Melissa Matlock
Shelton,WA
Summary
Dynamic Branch Manager with Hertz, skilled in driving operational excellence and enhancing customer satisfaction. Proven track record in team supervision and coaching, leading to improved service quality and reduced turnover. Proficient in marketing strategies and performance analysis, consistently exceeding branch targets while fostering a collaborative work environment.
Overview
11
11
years of professional experience
Work History
Branch Manager
Hertz
Olympia
09.2022 - Current
- Oversaw daily operations to ensure efficient branch performance and customer satisfaction.
- Managed staff scheduling and training programs to enhance team productivity and service quality.
- Implemented policies and procedures that improved operational efficiency and compliance with company standards.
- Analyzed branch performance metrics to identify areas for improvement and drive strategic initiatives.
- Developed marketing strategies to increase local brand awareness and attract new customers.
- Conducted regular audits of branch processes to ensure accuracy, safety, and adherence to regulations.
- Led team meetings focused on best practices, encouraging collaboration and continuous improvement among staff.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Conducted regular financial reviews and audits, identifying and resolving discrepancies promptly.
Driver
Fedex Office
Tacoma, WA
05.2019 - 12.2022
- Operated vehicles safely in compliance with state and federal regulations.
- Delivered goods efficiently to various locations, ensuring timely arrivals.
- Conducted routine vehicle inspections to maintain operational safety standards.
- Assisted in loading and unloading shipments, optimizing delivery processes.
Post Office Mail Clerk
Erich Pfister
Fresno, CA
05.2015 - 05.2019
- Processed incoming and outgoing mail efficiently in high-volume environment.
- Sorted and distributed mail to designated departments with accuracy and attention to detail.
- Operated postal machinery, ensuring proper handling of packages and documents.
- Maintained inventory of mailing supplies, facilitating timely replenishment as needed.
- Trained new staff on postal procedures, enhancing team productivity and compliance.
Education
Bachelor of Science - Business Administration And Management
University of Phoenix
Tempe, AZSkills
Branch operations management
Customer service
Customer relationships
Excellent time management skills
Coaching and mentoring
Team supervision
Interviewing and hiring
Marketing
Verbal/written communication
Proficient in MS office
Accomplishments
I started at Hertz as a manager in training. I got promoted in one year to branch manager. The program normally would take 18 months.
Timeline
Branch Manager
Hertz
09.2022 - Current
Driver
Fedex Office
05.2019 - 12.2022
Post Office Mail Clerk
Erich Pfister
05.2015 - 05.2019
Bachelor of Science - Business Administration And Management
University of Phoenix