Mark Anthony Zoghaib
Glenwood,NSW
Summary
Proven leader with a track record of operational excellence at Enterprise Rent-A-Car, adept in Operations Management and Team Development. Spearheaded initiatives that enhanced team performance and customer engagement, achieving targets through strategic oversight and effective staff management. Demonstrated ability to optimize resources, evidenced by surpassing KPIs and fostering a culture of continuous improvement.
Overview
7
7
years of professional experience
Work History
Assistant Branch Manager
Enterprise Rent-A-Car
11.2023 - Current
- Managed a team of 20 individuals across three key locations at Sydney Airport, providing guidance, support, training and leadership to ensure operational excellence and personal development for each individual.
- Monitored daily branch activities, quickly identifying areas requiring improvement and applying corrective action to maintain operational excellence.
- Oversaw the maintenance, allocation, and availability of a fleet of over 300 vehicles, ensuring that all cars were ready and available for customer use while optimizing vehicle turnover and minimizing downtime.
- Handled full responsibility for the branch's performance metrics, including key performance indicators (KPIs), and consistently achieved or exceeded targets through strategic planning, team collaboration, and continuous performance monitoring.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
Rental Sales Officer
Enterprise Rent-A-Car
04.2023 - 11.2023
- Promptly identified and resolved customer concerns, ensuring satisfaction and enhancing the overall customer experience.
- Drafted quotes, confirmed bookings , and managed transfers to handle rental needs efficiently.
- Implemented rental processes and cleanliness standards.
- Engaged directly with customers to address inquiries, provide support, and deliver high-quality service in a timely manner.
- Managed the availability and readiness of vehicles, ensuring cleanliness standard and prepared according to daily bookings and customer requirement
- Worked in a high-volume airport location, managing over 100 rentals daily. This required efficient coordination of vehicle preparation, timely customer interactions, and seamless communication across Locations to ensure smooth operations and exceptional customer service under time-sensitive conditions
Site Leader
Black Classic
06.2022 - 03.2023
- Proactively approached customers in busy locations to generate sales and build relationships from the ground up
- Completed extensive training in sales strategies and mastered face-to-face sales techniques, enhancing personal sales performance
- Delivered outstanding customer service, ensuring a positive experience and fostering repeat business.
- Managed and supported colleagues on-site, providing guidance and assistance to ensure the team's overall success.
- Trained new team members, ensuring trainee understood sales techniques and company expectations, contributing to their success and integration into the team.
Store Manager
Pasagard Shisha Lounge
11.2019 - 07.2022
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
Warehouse Staff
Pallet Man
12.2017 - 11.2019
- Assisted in the implementation of warehouse management software, resulting in improved inventory accuracy and streamlined operations.
- Improved order accuracy by diligently cross-checking picked items against packing slips before shipment preparation.
- Participated in continuous improvement initiatives, identifying areas for process optimization and supporting change implementation efforts.
- Utilized equipment such as pallet jacks proficiently while adhering to safety protocols, enhancing operational efficiency.
Skills
- Team Development
- Operations Management
- Customer Engagement
- Staff Management
- Customer Retention
- Excellent work ethic
- Approachable
Timeline
Assistant Branch Manager
Enterprise Rent-A-Car
11.2023 - Current
Rental Sales Officer
Enterprise Rent-A-Car
04.2023 - 11.2023
Site Leader
Black Classic
06.2022 - 03.2023
Store Manager
Pasagard Shisha Lounge
11.2019 - 07.2022
Warehouse Staff
Pallet Man
12.2017 - 11.2019
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