GODWIN COUTINHO

• Lead retail operations across 11 locations, including AUH-Zayed Intl AP, with full P&L accountability, overseeing sales, financial administration, staffing (35+ employees), strategic planning, and branch management to maintain exceptional service standards.
• Lead, mentor, and manage the branch team, including Rental Agents, Fleet Controllers, and Supervisors, ensuring alignment with company objectives.
• Participate in hiring processes and oversee the onboarding and continuous training of branch staff to enhance skills and performance
• Directed leadership and team management, mentoring counter staff, BDEs, and Branch Supervisors.
• Foster a positive work environment, boosting team morale and maintaining high levels of employee satisfaction and retention.
• Set individual and team goals, conduct regular performance reviews, and provide constructive feedback to improve team output.
• Ensure that all customers receive exceptional service, addressing their needs and resolving complaints efficiently and professionally.
• Uphold brand promise by maintaining high service standards and ensuring consistent customer experiences.
• Handle complex customer concerns, complaints, or disputes that require managerial intervention.
• Collect and analyse customer feedback, using insights to improve service quality and operational processes.
• Oversee daily branch activities, ensuring smooth workflows across vehicle rentals, returns, and fleet operations.
• Coordinate with the Fleet Supervisor to ensure adequate vehicle availability, condition, and readiness for customer demand.
• Ensure compliance with all company policies, procedures, and regulatory requirements across branch operations.
• Identify bottlenecks or inefficiencies in branch operations and implement solutions to streamline workflows.
• Maximize revenue through strategic pricing, upselling services, and effective cost management. Prepare detailed financial and operational reports, including revenue, expenses, and profitability, for review by senior management.
• Prepare yearly budget and manage branch budgets, monitoring expenses to ensure financial targets are met.
• Identify cost-saving opportunities without compromising customer service quality or operational efficiency.
• Collaborate with Fleet Controllers and Supervisors to ensure efficient fleet utilization, reducing downtime and maximizing revenue.
• Monitor sale due vehicles, BBR fleet and replacements to ensure fleet readiness.Ensure the branch adheres to all legal, regulatory, and company standards, including insurance and safety policies.
• Stay updated on industry trends, technologies, and best practices, integrating innovative solutions to improve branch operations. Uphold company values throughout business practices and utilise sound judgement in decisionmaking
• Lead CRM team, ensuring prompt client contact within SLA timeframes, efficient abandoned cart lead assignment, and achieving 35% conversion from social media and website campaigns, with an 80% conversion rate from website abandoned carts.
• Monitor all platforms (OCD, Dubizzle, Yango) daily for visibility, pricing, and competitiveness, achieving a 40% lead conversion rate.
• Drove sales initiatives, increased market penetration, and met individual and branch sales targets.
• Enhanced OTA bookings (Booking.com, CT, Discover) for visibility, competitive pricing, and improved product presence.
• Maintained a Google rating above 4.0 for all counter locations through proactive engagement and service enhancements.
• Identified and developed the aggregator segment for retail, corporate sectors & various schools for Educators transporation requirement.
• Collaborate with the Marketing team on successful campaigns that reinforced brand standards and introduced innovative offerings to expand market share , enhancing online impressions, conversion rates, and reducing cost per click.
• Negotiated favorable lease terms with landlords for 75% of renewals and identified expansion opportunities.
• Conducted performance reviews, provided feedback, and facilitated team-building workshops to motivate staff.
• Any other additional duties as may be required by management based on needs of the business

• Spearheaded the development of a customer-centric mobile app journey, focusing on intuitive, responsive, and aesthetically pleasing interfaces.
• Customer Journey & UX Planning- Map the complete customer journey, Prepare customer flow diagrams and navigation structure,
• Identify customer pain points and improve experience,
• Work with UX/UI designers on screens and prototypes
• Business Requirement & Product Ownership-Convert rental Business requirements into app features. Define: Rules, Prioritize development roadmap. Coordinate between operations, IT, finance, marketing, and customer service.
• Backend Journey Design-Submit the business logic in Jira Software for development, monitor & review, Ensure data flow is correct between app and backend
• Development Team Management: Coordinate with:

Mobile developers (iOS/Android)

Backend developers

QA testers

UI/UX designers

IT infrastructure team

Responsibilities:

