NANCY HERNaNDEZ

6148 Burnside Circle * Orlando, Florida 32822 * nh8b0a80@westpost.net

702-360-2482 or 702-443-4683
Qualifications Summary
Highly personable Customer Service Professional with twelve years of management
experience in the rental car industry. Possess strengths in problem-solving, tro
uble-shooting and counter sales management.
* Talent for identifying customer needs and presenting appropriate company produ
ct and service offerings.
* Demonstrated ability to gain customer trust and provide exceptional follow-up.
* Demonstrated record of lowering location CDI (Customer Dissatisfaction Index)
and improving customer-satisfaction ratings.
* Expertise in resolving escalated customer service issues.
* Secured numerous achievement awards for exceptional customer service.
* Proficient with Microsoft Office Systems.
PROFESSIONAL EXPERIENCE
Dollar Thrifty Automotive Group, Inc. Las Vegas, Nevada
2005- 2009
City Operations Manager - Hotel Operations
Responsible for developing and administering business plan and maximizing revenu
e opportunities at 15 counter locations on the Strip. Optimize productivity by
ensuring appropriate staffing levels were maintained and consistent with transac
tion volumes. Consistently met with Hotel Executives on how to improve and main
tain a positive customer service experience to all guests.
* Eliminated $16,000 expense by recommending decals wrap on courtesy shuttle van
s.
* Achieved 80% utilization Style Series fleet (goal 70%)
* Conducted Employee Group meetings to promote respect and recognition for Emplo
yee of the month and sales yield performance.
* Consistently developing, monitoring, modifying and assuring compliance with lo
cation business plan and objectives.
Dollar Thrifty Automotive Group, Inc. (Thrifty Car Rental) Orlando, Florida
2004- 2005
Senior Operations Manager
Senior Operations Manager with a combined fleet of 11,000 vehicles, 170 employee
s, with an average of 600 to 900 reservations per day;
Responsible for developing a great team of managers and lead-supervisors. Worked
closely with customer service advocates in creating a strategic plan that impro
ved customer satisfaction and experience with the brand. Provided employees wit
h tools to maintain and increase service levels to both internal and external cu
stomers. Consistently worked with other departments to promote sales, clarify in
formation, and distribute reports. Gather, analyze and report sales yield, produ
ctivity and service statistics.
* Contributed to increasing Blue Chip memberships by 40% through execution of an
aggressive and an effective presentation to customers.
* Instrumental in improving customer-satisfaction ratings through suggestion, de
velopment, coaching and implementation of disciplinary procedures. As a result o
f the team efforts the location was recipient of the Best Customer Service Award
among 50 locations nationwide.
* Increased rental agent's sales by assisting them with their development and tr
aining.
* Improved employee performance and attendance through daily mentoring, one-on-o
ne discussions and motivational strategies.
* Conducted Employee Group meetings with both brands (Dollar & Thrifty) monthly.
Hertz Corporation - Orlando, Florida
2002 - 2004
Station Manager
I delivered top level service to both internal and external customers. Managed a
nd monitored over 100 employees.
* Selected to coach and mentor new hire rental agents.
* Developed plan, conducted audits to maintain/update accurate inventories.
* Participated in implementing new signature capture process.
* Achieved perfect score twice during Quality Assurance audits.
* Monitored schedule changes, cash reconciliation, kronos, special reservations
and sales.
* Maintained quality control/satisfaction records, constantly seeking new ways t
o improve customer service.
* Received Hertz most distinguish Diamond Customer Service Heart Award for outst
anding track record of positive customer feedback.
ANC National Rental Car - Orlando, Florida
2000 - 2001
Station Manager
I handled the front operation including but not limited to monitor the counters,
garages, exit booths and return areas. Prepared daily game plan, schedules, spe
cial reservation requests, payroll and monitored rental agents.
Investigate and resolved customer concerns in collaboration with other departmen
ts. Prepared monthly incentives-commissions report. Gather measurements on vol
ume and trends to determine rental agent's monthly development and performance.
* Worked closely with Give Kids the World account (terminally ill children). Mad
e sure to expedite their rental process and meet special needs, resulting in a s
mooth operation every day.
Greater Orlando Aviation Authority - Orlando, Florida
1999 - 2000
Public Affairs Information Aide
DOLLAR RENT A CAR - CAROLINA, PUERTO RICO
1997 - 1999
Sales Supervisor (shift manager)
Greater Orlando Aviation Authority - Orlando, Florida
1994 - 1996
International Flights Airline Operations Service Agent
RIANDE CONTINENTAL ROYALE HOTEL - ORLANDO, FLORIDA
1989 - 1994
Front Desk Clerk

EDUCATION AND TRAINING

Associate Degree in Hospitality * ECCP COLLEGE OF PUERTO RICO - Humacao, Pue
rto Rico
REFERENCES UPON REQUEST