Robert Logan

Manager/Director (Puente Alto Pty Ltd) as Agency for Avis Budget Car Rentals.

As manager of Avis and Budget Car Rentals Canberra City my main responsibilities include but are not limited to:

• Manage and monitor branch performance
• Employee training and development
• Set targets and manage performance in line with deliverables
• Customer service management
• Continual improvement of business practices
• Control expenditure and budgets for branch
• Maximise fleet utilisation within branch
• Ensure recruitment and onboarding best-practice
• Engage in business development initiatives
• Local business development and marketing
• Manage your fleet of car rental vehicles

Skills relevant to position:

• Ability to identify and harness my teams and individual's strengths
• Interpersonal skills and situational awareness with a natural ability to appropriately adapt both personal and leadership styles
• Championed change management efforts, successfully guiding the organization through periods of transition and growth.
• Increased revenue through strategic business development initiatives and strong client relationships.
• Managed company budgets, ensuring financial stability and long-term profitability.
• Built strong professional networks within the industry that led to increased referrals and partnership opportunities.
• Improved team productivity by implementing streamlined processes and effective communication strategies.
• Cultivated a high-performance culture by fostering collaboration, innovation, and continuous improvement.
• Onboarded new employees with training and new hire documentation.
• Developed comprehensive training programs for staff, resulting in improved performance and skillset growth.
• Delivered consistent revenue growth by identifying new markets and pursuing untapped business opportunities.
• Promoted a culture of accountability within the team, driving individual ownership for delivering results on time and within budget constraints.
• Influenced positive employee morale by developing a supportive work environment where open communication was encouraged.
• Maximized performance by monitoring daily activities and mentoring team members.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Controlled costs to keep business operating within budget and increase profits.
• Developed and maintained relationships with customers and suppliers through account development.
• Improved safety procedures to create safe working conditions for workers.
• Accomplished multiple tasks within established timeframes.
• Cross-trained existing employees to maximize team agility and performance.
• Maintained professional, organized, and safe environment for employees and patrons.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Developed organisational and time management abilities
• Excellent analytical and reporting skills
• Strong written and oral communication
• Ability to effectively prioritise and execute tasks in a high-pressure environment
• Adaptable within a fast-paced changing environment.
• Final decision maker in all business related management issues.

Role:

Inbound Sales and Customer Service for Home and Car Insurance Products:

In my role as a RSA I regularly led my teams sales targets and demonstrated the following skills:

• Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
• Implemented upselling techniques to capitalize on existing client relationships for increased revenue generation.
• Achieved sales targets consistently by utilizing persuasive communication skills and product expertise.
• Worked closely with the customer service department to resolve any complaints or issues promptly, maintaining a positive brand image in the eyes of both current and potential clients.
• Drove team revenue totals by bringing in top sales numbers.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Maintained up-to-date knowledge of product and service changes.
• Promptly responded to inquiries and requests from prospective customers.
• Delivered prompt service to prioritize customer needs.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Investigated and resolved customer inquiries and complaints quickly.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.

As a Senior Lending Manager my role was to:

• Act as NAB products initiator and role model,
• Eagerly support the Branch Manager in delivering ANZ's retail strategy, in addition to day-to-day operations for the branch,
• Meet customer needs through the provision of ANZ's range of home loan, insurance, investment products, and transactional services,
• Take responsibility to ‘know my customer' from a risk perspective,
• Deliver the desired customer experience by adopting a positive relationship-based, customer centric approach that demonstrates passion for identifying and prioritizing the complete financial needs of customers

Skills brought to the role:

• Experience in developing strong relationships in a customer focused role
• Significant experience in financial services within the retail banking sector
• Excellent communication and interpersonal skills
• Leadership and coaching capabilities
• Experience in being an influential user and promoter of technology
• Ability to multi-task, highly adaptable to change and ambiguity
• Lead team charged with consumer lending compliance and risk evaluation.
• Optimized underwriting guidelines, resulting in improved decision-making accuracy for loan applications.
• Oversaw entire loan process to provide each client received exceptional service.
• Enhanced customer satisfaction by providing tailored financial solutions for individual client needs.
• Promptly prepared and submitted accurate paperwork to accounting office for processing to state and lending institutions within allotted time.
• Conducted weekly one-on-one meetings with employees to provide performance evaluations, resolve issues, and answer questions.
• Provided ongoing coaching and support to team members, cultivating an environment conducive to professional growth and development.
• Collaborated with sales teams to drive revenue growth through targeted marketing efforts focused on high-potential segments.
• Implemented best practices in credit analysis to minimize default rates and maintain a healthy loan portfolio.