Open to opportunities

Jessica Warren

@jessicawarren

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Operations leader driving customer satisfaction, process improvement, and team development in vehicle operations.

United States

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What I'm looking for

I seek a senior operations role where I can improve customer experience, implement sustainable processes, develop teams, and support revenue and staffing growth.

I am an operations leader with extensive experience in vehicle operations and customer-focused team development, having driven measurable improvements in satisfaction, VAS performance, and staffing efficiency at a major national rental company. I have a track record of implementing sustainable processes, forecasting staffing and financial needs, and promoting talent into senior roles.

I focus on continuous improvement, driving productivity through employee empowerment, and proactively supporting sales of value-added solutions to protect profitability. I bring strong interpersonal skills, payroll/HR and Oracle SaaS experience, and a commitment to training and developing high-performing teams.

Experience

Work history, roles, and key accomplishments

Current

Director of Vehicle Operations

Current

The Hertz Corporation

May 2022 - Present (3 years 8 months)

Led vehicle operations regionally, driving a 20% increase in customer satisfaction (NPS) and implementing processes that improved VAS 10.42% YoY while developing and promoting operations leadership.

Operations Management Customer Satisfaction VAS Optimization Leadership Development Revenue Management Process Improvement

Senior Operations Manager

The Hertz Corporation

Jan 2022 - May 2022 (4 months)

Managed zone operations focused on best-in-class customer service and productivity, ensuring staffing, metrics, revenue, and utilization targets were met and driving VAS sales to protect profitability.

Team Leadership Customer Service Staffing Sales Enablement Performance Metrics Productivity Improvement Revenue Management

Operations Manager

The Hertz Corporation

Oct 2017 - Jan 2022 (4 years 3 months)

Drove continuous improvement in operational performance and customer satisfaction by acting on feedback, resolving service issues, and developing agents in both service and sales competencies.

Continuous Improvement Customer Service Sales Training Operating Performance Team Management

Gold Choice Lead

The Hertz Corporation

Jul 2017 - Oct 2017 (3 months)

Performed cross-functional station duties, trained new hires, and applied de-escalation and customer service standards to deliver the Hertz customer experience.

Customer Service Service standards

Supervisor / Back Office Associate

Toys R Us Babies R Us

Jul 2014 - Jul 2017 (3 years)

Supervised warehouse and store operations across departments, drove credit card sales, trained new hires, and managed ship-from-store department execution.

Warehouse Management Training Development