Natalie Vanvranken Email & Phone Number

Virginia Beach, Va, Us

Virginia Beach, Virginia, United States

Direct daily activities of the Customer Care Call Center team. Manage processes and procedures to promote excellence and continuous improvement. Foster and cultivate an environment where team members are inspired to exceed objectives while servicing the community. Monitor team performance defining clear goals and quality assurance measurements. Collaborate and strategize amongst Customer Care and other internal teams on best practice ways to ensure a positive customer experience.o Two-time Speaker on behalf of the organization at Customer Service (CSWeek) highlighting customer assistance programs and strategies for reimagining culture in a hybrid/remote work environment. o Certified Learning and Development Facilitator supporting the Real Colors Personality Instrument and Franklin Covey’s Seven Habits of Highly Effective People Foundations.

Virginia Beach, Virginia, United States

Directed daily operations of the Customer Care Call Center team to maintain performance objectives and ensure Service Level Agreements were met. Collaborated and implemented process improvements to maximize customer and business partner satisfaction. Developed and coached team on productivity measures and diplomatic resolution of customer requests. o Member of the Leadership Facilitator Team supporting the Learning and Development division as of June 2021.

Directed activities related to insourcing, outsourcing, execution and shipment of rental vehicle Titles. Coordinated activities for Deletion of sold vehicles for Fleet Accounting record of funds received. Managed process-flow development for future organizational requirements while rebuilding team structure. Originally in mid-July 2020 I was tasked with taking the lead alongside cross-functional team members, to organize and process time-sensitive shipments of vehicle titles to buyers. In addition, the project included the continuation of insourcing vehicle Titles to the shared services center. Approximately 60k Titles were shipped within the first 60 days of the project. Efforts were focused on reducing backlog; maintaining day-to-day requests and streamlining processes for future strategic management of Titles. In December 2020, this project shifted to outsourcing as well as process-flow development for Titles and Deletions. I was asked to take on a more permanent role to manage this new work direction for the organization in addition to my current outlined roles. I worked in this capacity throughout my end date with Avis Budget Group.

United States

Directed activities of the Citations team comprised of 11 personnel including one Supervisor supporting multiple rental brands. Managed relationship with citation and toll processing third party vendor. Oversaw monthly reporting and account reconciliations to analyze business trends. Approved monthly payments to vendor reviewing executive settlement summaries and revenue share to ensure alignment with contract agreements. Conducted deep dive reviews into outsourced programs regarding data exchanges, reporting and unmatched toll transactions to increase revenue generation. Monitored and coordinated cost savings initiatives related to unrecovered expenses. Reviewed internal processing of Zipcar tolls and violations. Responsible for $1M purchasing card account for Zipcar providing toll replenishments to ensure toll authorities are paid timely. Evaluated team and Citation Supervisor performance for overall career development, conducting quarterly performance appraisals and annual salary recommendations to drive performance metrics.Key achievements:o Monitored and supported roll out of all-inclusive eToll unlimited option with toll processing vendor launched over 9-month period to improve customer value.

Virginia Beach, Va

Planned, established, and directed activities of the Dealer Financial Services team comprised of 13 personnel supporting the Budget Truck rental brand. Supervised all aspects of Budget Truck Dealer account management for the life of the Dealer to ensure assets were effectively managed and company risk minimized. Coordinated and supervised ad hoc projects to improve systems, processes and policies and implement cost-savings initiatives. Evaluated team performance mentoring, coaching and developing staff over all aspects, including daily workflow, quality and consistency review, succession planning and overall career development. Conducted quarterly performance appraisals and annual salary recommendations to drive performance metrics. Key achievements:o Implemented direct debit (ACH) process for pulling open receivable items from dealer bank accounts to clear invoices which resulted in improved dealer collections rate. Simultaneously converted ~80% of dealer base to direct deposit verses manual check payments, generating cost savings and improving dealer satisfaction.o Business process owner and super user during migration to Oracle Fusion Cloud to ensure quote-to-cash workstream processes were accurately tested prior to go-live.o Led multiple project initiatives to convert Microsoft Access databases into the main core system of records resulting in improved efficiencies and streamlined processes.o Researched, developed and vetted a management mentoring program to be presented to human resources and senior leadership for implementation as part of my college internship.

Virginia Beach, Va

Led all aspects of Budget Truck Dealer account management for the life of the Dealer to ensure assets were effectively managed and company risk was minimized. Evaluated team performance mentoring, coaching and developing staff over all aspects, including daily workflow, quality and consistency review, succession planning and overall career development.Established setup and maintenance of new dealer administration profiles and telephone lines for ~1000 dealers to begin and continue generating revenue. Monitored monthly commission payouts and accounts receivable balances in Oracle. Processed weekly and monthly scripts and reporting analysis to apply cash received and issue credits owed. Partnered with audit team and field personnel ensuring dealer compliance and enforcing chargebacks and administrative fees accordingly. Tracked collections of promissory notes and credit card chargebacks and monitored do not rent listing.