Review development progress

Validate features

Approve testing

Prepare Use Case for testing

Manage bugs and improvements

• Testing & Quality Control
• App Store & Play Store Launch Management
• Post Launch Management.
• Authored a detailed business planning requirement document and designed workflow processes for a Car rental application.
• Collaborated closely with the Project Domain Manager & Backend Engineers to oversee the product lifecycle, including workflow preparation, functionality validation, and logic definition.
• Managed SKU uploads and inventory updates, ensuring accurate representation in the user interface.
• Administered UI Rate Card adjustments based on utilization-based selling strategies, promo code creation , redemption & revenue generation, Car rental business dashboards.
• Addressed supplier issues promptly, guaranteeing product delivery aligned with UI & UX standards.
• Conducted training for departments and suppliers on functionality, ensuring seamless integration and usage.
• · Any other additional duties as required by management based on needs of the business requirements.

• Relieved in various roles including counter staff, accounts receivable, after sales replacement, delivery coordination, aggregator management, and customer relations, ensuring smooth operational continuity.
• Expertly managed customer account inquiries to ensure resolution of service complaints and high customer satisfaction.
• Led the CSR team, vehicle deliveries & collections, and oversaw operational activities for short-term rental operations, including adherence to check-in protocols and outstanding policy compliance.
• Administered aggregator CMS, uploading SKUs and collaborating with car subscription tech companies to develop effective marketing strategies.
• Directed web and mobile CMS management, continuous UAT testing for ongoing development and submitting feedback.
• Devised strategies to increase daily rental counts and optimize supplier turnaround times, aligning with company objectives.
• Delivered exceptional service, promptly addressing customer inquiries and efficiently processing orders.
• Resolved complaints with calm professionalism, offering solutions to maintain customer satisfaction and adhering to privacy and security regulations.
• Guided customers through purchasing decisions with expert advice and personalized recommendations, establishing trust and rapport.
• Rapidly diagnosed and resolved technical issues, ensuring first-contact resolution and customer satisfaction.
• Applied in-depth knowledge of company policies to escalate critical issues, monitor queries, and maintain best practice standards.
• Analysed customer surveys and feedback to identify service improvement opportunities and implement measures that enhanced customer experience.
• Conducted follow-ups on customer issues to confirm resolution and continued satisfaction, keeping meticulous records for future reference.

• Generated detailed monthly sales reports for executive review, highlighting performance metrics and revenue streams.
• Employed effective upselling and cross-selling techniques to generate leads and boost profitability.
• Managed meticulous documentation of sales transactions, warranty registrations, and service program enrollments.
• Delivered comprehensive product and service education through live demonstrations and presentations.
• Conducted follow-up engagements with customers to ensure satisfaction and offer additional support.
• Resolved customer inquiries by providing in-depth information on product features and applications.
• Participated in strategic sales meetings focused on enhancing service quality and sales approaches.
• Formulated and pursued both short-term and long-term objectives to achieve sales goals and enhance client loyalty.
• Utilized advanced software, databases, and tools to facilitate efficient and positive customer interactions.
• Analyzed competitor sales strategies and behaviors to develop and implement innovative selling techniques.
• Surpassed established sales quotas and performance metrics by delivering value-driven customer experiences.
• Engaged in continuous professional development through ongoing training to expand expertise and elevate service delivery.
• Exemplified exceptional customer service by maintaining courtesy, respect, and patience in all interactions.
• Conducted diligent follow-up on accounts receivables to ensure timely payments.
• Prepared comprehensive Service & Lease agreements in line with company standards and client needs.

• Collaborated with client representatives and planners to develop comprehensive resource plans and mitigate work downturns.
• Resourced and cost-loaded programs to demonstrate organizational responsibility and client focus.
• Escalated issues when projects fell behind schedule or budget to identify corrective actions.
• Evaluated the level of software adoption by client practices and arranged for remote training, technical assistance, or escalations.
• Strategic Analysis & Relationship Building: - Analyse product utilization and recommend products, features, and/or services to improve clients' workflows and patient care.
• Project Management: - Make a work plan and project plan for the install team for a new client or existing clients who need to purchase and upgrade Enhanced work process by research and use of necessary methods.