Work History

Work History
Feb 2008 - Present

Business Solutions Architect

HealthMarkets

Directed efforts of business unit managers to develop long-term organizational goals, strategic and tactical short-term objectives and technology-based solutions to support revenue growth and efficient business processes.

Selected Achievements

·Retirement of over 39 different back-end applications and systems with the implementation of CRM implementation B-to-C for managing agent to policyholder relationship from lead through to policy cancellation.Includes campaign and lead management, incident management and reporting.

·Architected the design and created the business value case for use of sales force automation /customer relationship management software to optimize recruiting efforts (estimated revenue increase of approximately $3 million in customer retention and reduction of producer turnover).

·Successfully implemented multiple cost saving / revenue enhancing projects resulting in an additional $2 million to the company in the area of leads management.Wrote business requirements and implementation plan for sales leads to support “best in practice” leads acquisition, distribution, management and nurturing.

·Wrote business case, requirements and the Request for Proposal (RFP) for a Digital Asset Management (DAM) product to enhance the agent’s local marketing ability.

Jul 1993 - Jan 2008

Director, Administrative & Franchise Operations

Advantage Rent A Car

Director of Administration and Franchise Operations, reporting to the Chief Executive Officer and Chief Restructuring Officer (2006-2008).Previous positions at Advantage include Marketing Associate (1993-1998), Director of Marketing Operations (1998-2006) and Director of Product Development (2006).

During my 15 years at Advantage, I was consistently promoted to roles in operations, marketing and administration.Composed the franchise manual for the newly created franchise division in 2007 and traveled internationally to work with partners in reservation share agreements.

Selected Achievements

  • Led Project Team in writing, coordinating and implementing a new rental operations system ($2.5 million project)
  • Directed all activities for move of the company’s headquarters (150 employees), including hiring and managing a telecom consultant to purchase and implement a new telecom system for headquarters staff as well as a 25-seat call center
  • Coordinated and edited the business’ successful Private Placement Memorandum for sale of the company (150+ pages)
  • Named one of five company Change Managers (1,500 employees) to join new management team upon company sale; led interview and hiring process for Executive VP, Marketing VP, VP – Revenue Management and Chief People Officer.
  • Researched, tested and purchased the following software for company use:
    • Online training modules for employees that includes flash training and quizzes with automatic scoring (resulting in a savings of over $100,000 in travel costs for training);
    • Online survey used by all customers and employees;
    • Hosted PBX (communications system) for all 96 field rental offices with browser-based controls for centralized monitoring and updating; provides automated call attendants and call forwarding to national reservation center for capture of more sales opportunities, adding an additional $980,000 in annual revenue
    • Customer service tracking software used by customers and business partners for logging incidents, tracking trends; provided significant cost savings in FTE’s

·Implemented a template-based ordering system for most-used marketing collateral and business stationery.

·Provided effective management and direction for a staff of 32 reservation agents, supervisors and managers for a 24-hour call center, resulting in consistent improvement in abandonment rate, service level and staffing efficiency.

  • Established automated rental rate collection and correction, resulting in an increase of $3.38 yield per rental day over same period previous year.

Education

Education
Aug 1991 - May 1993

Bachelor, Business Administration

Texas Tech University
Jan 1989 - May 1991

Associates

South Plains College

Summary

High-energy, efficiency-driven Senior Executive offering 15+ years of consistent personal achievement and organizational growth.Leverage business vision, knowledge and experience across multiple lines of business within the organization in order to promote communication of company objectives and capitalize on synergies of resources.Develop performance-based metrics and seek out technical and process solutions to upgrade quality and lower costs, both internally with departments and externally with vendors.Champion customer service programs and feedback mechanisms to consistently surpass standards of service.Develop and deliver leadership training within the organization to promote empowerment and accountability among staff.Strong track record of purposeful leadership based on personal integrity, relational communication skills and a strategic approach to organizational business processes.

Executive Leadership Competencies

Leadership Development · P & L Management & Improvement · New Business Development and Implementation

Call Center Management · Customer Service Programs · Vendor Contracts & Relations

Local Retail Marketing & Advertising · Product and Brand Development · Organizational Communications

Track Record of Success

·Developed and directed all crisis activities and communications for rental car employees and customers in the aftermath of the September 11th, 2001 attacks.

·Successfully secured and implemented new accounts resulting in over $8 million in car rental revenue.

·Managed a team of 50+ call center employees performing functions to assist customers with reservations sales, service feedback, roadside assistance and traffic citations.

·Architected the design and created the business value case for use of sales force automation /customer relationship management software to optimize recruiting efforts (estimated revenue increase of approximately $3 million in customer retention and reduction of producer turnover).

·Named one of Travel Agent Magazine’s 100 Most Powerful Women in Travel, 2003.

·Customer service tracking software used by customers and business partners for logging incidents, tracking trends; provided significant cost savings in FTE’s

·Retirement of over 39 different back-end applications and systems with the implementation of CRM implementation B-to-C for managing agent to policyholder relationship from lead through to policy cancellation.Includes campaign and lead management, incident management and reporting.

Objective

Seeking an executive management position in Operations for a company with a fast-paced environment where my skills in business process and system analysis can contribute to the company's ability to be cost-efficient and more nimble in its response to changes in the environment as well as opportunities for additional revenue.

Memberships, Engagements and Recognition

·Named one of Travel Agent Magazine’s 100 Most Powerful Women in Travel (2003)

·Speakers Forum, American Car & Truck Rental Independents & Franchisees (1999-2003)

·Board of Directors, Sales & Marketing Executives of San Antonio(1999-2000)

  •    Presenter at the Car Rental Show, an ACTIF national convention (1999-2003)