Customer Service Sales

R EGINALD L . M ONTGOMERY abtx6a@r.postjobfree.com

*** *********** ***** *****, ** 31216 Home 478-***-**** Cell 478-***-****

~MANAGEMENT~

General/Administrative Management: Extensive hands on knowledge of management processes gained through

long-term experience in staff and operations management functions in the vehicle rental and finance industry.

Supervised as many as 15 managers and 450 union employees across multiple fu nctions, departments, and locations.

Analytical/Problem Solving Skills: Strong skills in analyzing qualitative and quantitative data -able to

review/synthesize information from numerous reports and data sources to determine improvement opportunities.

Experienced in collecting/analyzing myriad organizational effectiveness data to determine improvement opportunities.

Communication Skills: Wide experience articulating company vision and communicating effectively with staff,

management, vendors, and customers. Skilled in formal and informal presentations to management and staff.

AREAS OF EXPERTISE

Leadership and Team Development Business / Administrative Management

Organizational Effectiveness /Efficiency Sales Training

Customer Service Financial Control

Recruitment/Hiring Operations Management

Employee Development Budgeting and Cost Control

PROFESSIONAL EXPERIENCE

General Manager, TMX Finance, Macon, GA 04/2011 to 09/2012

Directed and managing the store's day to day operations and performance by encouraging store growth and increasing

profitability through managing customer relations, operating costs, sales and collections. Demonstrate leadership qualities

to develop relationships and effectively communicate at all levels. Must be highly charismatic leader who has the ability

to develop great relationships and effectively communicate at all levels within the organization..

Manage all store operations to ensure that sales transaction, customer payments and collection activities are properly

performed in accordance with the Company's operations procedures and all applicable laws.

Increase store profitability through customer relationship development, community involvement, marketing, soliciting

new business sources, employee training and managing all store operating expenses.

Direct, prioritize, delegate and supervise the work of all store employees.

Determine and/or approve loan values based off of a comprehensive vehicle appraisal.

Prepare and analyze daily, monthly and other company reports and communicate results to all levels of management.

Sales Manager, Staples, Macon, GA 06/2010 to 04/2011

Establish and maintain an environment to support Easy Sales and Service by reinforcing behaviors that result in managers

and associates delivering Easy Sales and Service. Manage all store operations as well as develop associates to achieve

goals and results.

Supervise, recruit, train, develop, coach and communicate with all associates and managers assess performance.

Effectively coordinate & manage sales activities.

Ensure a positive customer experience.

Achieve store level earnings and goals are met.

Assistant Store Manager, The Fresh Market, Macon, GA 07/2008 to 04/2010

Manage full operations for upscale grocery store with 5 departments and 105 full and part time employees. Ensure store

achieves economic and customer service goals through availability of quality products at fair pric es in a clean, safe

environment. Direct all work scheduling, training, ordering/product receipt, inventory control, and merchandising

activities. Monitor employee time and attendance, evaluate employee performance, and administer discipline/firing.

R E G I N A L D L . M O N T G OM E R Y PAGE TWO

Fleet Manager, Avis Rent A Car Systems, Atlanta, GA 11/2005 to 12/2007

Directed the activities of two Distribution Managers and 200 associates and temporary agents in fleet operations

(maintenance and distribution - M&D) for an average fleet size of 9,000 vehicles in 26 Atlanta -area locations. Managed

reservation model to prevent overbooking and reservation failures and promote customer satisfaction. Prepared monthly

forecasts of fleet trends, movements and needs.

Collected, analyzed, evaluated, and reported fleet data for vehicle supply and asset management decisions.

Partnered with other managers to optimize fleet distribution, minimize vehicle downtime, and improve profits.

Measured performance and promoted continuous improvement to reduce operational costs, stimulate rentals, and

enhance customer satisfaction.

Developed new policies and supporting operational and control procedures to promote efficient completion of work.

Determined proper type/level of staffing for operations and use of overtime to maximize Fleet Distribution function.

Negotiated contracts and developed and maintained ongoing relationships with vendors.

Train, manage and develop Emergency Road Side agents who assisted Avis and Budget clients in a five state area.

Airport District Manager, Avis Rent A Car Systems, Atlanta, GA 06/1999 to 11/2005

Managed operations of airport branch location with an 8,500 -vehicle fleet and handling 40,000 vehicle rentals monthly

with annual revenue sales of $80 million. Directly supervised three airport managers and oversaw hiring, training,

coaching, and supervision of 15 managers and 450 union employees.

Tracked appropriate operational measures and analyzed/forecasted operational performance results utilizing strong

organizational and analytical skills and knowledge of company's strategic plan and quality standar ds.

Set goals and expectations derived from overall company goals.

Implemented and monitored for adherence to company policies and procedures on productivity and quality assurance .

Staffed area to meet district needs and identified/developed talent pool b y coaching, training, and preparing staff for

current and future business demands – successfully coached three airport managers in operations and management.

Led district to operational success and financial profitability:

- Improved service agent productivity/performance by 20% both in 2003 and 2004.

- Increased additional service sales by implementing sales training for Rental Sales Agents.

- Passed 18 consecutive Quality Assurance Audits, a goal never achieved by the location or any of similar size, by

improving worker accountability and ensuring adequate procedures and staffing levels to handle customer volume.

- Achieved management recognition: 2003 – Best improved location in Quality Index, Best improved location in

Customer Service, Best improved location in Sales; 2004 – Best location in Quality Index and Top ten location in

Customer Service Index; and Company President’s Letter of Accomplishment for Quality Achievement.

Management Consultant, DeWolf, Boberg & Associates, Hilton Head, SC 05/1997 to 06/1999

Provided management consultation to Fortune 500 clients for a professional service organization. Duties included initial

analysis of client needs/applications, in-depth review of client’s operational procedures, identification of operati onal

improvements, formal presentation of findings/recommendations to senior client management, development of project

timetables and deadlines, and implementation of changes initiatives.

Performed comprehensive studies in areas such as work processes, pro curement systems, inventory management,

cultural issues, labor and equipment use, and more, in order to uncover chronic operating issues, identify their root

causes and opportunities for improvement, and develop needed interventions and training.

Facilitated workshops for clients on improving management skills.

Worked side-by-side with client supervisors to identify and provide direct feedback on chronic operating problems.

Prepared supervisors for weekly update meetings and discussions of their progress t oward change management goals

and needed improvements in performance.

EDUCATION AND TRAINING

Bachelor of Science in Microbiology & Chemistry ~ Howard University, Washington, D.C.

Phi Beta Sigma, Vice-President / Treasurer

SPECIALIZED TRAINING

Management Practices & Strategies, Managing Other Managers, Customer Service/Client Relations, Business Politics,

Troubleshooting, Operations, Seminar Training Facilitator

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