Toni Mullen
Augusta,MT
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Dependable and results-driven, known for enhancing operational performance and process improvement. A quick and motivated learner who excels in fast-paced, deadline-driven environments. Very reliable, punctual, team-oriented and hardworking. Client-focused with exceptional use of brand knowledge. Always striving to meet the customers needs with excellent customer service and satisfaction.
Overview
11
11
years of professional experience
Work History
Operations Manager
Pacific Rental & Leasing, LLC
08.2021 - Current
- Managed and monitored day-to-day operations including equipment maintenance schedules and updates, customer communications and new business prospects, administrative tasks including AR, billing and customer onboarding
- Maintained strong relationships with customers to ensure their needs and expectations are met with service provided, updating customer accounts and files when needed
- Maintained effective and reliable relationships with suppliers and vendors to guarantee quality services were received
- Implemented and monitored operational policies to improve efficiency and effectiveness. Streamline procedures to meet companies’ goals and objectives in order to obtain continuous growth
- Created and closed contracts for rental and leased equipment
- Inspected returned rental equipment to ensure the companies property was returned without damages and verified any expired inspections that need updated per company standard, scheduling repairs & inspections if needed
- Inspected out going rental equipment, verifying trailers were ready to roll before customer arrived for a seamless transition to the customer
- Collaborated with various departments to ensure smooth integration of operations with other business functions
- Analyzed operational performance data and reports to identify areas for improvement and develop strategies to enhance productivity and profitability for the company
- Led and developed a high-performing team, providing guidance, training, and support as needed
- Ensured compliance with industry regulations and standards, maintaining up-to-date knowledge of equipment standards and policies
- Prepared and presented reports on operational activities and maintenance records to senior management
- Managed budget and resources effectively, including reviewing all quotes and invoices to verify all approved invoices match the final billing. Compared other vendors and competitors pricing to help keep costs down and higher revenue coming in
- Billed customers for their monthly rentals, damages they were responsible for and monitored aging AR reports to ensure cashflow was coming in and up to date
- Implemented and monitored insurance COI certifications
- Managed GPS tracking on all rental equipment
- Managed registrations, titles and licensing for all rental equipment
- Maintained weekly yard checks for current rental equipment to keep rentals active and readily available
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Service Advisor
Utility Trailer Sales of WA
09.2018 - 08.2021
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Greeted customers in a timely and professional manner
- Built and maintained strong customer relationships and communications
- Discussed trailer and refrigeration unit services to satisfy the customer by learning about their needs
- Maintained deadlines for customers getting their equipment in and out of the shop
- Completed work orders and recommended products / equipment maintenance services to customers
- Billed out and collected from customers once their repairs were completed
- Built quotes and accessed damages to recommend needed repairs best suited to customer needs
- Scheduled appointments for customers, keeping them updated throughout the entire repair time on their equipment
- Supported the shop team by providing guidance and managed technician time to keep repairs flowing as efficiently as possible
- Supported the other advisors in their absence or when they needed help with their work load
- Maintained strong communications through in person, over the phone and email, ensuring quick responses to the customers
- Managed technician time cards
- Facilitated new process improvements to push department and company growth and efficiency
Office Assistant
Belt and Rubber Supply
06.2014 - 09.2017
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Expedited document processing with accurate data entry and timely filing.
- Contributed to a positive work environment by fostering open communication among colleagues.
Education
Bachelor of Science - Business Management
Central Washington University
Ellensburg, WA06-2018
Associate of Arts -
Highline College
Seattle, WA06-2015
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Microsoft Word, Excel & Powerpoint
- Data Entry & analysis
- Marketing
- Contract management
- Process Improvement
- Office administrations
Timeline
Operations Manager
Pacific Rental & Leasing, LLC
08.2021 - Current
Service Advisor
Utility Trailer Sales of WA
09.2018 - 08.2021
Office Assistant
Belt and Rubber Supply
06.2014 - 09.2017
Bachelor of Science - Business Management
Central Washington University
Associate of Arts -
Highline College
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