ELIZABETH DICK
301 N. Huntington Avenue
Monterey Park, CA 91754
626-940-4687
edick_5[at]yahoo.com
I am currently in transition having moved back to the Los Angeles area after many years and am very interested in securing a position within your organization. My background and experience exceed your job requirements and would enable me to hit the ground running and quickly become a valuable asset to your corporation. My resume is enclosed for your review. In the interim I am taking certification courses through OSHA in Safety Management, Risk Management, and Project Management.
Of particular note for you to consider are my strong skills and accomplishments which include: 6-Sigma and 5S projects, Customer Relationship Management, Human Relations, Training and Development, Budget and Profit & Loss Management, Recruiting and Staffing, Sales Management, Safety Management, Marketing Strategies, Associations and Certifications, and contributions to operational improvements.
If you are seeking a highly qualified individual who stays abreast of her field, who understands the importance of continued personal growth, who earns 100 % staff support, who is career minded, and who is prepared to do whatever it takes to achieve total success for herself and your organization, then please consider what I have to offer.
I am looking forward to the opportunity to visit with you in detail about how I can contribute to the continued success of your company through the broad range of experiences and talents that I bring to the table.
Sincerely,
Elizabeth Dick
Elizabeth Dick
301 N. Huntington Avenue
Monterey Park, CA 91754
626-940-4687
CORE COMPETENCIES
Customer Relationship & Retention, Proposal Development, Public Relations, Budget
Planning-P&L Management, Project Management, Marketing Strategies, Quality
Control, Process/Productivity Improvement, Accomplished Presenter, Strategic Planning,
People Management, Administration, Training/Development, Safety Management,
System Development, Microsoft Office Suite Products, Event Management, Sales Management, Accounts Payable and Receivable, Team Building
SUMMARY OF QUALIFICATIONS
Provide leadership that generates revenue, profit and productivity improvements in a
MULTI-BILLION DOLLAR industry. Exhibit excellence in communication (e.g. verbal,
written, and interpersonal). Maintain focus on surpassing standard performance and targets. Consistently complete multiple assignments under high pressure before deadlines, prioritize
work flow, and effectively utilize analytical data.
 EMPLOYMENT HISTORY
RSC Equipment Rental General Manager
Plymouth, MN July 1, 2007 to March 1, 2008
Primary Responsibilities: Financial results: Cost control, EBIT, ROR, ROI and
return on capital expense. Develop store forecasting, budget proposal and management, proper fleet mix and pricing. Develop long term profitable business model for the market and the stockholders. Growth: Maintain and increase market share within Minneapolis. Create, provide and dominate local presence in the industry. Asset management: Ensure efficiency of operation and control $6,500,000.00 asset base. Process Management: Create efficiency in work and shop flow, integration, and organization. Customer relationship management: Develop and maintain customer relationships at a local, regional and corporate level. Resolve customer issues, to ensure customer satisfaction, and to improve NPS ratings. Employee Development: Hire, train, and motivate workforce. Setting and communicating expectations and directives, and team building. Change management: Develop, initiate and implement new policies, practices and standards.
Special Projects:
*Developed and distributed district newsletter publications on customer service,
sales management, leadership and team building.
*Re-established 5S standards for productivity flow and received 1st time branch certification improving shop flow by 27%.
*Designed, trained, and implemented new outbound “call to action†program increasing new prospect average from 12 monthly to 25 per branch (4).
*Developed and implemented new customer service training program that improved branch
NPS customer satisfaction ratings from 37% to 63%.
Accomplishments:
*Eliminated the need for $35,000.00 telephone system replacement by correcting, streamlining and improving existing system for under $1,600.00.
*Re-established conformity to Federal and Local disability laws and OSHA standards.
*Generated $20,000.00 revenue increase directly to bottom line by instituting operator certification training program to customers.
*Increased New Account rental activity by .5% by implementing an active mailer and direct marketing campaign.
*Improved Branch profit margin in 2007 by $126,000.00 over 1st & 2nd quarter through minimizing overtime by 9%, improving profits of sales by 3%, eliminating outside freight charges by 67%, cutting outside labor for repairs by 24%.
*Only Branch in the Minneapolis area to generate a profit in 4th quarter of 2007 and in
January and February of 2008, and exceeding EBIT targets by 2.5%.
