GALE SPENCE

4633 Lee Turner Road • Cleveland, Texas 77328

832-588-7484 • gspence17@yahoo.com

MANAGER / SCHEDULER / PLANNER

Dynamic professional with history transforming both solvent and struggling organizations into high-morale
collaborative team environments and operational centers of excellence.
• Optimize efficiency and bottom-line profit, spearheading strategic analysis and improvements.
• Increase revenue and market share, creating robust marketing programs and client referral bases.
• Maximize customer experiences and satisfaction, promoting client-focused working culture.
• Avert business attrition and cost-consuming errors, rapidly resolving problems and issues.
• Build, train, and lead world class teams, raising standard of service, performance, and success.

P&L Analysis • Strategic Planning • Operations Management • Continuous Improvements • Turnarounds

Problem Solving • Bottom-Line Optimization • Marketing • Business Development • Project Management
Conflict Management • Customer Service • Relationship & Team Building • Training & Development

PROFESSIONAL EXPERIENCE

IDAD, INC., The Woodlands, Texas • 2008 – Present

Manager
Oversee all aspects of daily store operations for 1 of 4 Auntie Anne’s pretzel bakery branches in region.
Maintain detailed store records including financial data, temperature logs, etc. Field customer service
issues. Hire, supervise, train, and develop employees,
• Played major role in growing sales 10% to forecasted $550K in annual revenue.
• Improved customer service, instilling greater professionalism, and providing hands-on training.
• Received 100% perfect scores on monthly mystery shops 6 out of 9 times.

HILTON AMERICAS HOTEL, Houston, Texas • 2008

Front Office Supervisor
Coordinated check-in and check-out of guests at 1,200-room hotel owned by City of Houston and
managed by international Hilton Hotels Corporation. Processed and remedied guest disputes. Trained
new employees on property management system, OnQ.
• Handpicked to manage all aspects of special group check-ins with high-profile clients within 1st few
months of hire; included Houston Texans and Emirates flight crew.
• Increased customer satisfaction score from 72% to 87%
• Prevented customer service disruptions, performing discrepancy walk-throughs to ensure 100%
accuracy of room availability and occupancy.

ENTERPRISE RENT-A-CAR, Livingston & Spring, Texas • 2002 – 2007

Branch Rental Manager
Directed all aspects of operations of 2 facilities with 220 cars and 15 employees for nation’s largest rental
car company with +$9B in annual revenue. Developed strategic sales and marketing plans. Administered
accounts payable (A/P) and accounts receivable (A/R). Coordinated reservations and customer service.
Scheduled and trained employees. Managed inventory. Evaluated profit and loss (P&L) statements.
• Restored profitability to Livingston branch in 2 months, recalibrating rental fees, selling additional
protection packages, and expanding market share into neighboring communities.
• Turned $8,000 monthly loss at 4th rental office in Lincoln dealership into $1,500 monthly profit,
conducting in-depth analysis into P&L, increasing rates and sales, and restructuring fleet.
• Grew fleet +15% at both locations, from ~75 to +100 cars.
• Ranked #1 in customer service throughout North Houston region for 3 consecutive months at 92%.
• Awarded 2 honorary plaques by corporate headquarters for outstanding contributions.
EDUCATION & TECHNICAL SKILLS

Bachelor of Science in Recreation, Park & Tourism Sciences

Texas A&M University, College Station, Texas

Resume
 Primavera P6 • Microsoft Windows Vista • Microsoft Office Suite
GALE SPENCE
4633 Lee Turner Road • Cleveland, Texas 77328
832-588-7484 • gspence17@yahoo.com

Dear Sir or Madam:

An innovative business and operations strategist, I have been instrumental in leading organizations in
diverse industries to reach new unprecedented heights of profitability, performance, and success.
Conducting in-depth examinations into P&L statements, recurring issues, and cross-functional
procedures, I am an expert at uncovering inefficiencies, and developing comprehensive improvements
that significantly enhance productivity, efficiency, and the capacity to manage high-volume workloads.
Developing the skills of novice and veteran employees alike, I create high-morale collaborative team
environments with parties on all levels united on a common customer-focused mission and goals.

Conceptualizing and directing high-impact initiatives that ensure long-term business and profit growth is
achieved and sustained, I will be a valuable asset to your company. A creative problem solver, and
hands-on leader and mentor, my passion for developing human and organizational potential exceeds the
average professional. Enthusiastic about creating ground-breaking solutions for complex projects and
issues, I thrive with a challenge and always deliver outstanding results.

Some examples of highlights throughout my career are:

• Improving customer service for my Auntie Anne’s branch, instilling greater professionalism, and
providing hands-on training; received 100% on monthly mystery shops 6 out of 9 times.
• Being handpicked to manage all aspects of special group check-ins with high-profile clients within my
1st few months with Hilton Americas Hotel due to my outstanding organization and leadership skills.
• Restoring profitability to an Enterprise rent-A-Car branch in 2 months, recalibrating rental fees, selling
additional packages, and expanding the market share into neighboring communities.
• Turning an $8,000 monthly loss at an Enterprise Rent-A-Car office in a Lincoln dealership into a
$1,500 profit, conducting in-depth analysis into P&L, increasing rates, and restructuring the fleet.
• Ranking #1 in Enterprise Rent-A-Car customer service throughout the North Houston region for 3
consecutive months at 92%.

Now seeking to transfer my unique skill set in a company such as yours, I am confident in my ability to
enhance your organization as well, and am willing to relocate in order to best suit your needs. Enclosed is
my resume, which contains more detailed information on my professional history. Please review it and
contact me at your earliest convenience. Thank you for your time and I look forward to your reply.

Sincerely,

Gale Spence

Resume