VICTOR MATA
San Antonio,TX
Summary
Dynamic Equipment Rental Specialist with a proven track record at Sunbelt Rentals, excelling in customer service and operational efficiency. Leveraged strong communication skills and analytical thinking to enhance rental processes, resulting in increased client satisfaction and a significant expansion of the customer base. Committed to continuous improvement and team development.
Rental specialist with proven expertise in managing customer relationships. Strong ability to collaborate with teams and adapt to changing needs. Skilled in contract negotiation, property management software, and conflict resolution. Dependable and results-driven professional with focus on delivering top-notch service and achieving business goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Equipment Rental Specialist
Sunbelt Rentals
02.2012 - Current
- Managed rental inventory to ensure availability and accuracy for customer needs.
- Facilitated customer inquiries, providing detailed information on equipment specifications and rental processes.
- Coordinated logistics for equipment delivery and pickup, optimizing routes for efficiency.
- Implemented process improvements that enhanced operational efficiency in rental transactions.
- Analyzed market trends to inform strategic decisions regarding fleet expansion and service offerings.
- Mentored junior staff, fostering professional development and enhancing team performance.
- Negotiated favorable terms for clients, securing optimal rental agreements.
- Expanded clientele base through targeted marketing efforts and excellent word-of-mouth referrals.
- Provided comprehensive support throughout the rental process, addressing client concerns and resolving issues promptly.
- Maximized revenue with effective upselling techniques and attentive client care.
- Collaborated with team members to optimize rental operations and achieve company goals.
- Conducted market research to stay current on industry trends, enabling better guidance for clients seeking rentals in a competitive landscape.
- Leveraged industry knowledge to provide reliable advice regarding rental rates fostering trust with clients.
- Enhanced customer satisfaction by providing personalized rental assistance and recommendations.
- Coordinated maintenance requests, liaising between customers and service providers for prompt resolution of issues.
- Streamlined rental processes for increased efficiency and improved customer experience.
- Ensured timely rental payments by implementing effective payment tracking systems and following up with customers as needed.
- Developed strong relationships with customers to ensure positive interactions and smooth transactions.
- Resolved customer disputes to maintain positive relationships and increase customer base.
- Accommodated last minute requests to address needs of guests, achieving top customer satisfaction and repeat business.
- Screened customers by checking rental history to advise on best equipment for customer.
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
- Managed multiple tasks in high-volume environment.
- Helped train new staff on company policies, procedures and standards, boosting productivity.
- Responded quickly to customer inquiries, answering questions and offering insight into on rental equipment.
Front Desk Manager
Lowes Home Improvment
01.2019 - 07.2021
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored staff on customer service standards and operational procedures.
- Developed and implemented strategies to enhance guest satisfaction ratings.
- Oversaw scheduling and staffing, optimizing team performance during peak periods.
- Established training programs for new hires, fostering a collaborative team environment.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
- Coordinated with sales department to identify potential leads from incoming inquiries.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Optimized room inventory management.
- Promoted upselling opportunities to maximize revenue through available add-ons.
- Handled guest complaints and offered complimentary services to maintain high customer satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving customers.
Customer Service Representative
Lowes Home Improvment
02.2009 - 07.2016
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Provided product knowledge to customers, enhancing their shopping experience and satisfaction.
- Assisted in managing inventory levels, ensuring availability of products on the sales floor.
- Trained new team members on customer service protocols and operational procedures.
- Streamlined checkout processes, reducing wait times and improving overall efficiency.
- Led efforts to enhance store presentation, contributing to a welcoming environment for customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Lumber Yard Manager
Lowes Home Improvment
02.2005 - 04.2012
- Oversaw daily operations, ensuring efficient lumber handling and inventory management.
- Implemented safety protocols, enhancing workplace safety and compliance standards.
- Trained and mentored staff on equipment usage and best practices in lumber processing.
- Streamlined workflow processes, leading to improved operational efficiency in yard management.
- Managed supplier relationships, negotiating contracts for service delivery.
- Analyzed inventory levels regularly, reducing excess stock and minimizing waste.
- Coordinated logistics for timely delivery of materials to customers and job sites.
- Developed training programs that enhanced team skills and performance in yard operations.
- Maximized productivity levels by making use of advanced tools available within the industry.
- Enhanced workplace morale through open communication channels among team members.
- Improved lumber yard efficiency by implementing streamlined inventory management processes.
- Addressed customer inquiries promptly, resolving issues effectively to maintain high levels of satisfaction.
- Ensured that environmental regulations were met by adopting sustainable practices such as recycling unused materials properly.
- Optimized lumber storage layout for easy access and minimal waste during handling operations.
- Streamlined order processing procedures, reducing errors and improving overall efficiency in the lumber yard.
- Exceeded performance targets set forth by senior-level management by employing innovative strategies to drive business growth.
- Conducted regular safety audits to maintain a safe and efficient work environment for employees.
- Coordinated transportation logistics for both incoming and outgoing shipments, ensuring timely deliveries without delays or additional costs.
- Managed a team of lumber yard employees, ensuring proper training and adherence to safety protocols.
- Collaborated with sales teams to meet client needs, providing quality products at competitive prices.
- Established performance metrics for staff evaluation, fostering a culture of accountability within the organization to drive continuous improvement efforts in the lumber yard operations.
- Built trust-based relationships with clients through consistent delivery of exceptional service.
- Increased customer satisfaction through timely order fulfillment and effective communication.
- Reduced overhead expenses by identifying areas of cost inefficiency within the facility''s operations and implementing necessary changes to address them more efficiently.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Developed and maintained knowledgeable and productive team of employees.
- Reduced worker accidents by implementing improved safety standards and monitoring procedures.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
Education
High School Diploma -
Memorial High School
San Antonio, TXNo Degree -
San Antonio College
San Antonio, TXSkills
- Continuous learning and development
- Organizational and planning skills
- Self-motivation and initiative
- Professionalism and ethics
- Time management mastery
- Conflict resolution techniques
- Interpersonal relationship building
- Legal compliance awareness
- Financial management
- Computer and software proficiency
- Strong communication
- Sales and persuasion techniques
- Rental agreement
- Rental market
- Rental transactions
- Reservations
- Lead conversion
- Contract management
- Cancellations
- Teamwork
- Customer service
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Cleaning and sanitizing
- Organizational skills
- Excellent communication
- Adaptability and flexibility
- Verbal communication
- Safety compliance
- Equipment operation
- Self motivation
- Product knowledge
- Analytical thinking
- Conflict resolution
- Computer literacy
- Equipment inspections
- Professionalism
- Payment processing
- Record keeping
- Time management abilities
- Inventory management
- Mathematical proficiency
- Customer retention
- Document management
- Damage assessment
- Telephone etiquette
- Store maintenance
- Professional demeanor
- Problem-solving aptitude
- Sales techniques
Certification
- Manlift Certification
- Forklift Certification
- Telehandler Certification
- Scissor Lift Certification
- Trainer Certification for Scissor Lifts, Forklifts, Manlifts, and Telehandlers.
- CPR Certified
Languages
Spanish
Professional Working
Timeline
Front Desk Manager
Lowes Home Improvment
01.2019 - 07.2021
Equipment Rental Specialist
Sunbelt Rentals
02.2012 - Current
Customer Service Representative
Lowes Home Improvment
02.2009 - 07.2016
Lumber Yard Manager
Lowes Home Improvment
02.2005 - 04.2012
High School Diploma -
Memorial High School
No Degree -
San Antonio College