*Associations and Certifications: Society of Human Resource Management, Women in Networking, Risk Management Association, Sales and Marketing Executives of MN, Marketing and Research Association, MN Career Development Association, Executive Women International, International Facility Management Association, Associate Gold Membership in Association of Women Contractors, National Association of Sales Professionals, American Management Association Membership, Certified Master Instructor in OSHA Safety compliance for Counterbalance Forklifts, Rough Terrain Forklifts, Aerial Work Platforms, and Aerial Boom Lifts. Certified operator of Aerial Work Platforms and Materiel Lifts. DOT and CPR/First Aide Certification.
________________________________________________________________________
Hertz Rental Car Corporation
Oklahoma City, OK
May 1993 to June 30, 2007
Emergency Road Service Department Supervisor
February 2000 to June 30, 2007
Primary Responsibilities: Management and administration of up to 170 employees
responsible for assisting US/Canadian/Puerto Rico renters in break down situations with efficiency, cost effectiveness, and quality customer service.
Special Projects:
*Using 6-Sigma developed and implemented an automated program to enhance
overall supervisor effectiveness by 60%.
*Using 6-Sigma implemented an automated company wide quality assurance/monitoring
system that decreased supervisor call processing time by 55%.
*Reviewed and implemented changes to company personal time/sick leave with
6-Sigma that raised employee attendance levels by 23%.
*Developed and analyzed information from ERS Departmental Survey with 6-Sigma
that increased employee pay for new hires $2.00 per hour and for senior agents by 7%.
ACCOMPLISHMENTS
*Revised ERS department processes and procedures increasing consistency by 24%
*Designed and implemented a program that improved overall ERS employee retention
by 6% saving the department $51,000.00 per year.
*Computerized specific management functions increasing supervisor efficiency by 40%.
*Established consistent ERS guidelines for quality control analysis improving call handling
skills by 64% and increasing employee sales ratios by 8%.
*Redesigned ERS recruiting, interview processes, testing and selection (e.g. right person
for the job) for Human Relations decreasing ERS new hire attrition by 4%.
*Processed departmental errors completing 56% more case reviews and improving employee accuracy ratings by 21%.
*Partnered in negotiations with AAA for national service contract cutting vendor
costs by 38% and increasing employee productivity by 32%.
*Increased Merit Evaluation accuracy by 16% and decreased payroll corrections.
*Established a satisfaction feedback program in the field and decreased customer
problems with local counters up to 31%.
*Received National and International Recognition for developing a customer service
training program that decreased customer complaints by 67% saving the company
a minimum of $50 per case.
HLE Department Supervisor
December 1999 to February 2000
Primary Responsibilities: Management and administration of up to 60 employees who specialize in national sales and reservations for non-corporate renters and insurance replacement for the US and Canada.
ACCOMPLISHMENTS
*Establishment of HLE to full fledged and self-sustaining department.
*Promoted to Department Supervisor, Emergency Road Service Division
Domestic Front-Line Supervisor
July 1995 to December 1999
Primary Responsibilities: Management and administration of up to 35 employees who
are responsible for sales and reservations for US & Canadian renters.
Special Projects:
*Developed and organized with 6-Sigma a new insurance replacement department (HLE) for neighborhood renters. Instrumental in the negotiation of contracts with AAA, USAA, State
Farm and Farmers Insurance companies.
ACCOMPLISHMENTS:
*Developed, proposed, budgeted and implemented a national customer service
recognition program generating a 13% increase in customer satisfaction letters.
*Founder of a "Supervisor Support Team" that provided leadership training, decreased misinformation, and improved consistency between departments by 100%.
*Administrated a departmental Employee Participation Circle (on 2 year rotation) and
improved charitable fund raising profits from $675.00 to $7200.00.
*Promoted to HLE Department Supervisor.
Management Trainee
December 1994 to July 1995
Primary Responsibilities: To learn company's policies and procedures and to master people management and administrative functions.
International Sales/Reservation Agent
February 1994 to December 1994
Primary Job Function: Responsible for sales and reservations for US & Canadian renters
traveling and renting in other countries.
Domestic Sales/Reservation Agent
May 1993 to February 1994
Primary Job Function: Responsible for sales and reservations for US & Canadian rentals.
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