Jennifer Castorena

Management of Customer Service and Operations

• Manage overall branch operations and supervise the management team
• Develop overall branch business and operational strategy
• Oversee the development and maintenance of the Branch operational plan
• Manage the efforts of Branch employees in providing a high level of customer service
• Evaluate customer service performance of Branch employees
• Proactively seek process improvement to ensure high quality customer service
• Ensure the branch complies with company/group policies, procedures, rules and regulations and all applicable laws

Human Resource Management

• Supervise and coordinate the efforts of the Branch management team
• Establish overall training and development strategy for Branch employees
• Supervise, mentor, train, coach, evaluate and develop staff
• Provide continual feedback regarding employee performance; meet with personnel to monitor sales goals and overall performance
• Conduct and/or participate in the recruitment, interviewing and hiring of branch employees
• Prepare effective and timely employee reviews and oversee the review process
• Evaluate, document and confer with management team regarding employee performance
• Administer and/or recommend disciplinary action, promotions, transfers and/or other personnel actions
• Investigate/resolve employee complaints

Sales and Marketing/Financial Performance

• Develop overall sales and marketing strategy for the Branch
• Plan for future growth of Branch
• Assess and analyze competitive environment and provide appropriate reports and recommendations
• Develop, plan and actively participate in Branch sales and marketing efforts to increase and improve business
• Train, motivate and coach employees to increase branch sales by understanding, communicating, and using the 4-step sales process to promote and sell optional protection products, vehicle features and benefits, fuel options and additional equipment
• Call on existing and potential customers to develop business
• Accompany other employees on marketing visits for training purposes
• Manage branch receivables, including negotiating payment plans, collecting difficult accounts receivables, preparing write-offs for uncollectible accounts, and recommending accounts for referral to collection
• Supervise and train other employees regarding branch receivables
• Review and analyze reports, financial statements and billing

Fleet Management and Maintenance

• Develop overall fleet strategy for Branch
• Plan and oversee management of the fleet

Assist in the Management of Customer Service and Operations

• Assist Branch Manager in the management of the efforts of Branch employees in providing a high level of customer service, including management of the rental counter, customer flow, and telephone service, as well as training by example
• Assists in managing overall operations by using initiative, independent judgment, discretion, and decision-making skills to perform a variety of duties and solve problems.
• Manage overall branch operations in absence of and/or request of the Branch Manager

Human Resource Management

• Assists in coaching, training, managing and developing employees
• Provide continual feedback regarding employee performance; meet with personnel to monitor sales goals and overall performance
• Assists Branch Manager in maintaining accurate record of employee performance and other human resource functions as directed
• Assists in administering and/or recommend disciplinary action, promotions, transfers and/or other personnel actions

Sales and Marketing/Financial Performance

• Assists in developing, planning and actively participate in branch sales and marketing efforts to increase and improve business
• Assists in training, motivating and coaching employees to increase branch sales by understanding, communicating, and using the 4-step sales process to promote and sell optional protection products, vehicle features and benefits, fuel options and additional equipment
• Assists in managing branch receivables, including negotiating payment plans, collecting difficult accounts receivables, preparing write-offs for uncollectible accounts, and recommending accounts for referral to collection
• Assists in supervising and training other employees regarding branch receivables

Fleet Management and Maintenance

• Assist Branch Manager in Evaluation of fleet mix and utilization
• Assist Branch Manager in management of fleet for rentals
• Assist Branch Manager to ensure adherence to deletion policy
• Assist Branch Manager to ensure completion of daily unit reconciliation
• Assist in Management of vehicle maintenance and repairs, including preventative maintenance, manufacturers' recalls, breakdowns and accident damage

• Gained knowledge of company policies, protocols and processes.
• Developed problem-solving abilities through hands-on experience with real-life business scenarios.
• Strengthened leadership skills by overseeing projects and guiding team members towards successful outcomes.
• Used company reports to analyze sales, gross profit and inventory activities.
• Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.

• Collaborated closely with store managers to ensure consistency in merchandising standards across all locations.
• Leveraged technology tools for efficient data tracking and reporting, supporting informed decision-making processes.
• Led the implementation of visual merchandising concepts, resulting in increased customer engagement and sales growth.
• Implemented data-driven decision-making processes to identify trends and opportunities for improvement in merchandise assortment.
• Managed and delegated tasks for a team across four retail locations during overnight shifts, ensuring the timely completion of large-scale merchandising projects by optimizing workflows, troubleshooting delays, and partnering with store management to present results and their impact on performance.

• Assisted physical therapists in patient care by demonstrating and reinforcing prescribed exercises, ensuring proper technique and safety.
• Maintained a clean and organized therapy area, preparing equipment and treatment spaces between patients for efficient workflow.
• Developed personalized home exercise programs for patients, including creating and distributing tailored printouts for continued care.
• Managed scheduling for three physical therapists, coordinating appointments to optimize patient flow and clinic efficiency.
• Handled administrative tasks, including processing copayments, updating patient charts, and maintaining accurate medical records.
• Provided empathetic support to patients experiencing difficult emotions related to their injury while under supervision from a Doctor of Physical Therapy.