Rocio Aguilar
Coachella,CA
Summary
Proven leader with a track record of enhancing customer loyalty and streamlining operations at Torre Nissan. Expert in fleet management and staff development, adept at fostering teamwork and collaboration. Achieved significant improvements in efficiency and customer satisfaction, leveraging strong negotiation and computer skills for optimal results.
Overview
25
25
years of professional experience
Work History
Car Rental Manager
Torre Nissan
04.2017 - Current
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Collaborated with other departments to develop cross-functional initiatives that improved overall business performance.
- Conducted regular competitor analysis to stay informed of industry trends and adjust pricing accordingly.
- Maintained high standards of cleanliness in office spaces as well as vehicle fleets to enhance customer experience.
- Evaluated employee performance regularly, providing constructive feedback for personal development.
- Developed strong relationships with local businesses, promoting partnerships and referrals.
- Reduced operational costs by identifying areas of improvement in fleet maintenance practices.
- Monitored financial metrics closely to ensure profitability within the branch location consistently met or exceeded targets.
- Oversaw daily operations, maintaining a focus on safety and compliance with industry regulations.
- Negotiated contracts with vendors, securing favorable terms for the company''s benefit.
- Implemented marketing strategies to increase brand awareness and drive rental sales growth.
- Reviewed reservation data regularly to forecast demand accurately and make informed decisions about fleet allocation adjustments accordingly.
- Streamlined rental processes for increased efficiency and smoother operations.
- Participated actively in regional car rental manager meetings, sharing best practices for continuous improvement across all locations.
- Implemented new technology solutions that streamlined administrative tasks while increasing accuracy and productivity levels.
- Managed inventory effectively, ensuring optimal vehicle availability for clients.
- Trained and mentored staff members to improve overall team performance and knowledge of company policies.
- Resolved conflicts between staff members professionally, promoting a harmonious work environment.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Rental Agent
I-10 Toyota
10.2011 - 04.2017
- Conducted thorough inspections of vehicles before and after rentals, minimizing damage claims and maintaining fleet quality.
- Enhanced company revenue by upselling additional services and insurance packages to clients.
- Managed customer queries efficiently via phone calls or emails, resulting in prompt issue resolution and satisfied clientele.
- Effectively managed vehicle inventory for timely availability, ensuring a smooth rental process for customers.
- Processed payments accurately using various payment methods like cash credit cards checks ensuring hassle-free transactions for customers.
- Assisted in resolving conflicts or issues between customers and staff, fostering a positive work environment.
- Streamlined the rental process with efficient use of car rental software programs and tools.
- Continuously met or exceeded sales targets through effective communication and relationship building with clients.
- Improved customer satisfaction by providing exceptional service and addressing client concerns promptly.
- Trained new employees on company policies, software usage, sales techniques, and customer service best practices.
- Proactively communicated with clients regarding upcoming reservations or changes in vehicle availability to avoid any inconvenience or dissatisfaction later on.
- Educated customers on rental policies, procedures, and fees while maintaining excellent customer relations.
- Coordinated closely with other departments such as maintenance cleaning teams optimize vehicle turnover times enhance overall client experience.
- Maintained clean and inviting office spaces, contributing to a professional image for the company.
- Collaborated with team members to ensure seamless coordination of daily tasks, resulting in an organized and efficient workplace.
- Developed loyal clientele base through consistent follow-up and personalized service offerings.
- Ensured accurate billing processes by reviewing contracts thoroughly prior to finalizing transactions.
- Established strong relationships with local businesses to promote cross-referrals within the community.
- Assisted marketing efforts by participating trade shows distributing promotional materials creating awareness company's services offerings.
- Adhered strictly federal state regulations concerning driver's licenses insurance eligibility requirements fostering trust confidence among potential renters.
- Drafted and reviewed lease agreements to lay out terms and conditions of rental and protect owner and renter rights.
Receptionist
Master Overhead Door Co
09.2008 - 10.2011
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Answered central telephone system and directed calls accordingly.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Maintained confidentiality of information regarding clients and company.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Assisted with onboarding new clients and securing paperwork completion.
- Facilitated clear communication between staff members by distributing memos and announcements in a timely manner.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
- Increased customer retention rates through exceptional communication skills and problem-solving abilities.
- Played an instrumental role in maintaining a clean work environment by coordinating office maintenance and cleaning schedules.
- Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
- Collaborated with management to improve internal processes and procedures for better workflow optimization.
- Helped maintain office security by monitoring visitor access and issuing badges as needed.
- Reduced incoming call response time by implementing an effective call routing system.
- Managed conference room schedules to ensure efficient use of space for meetings and other events.
- Assisted in the onboarding of new employees by preparing orientation materials and providing guidance on company policies.
- Coordinated travel arrangements for executives, ensuring seamless itineraries that met all requirements.
Quality Control Inspector
Esterline Defense Products
11.1999 - 04.2007
- Communicated with production team members about quality issues.
- Inspected quality of products, taking note of functionality, appearance and other specifications.
- Inspected incoming and outgoing materials for accuracy and quality.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
- Performed visual inspections and non-destructive tests where appropriate.
- Improved product quality by conducting thorough inspections and identifying defects in a timely manner.
- Maintained compliance with industry regulations through meticulous record-keeping and documentation of inspection results.
- Collaborated with production staff to establish and meet quality standards
- Evaluated components and final products against quality standards and manufacturing specifications.
- Completed precise measurements using special tools.
- Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
- Identified and documented quality discrepancies for management to develop resolutions.
- Reduced product rejection rates by collaborating with production teams to address quality issues proactively.
- Ensured the accuracy of measurement tools and equipment by performing regular calibration checks and maintenance.
- Actively participated in regular audits to verify compliance with industry regulations and company policies, ensuring continued certification and enhanced credibility within the market.
- Investigated customer complaints related to product quality, working closely with manufacturing teams to resolve concerns swiftly.
- Enhanced production efficiency by implementing standardized inspection processes and procedures.
Education
Certification - Business Office
CET
Coachella, CA07.2008
Skills
- Strong negotiation skills
- Fleet Management Expertise
- Staff Training and Development
- Goal Setting and Achievement
- Customer Retention Strategies
- Teamwork and Collaboration
- Customer Service
- Computer Skills
- Team Leadership
- Decision-Making
- Problem Resolution
- Scheduling and Coordinating
Timeline
Car Rental Manager
Torre Nissan
04.2017 - Current
Rental Agent
I-10 Toyota
10.2011 - 04.2017
Receptionist
Master Overhead Door Co
09.2008 - 10.2011
Quality Control Inspector
Esterline Defense Products
11.1999 - 04.2007
Certification - Business Office
CET