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Skills

  • Collaboration with cross-functional teams
  • Cash register systems
  • Damage Control and Risk Mitigation Strategies
  • Team building
  • Operational improvement
  • Guest inquiries
  • CRM System Optimization for Customer Records
  • Equipment maintenance scheduling
  • KPI tracking and performance analysis
  • Process improvement

Work Experiences

  • Transported ServiceNow to two years customer locations.
  • Had an excellent attendance record and was always on time for work.
  • Achieved a repeat customer rate above 67% annually.
  • Collaborated with local marketing partners to develop promotional campaigns that increased walk-in customer traffic by 82%.
  • Achieved President's Club recognition for achieving the highest rental closure rate company-wide for 2018.
  • Boosted overall customer satisfaction scores by 52%.
  • Collaborated with the IT department to implement a system upgrade, reducing booking errors by 73% and increasing data accuracy.
  • Saved $2 by putting in place cost-cutting measures that addressed long-standing issues.
  • Collaborated with the IT department.
  • Answered 7 calls per one year to help customers with their questions and concerns.

Summaries

  • Achieved top rankings in the Seattle region.
  • Client-focused Rental Specialist with 7 years of extensive experience in managing rental portfolios, processing agreements, and providing top-level client services. Skilled in driving client retention through loyalty programs and personalized care.
  • Within Miscellaneous, senior Rental Specialist and outstanding performer in performance reporting and cross-functional collaboration.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved the highest customer satisfaction scores in Portland.
  • Achieved a rental renewal rate of 21%.
  • Commended for reducing service wait times.
  • Accomplished Rental Specialist with a history of increasing overall rentals by 64% through strategic promotion of high-value rental products. Expertise in upselling and delivering exceptional customer service.
  • Exceptional at taking orders, cleaning work areas, and bagging merchandise.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Assessed customer preferences to recommend tailored rental solutions, driving an additional $3 in cross-sales over several months.
  • Negotiated with vendors to reduce equipment maintenance costs by 36%, improving company profitability.
  • Initiated product cross-promotions between rental categories, leading to a revenue increase of $14 during 18 months.
  • Actively promoted seasonal offers, resulting in a 51% increase in underperforming inventory rentals.
  • Collaborated with the warehouse team to ensure proper inventory levels, improving fulfillment accuracy by 68%.
  • Increased company visibility by collaborating with the marketing team on targeted ad campaigns for local events, boosting rentals by 73%.
  • Managed delivery logistics for category equipment, ensuring 38% on-time delivery and minimizing scheduling conflicts.
  • Implemented process improvements that drove a 53% reduction in resource allocation for rental equipment maintenance.
  • Trained customer service staff on upselling strategies, achieving a department-wide increase in cross-sale revenue by 81%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • National Customer Service Association (NCSA)
  • Equipment Leasing and Finance Association (ELFA)
  • Customer Retention and Experience Professionals Association
  • Toastmasters
  • American Medical Informatics Association
  • Trained under 2023 Certified Rental Specialist Program
  • Operational Excellence and Loss Prevention Committee
  • National Association of Rental Professionals (NARP)
  • Sales Upsell Coaching and Training Certification
  • Small Business Institute (SBI) – Rental Industry Chapter

Certifications

  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Data Protection Officer (CDPO) – International Association of Privacy Professionals
  • Certified Lease & Finance Professional (CLFP) - process (for Equipment Leasing and Financing)
  • Commercial Services Certification - initiative
  • Salesforce Certified Sales Cloud Consultant
  • Rental Property Management Certificate - process
  • Certified Forklift Operator (CFO) - metric
  • CompTIA Cloud+
  • Certified Customer Success Manager (CCSM) - method

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