Monica Hartley
Gardner,KS
Summary
Dedicated Car and Truck Rental professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Operations Manager
Budget Car And Truck Rental Of Kansas City
01.2011 - Current
- Provided leadership for continual management and employee training initiatives.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Oversaw staff and sub-contractor performance review assessments.
- Prepared documents for internal and external audits.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Trained new employees on proper protocols and customer service standards.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Demonstrated exceptional knowledge of process optimization in relation to profit and loss.
- Supervised daily operations of million dollar operation.
Senior Local Manger
Budget Car And Truck Rental Of Wichita
04.2006 - 12.2010
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Motivated team members to meet and exceed sales targets.
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
- Contributed to annual revenue goals by selling new services and developing new accounts.
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints.
Location Manager
Budget Car And Truck Rental Of Wichita
05.2005 - 03.2006
- Cultivated focus on customer service and satisfaction with well-trained, empowered team.
- Controlled location operational expenses and maintained budgets through balance of profit promotion and cost control.
- Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
- Reviewed established business practices and improved processes to increase efficiencies and reduce expense without compromising customer service levels.
Reservations Manager
Budget Car And Truck Rental Of Wichita
07.2001 - 04.2005
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Handled billing information over phone.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of products and services.
Customer Service Representative
Budget Car And Truck Rental Of Wichita
06.2000 - 06.2001
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
Education
No Degree - General Studies
Cowley County Community College And Area Vocational-Technical School
Arkansas City, KSBachelor of Science - General Studies
Friends University
Wichita, KS05.2022
Skills
- Financial Statement Review
- Administrative Management
- Management Training
- Hiring and Onboarding
- Policy Development and Enforcement
- Department Oversight
- Performance Monitoring and Evaluation
- Records Organization and Management
- Sales Tracking
- Problem Anticipation and Resolution
- Business Leadership
- Customer Loyalty
- Quarterly Forecasting
Certification
First Aid and Cpr
Timeline
Senior Operations Manager
Budget Car And Truck Rental Of Kansas City
01.2011 - Current
Senior Local Manger
Budget Car And Truck Rental Of Wichita
04.2006 - 12.2010
Location Manager
Budget Car And Truck Rental Of Wichita
05.2005 - 03.2006
Reservations Manager
Budget Car And Truck Rental Of Wichita
07.2001 - 04.2005
Customer Service Representative
Budget Car And Truck Rental Of Wichita
06.2000 - 06.2001
No Degree - General Studies
Cowley County Community College And Area Vocational-Technical School
Bachelor of Science - General Studies
Friends University
First Aid and Cpr
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