- Workforce Retention Practices
Certification
- Awarded every year since 2010 for revenue growth.
References
References available upon request.
Timeline
Agency Operator
Avis Budget Group
01.2007 - Current
Agency Operator
AVIS
01.2002 - 01.2007
Agency Operator
AVIS
01.2001 - 01.2002
Airport Manager
AVIS
01.1999 - 01.2001
Busing Operations Manager
AVIS
01.1998 - 01.1999
Agency Operator
AVIS
01.1992 - 01.1998
Airport Manager
AVIS
01.1990 - 01.1992
Senior Shift Manager
AVIS
01.1988 - 01.1990
Colorado Real Estate Broker - Real Estate
Kaplan University