Coordinated all moving parts necessary for training such as; managing all administrative functions, educating employees on eLearning programs and virtual learning environment, assisting with design, development and preparation of training materials, facilitation of training classes. Project manager for critical responsibilities such as; new employee orientation program including assistance with lifecycle on-boarding process review, mentor program, leadership assimilation program evaluation, annual compliance training, quarterly preventative fraud training, robust Learning Management System (LMS) database upgrade, conversion of core system during Credit Union merger, daily employee movements of new hires, transfers, promotions, and terminations partnering with Human Resources.Tracked departmental budget through estimation, collection and review of invoices prior to management approval. Proposed alternative cost-saving methods where possible.

Formed partnerships with community leaders, organizations, media outlets, local businesses and charitable trusts to raise community awareness about chronic kidney disease, as well as increase support of and attendance at the DaVita Kidney Awareness Run/Walk event. Developed a detailed outreach strategy, researching local leaders, events, and organizations. Built relationships within the community and leveraged those relationships creating widespread community awareness about chronic kidney disease and the Run|Walk event. Delivered educational materials to local businesses, events, and meetings. Maintained a detailed list of all contacts and delivered regular reports to teammates and management.Key Achievements:• Secured proclamation from the Mayor of Virginia Beach proclaiming the week of 10/24/10 Kidney Awareness Week and helped recruit donations which raised over $12,000.• Achieved highest registration numbers in event history with over 300 participants registered pre-event, and 265 participants confirmed day of the event.

Recruited Making Strides Against Breast Cancer (MSABC) Team Leaders from local businesses through telephone prospecting. Acted as a liaison for the American Cancer Society by meeting with prospective Team Leaders at their place of work. Assisted with implementation of two community breakfasts and the MSABC walk itself. Promoted the American Cancer Society assertively to community members, potential donors and business partners within the region. Meticulously tracked, monitored and documented participants progress within database and website.Key Achievements:• Recruited 62 MSABC teams to participate in the walk and help raise awareness and funds to fight Breast Cancer. Event produced over 7,000 walkers and raised over $380,000.• Assisted with pre-event set up and checking in and directing over 200 volunteers the day of the walk.

Planned, established, directed and controlled activities of the Loss Prevention team comprised of 68 personnel, monitoring the recovery of the company's single largest asset, $9.1 billion in cars and trucks. Supervised employees over all aspects, including daily workflow, training, counseling, succession planning, disciplinary action, and conducting annual performance appraisals. Monitored and directed Loss Prevention Agent contact with rental customers in an attempt to recover overdue vehicles (7500/week) and resolve open rental agreements (10,000/week) in order to ensure daily revenue was received.Maximized profits and fleet utilization reviewing daily Impound notices preventing units from being sold at auction. Served as a liaison between Security Managers, police departments and field personnel to securely recover units from the National Crime Information Center, thereby decreasing the potential for false arrests.Key Achievements:• Successfully integrated Budget Rent a Car and Budget Truck Rental brands to Virginia Beach office after acquisition in 2003 and relocation of Budget Truck in 2007 with minimal disruption to workflow.• Active in Performance Excellence projects utilizing the Lean Six Sigma methodology.

Supervised 40+ employees over all aspects, including daily workflow, training, counseling, disciplinary action and annual performance appraisals. Defined, developed and administered audit procedures, workshops and training documentation to monitor consistency, quality and efficiency in locating overdue vehicles.

Investigated, tracked and documented all overdue vehicles at ten days past due. Made timely contacts to customers, financial institutions, skip tracing agencies, repossession recovery agents, security personnel, OnStar, and law enforcement.

Contacted customers, companies and travel agencies to extend rental contracts and/or request return of overdue vehicles. Processed letters of demand on applicable rentals and forwarded any rentals still overdue at ten days to the next level Associate III.

Supervised 35+ employees over all aspects, including daily workflow, training, counseling, attendance and tardiness review, disciplinary action and audits. Tracked quality, sales, and service and developed methods to improve performance and motivate team. Responsible for opening and closing of call center facility.

United States

Bachelor Of Science (B.S.), Business Administration And Management, General, Cum Laude

Activities and Societies: Beta Gamma Sigma International Business Honor Society; Leadership Certificate Program - Leadership Lecture.

Associate Of Science, Business Administration, Magna Cum Laude

Activities and Societies: Women Inspiring Self Empowerment (W.I.S.E.)