Wilmairis Ortiz Rosa

Directed branch employees to deliver excellent customer service at rental counters, through phone interactions, and in-person service.

• Developed and maintained the branch’s operational strategy and workflow.

• Exercised independent judgment to manage exceptions, approve special rental cases, and resolve complex customer issues.

• Led branch operations in the absence of the Branch Manager.

• Supervised and trained employees, conducted performance reviews, and provided ongoing coaching and development.

• Implemented sales and marketing plans to boost revenue, and trained staff in the 4-step sales process for product upselling.

• Managed branch receivables, negotiated payments, prepared write-offs, and coordinated collections.

• Oversaw fleet logistics, vehicle maintenance, daily reconciliations, and ensured compliance with company policies.