Steven Carter Email & Phone Number

I am happy to announce that I am now a franchise owner at Cruise Planners, the leading provider of cruise and vacations!

• On-site responsibility overseeing all aspects of day-to-day operations driving efficiencies through analysis of data, all aspects of sortation operations and planning, scheduling, forecasting, security, audit.
• Developed forecasting tool which drove overall improvement in sort process metrics
• Spearheaded training program resulting in process improvement of underachieving team members
• Implemented a formal safety committee with representation of all departments which reduced on-site safety incidents and “near misses”.
• Partnered with on the road operations resulting in improved on time dispatch efficiency

Southeast Florida Airports

• Multi-Site responsibility overseeing all areas of Risk Management, Loss Control, Operations, Customer Service, Security and Ethics Audit & Compliance for Florida’s largest retail rental fleet
• Reduced financial fraud loss 45% by employing tracking and identifying specific theft/fraud trends
• Established benchmarks and processes for regional audit team responsible for monitoring and investigating sales practices which resulted in 98% sales integrity compliance
• Year over year improvement in customer service index ranking region at #5 in the company
• Developed and led changes in policy and procedure driving 11% P&L improvement
• Ranked #2 on Risk Management Matrix by restructuring regional administrative teams resulting in added efficiency in asset control, reporting, monitoring, and identification of training needs

Fort Lauderdale, FL

• Direct P&L responsibility supervising all areas of daily operations with a workforce of 150+ employees. Oversaw Customer Service, long and short-term Forecasting, Fleet Logistics, Human Resources, Training, Marketing.
• Increased profitability 7% annually by employing ongoing partnering with a corporate revenue management team
• Developed and facilitated training of formal forecasting process adding a high level of efficiency and maximization of fleet utilization resulting in 7% year-over-year efficiencies
• Achieved 35% improvement in Service Quality Index by guiding a Customer Service task force
• Directed formal Manager Training Module resulting in consistent operating procedures among brands
• Spearheaded team facilitating training and transfer of policies, procedures, and rental systems at time of integration to ensure consistency among brands

Fort Lauderdale, FL

• Operations Manager, Fort Lauderdale, Florida 2001 – 2008Managed a team of twenty-five tasked with supervising all areas of airport rental operations. Responsibilities included Customer Service assurance, Forecasting.
• Initiated processes which led to the location receiving numerous awards for operational and customer service excellence
• Presented multiple President’s Awards for exceptional individual performance
• Achieved 15% P&L improvement for three consecutive years

Miami, FL

• Led operations team of 25+ in all areas of business with primary responsibility in Forecasting, Recruiting, Training Scheduling, Revenue Management, Maintenance, and Vehicle Acquisition
• Attained 40% profit improvement compared to prior licensee performance by building a successful team from startup
• Marketing efforts contributed to 40% profit improvement
• Achieved 25% improvement in mitigation of loss by developing various administrative policies and procedures leading to enhanced control of assets