John Howells

Manage the efforts of Branch employees in providing a high level of customer service, including management of the rental counter, customer flow, and telephone services, as well as training by example

Develop and maintain Branch operational plan and decision-making skills to perform a variety of duties and solve problems. Some examples include: approving rate deviations, approving extensions of rental tickets without deposits or where customer is delinquent, determining where to retrieve cars if customers are overdue, approving rentals for drivers under 25, approving cash deposit rentals and unusual credit card and rental requests, and approving write-offs

Develop, plan and actively participate in branch sales and marketing efforts to increase and improve business

Train, motivate and coach employees to increase branch sales by understanding, communicating, and using a 3-step sales process to promote and sell optional protection products, vehicle features and benefits, fuel options and additional equipment

manage branch receivables, including negotiating payment plans, collecting difficult account receivables, preparing write-offs for uncollectible accounts, and recommending accounts for referral to collection

Supervise and train other employees regarding branch receivables

Supervise, mentor, train, coach, evaluate and develop staff

Provide continual feedback regarding employee performance; meet with personnel to monitor sales goals and overall performance

Prepare effective and timely employee reviews and participate in the review process

Administer and/or recommend disciplinary action, promotions, transfers and/or other personnel actions

Evaluate fleet mix and utilization

Manage fleet for rentals

Ensure completion of daily unit reconciliation

Manage vehicle maintenance and repairs, including preventative maintenance, manufactures' recalls, breakdowns and accident damage

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.

• Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Provided sales and customer service assistance to walk-in traffic
• Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.