1. LANETTRA D. NORRIS
7944 Sunkist Dr. • Oakland, CA 94605 • 510.715.7741 • lanettranorris@comcast.net
OPERATIONS MANAGEMENT
Proven performer who relishes the accountability and independent responsibility in today’s
industry. Successful management style that fosters team oriented environment in the workplace.
A professional in customer relations: quality customer care with aggressive solution and problem
solving skills using intuition, compassion and diplomacy. Quick to resolve any situation: self-
directed with strong work ethic and sense of urgency, able to meet demanding project time
frames without compromising service or quality. Excellent communication and interpersonal
skills combined with a creative and pro-active can-do spirit.
OperationsManagement Customer Service Team Building
Team Leadership Computer Skills Professionalism
Creativity Time Management Policy & Procedure
Employee Training Problem Solving Logistics
CustomerRelations Project Planning Internal Audit
PROFESSIONAL EXPERIENCE
8/05-present
City Ops Manager/Sr. Ops Manager, Dollar Thrifty Operations, San Francisco, CA (a HertzCompany)
 Successful management of $50m operation with year over year profit averaging over 20% to bottom line
 Lead and manage a cohesive and diverse staff of 75 employees in an airport location keeping overtime under 2% goal
 Manage revenue growth for sales initiatives with steady improvement over targets for the last 2 years
 Selection, training, evaluation, motivation and mentoring of key personnel in team oriented environment
 Compile and interpret data for daily, weekly, and monthly reports using MS Office and in house systems
 Communication and implementation of corporate policies/procedures in line with SOX and company audit standards
 Positive customer relations using conflict resolution and survey data to improve service issues
7/03-8/05
Dollar Brand Manager, Dollar Thrifty Automotive Group, Oakland, CA
 Developed and implemented location strategies with management team after corporate merger
 Improved customer service metrics by introducing new culture and attitude
 Compiled and interpreted data for daily, weekly, and monthly reports using MS Office
 Selected, trained, and evaluated key personnel using behavioral interviewing process
 Communicated and implemented local/corporate policies and procedures in accordance with audit standards
1/01-7/03
AirportManager,Thrifty Car Rental, San Francisco, CA
 Successfully turned airport operation into efficient and productive location
 Implemented corporate policies and procedures after takeover ensuring compliance
 Assisted in developing business plans for airport and standalone locations
 Facilitated implementation of new computer system as well as training of staff
 Increased customer service metrics for the locations through investigation and retraining

2. 2/96-12/00
Station Manager/City Manager, National Car Rental, Oakland, CA
 Responsible for profitability and productivity of airport and local store locations
 Reviewed P & L statements and modified business plans
 Presented and prepared data and analysis for location reviews to Regional Vice President and Staff
 Successfully operated in union environment
 Facilitated implementation of new computer system
 Logistics lead for major location move from stand alone to airport Rent-A-Car center
EDUCATION
Bachelor of Science, Biological Sciences, University of California, Davis 1994
SPECIAL SKILLS/TRAINING
Cultural Ambassador Dollar Thrifty Group San Francisco
First Aid Certification Course, November 2014
CPR Certification Course, November 2014
Assistant Volleyball Coach