Medjine Dure

• Maximized sales and service opportunities by promoting supplemental products, consistently exceeding monthly sales quotas by up to 20%.
• Oversaw fleet management, coordinating with internal teams to ensure vehicle availability, cleanliness, and maintenance readiness, significantly reducing vehicle downtime and optimizing fleet utilization.
• Delivered clear, informative explanations of rental options, terms, and conditions to customers, ensuring transparency and trust while addressing and resolving any questions or concerns.
• Recognized by management for superior customer service, contributing to a high customer retention rate and positive feedback scores.
• Contacted customers and billing parties about overdue rentals and requested expected date of return.
• Entered customer data into database system and updated records accordingly throughout the duration of each transaction.
• Attended training sessions regularly to stay up-to-date on new products, services, company policies and procedures.
• Maintained knowledge of local attractions and events to suggest activities to customers when requested.

• Effectively managed an organized vehicle lot, streamlining traffic flow to enhance operational efficiency and reduce wait times for customers during peak hours.

• Conducted thorough inspections on all returned vehicles, documenting mechanical and body damage to ensure quality and safety standards were met.

• Provided a welcoming atmosphere for customers, detailing rental charges with accuracy and presenting clear, itemized receipts that minimized post-transaction inquiries and complaints.

• Contributed to a 15% reduction in processing time through proactive problem-solving and efficient lot organization, recognized by supervisors for operational improvements.

• Delivered high-quality support to airport travelers, handling over 80 calls daily and providing prompt, precise responses to inquiries, directions, and complaint resolutions.

• Acted as a key resource during airport operational changes, such as cancellations or terminal adjustments, efficiently managing customer expectations and ensuring a positive airport experience.

• Led training sessions for new employees on customer service protocols and operational procedures, fostering a cohesive and customer-focused team environment.

• Earned recognition for consistently upholding high standards of customer service, contributing to the airport’s positive reputation and customer satisfaction ratings.

Operated as the central command during potential and ongoing airport crises, swiftly coordinating communication, resources, and response actions to mitigate disruptions.

• Maintained accurate, detailed records of all call logs and communications, supporting transparent reporting and enabling strategic planning for future incidents.

• Collaborated closely with Port Authority and other airport personnel, ensuring smooth information flow and efficient response to urgent situations.

• Directed daily operations for a team of 10+ customer service agents, ensuring compliance with performance standards, adherence to protocol, and positive customer interactions.

• Maintained precise attendance and personnel files, coordinating scheduling and covering shift changes to ensure uninterrupted service.

• Worked in tandem with airport and Port Authority staff, facilitating quick responses to emergencies and operational adjustments, including crowd management during AirTrain and bus service disruptions.

• Utilized Microsoft Office and Excel for tracking metrics, creating schedules, and generating weekly performance reports, enabling data-driven operational improvements.

• Managed Terminal B operations with poise, including crucial public announcements for emergencies, passenger paging, and fire alarms.

• Coordinated responses to emergency situations with Port Authority police and other essential services, ensuring rapid and effective action.

• Developed strong working relationships with contractors, including those involved in essential services like heating, cooling, and baggage maintenance, supporting smooth airport operations.