Elias Bahry

• Serve as the first point of contact for prospective and current members, handling high-volume inbound calls while delivering AAA’s Five Diamond Service experience. • Drive membership growth by selling new memberships, upgrades (Plus/Premier), and additional AAA products through consultative sales techniques. • Collaborate cross-functionally with Insurance, Travel, ERS, and affiliate clubs to ensure seamless member resolution and first-contact problem solving. • Process membership transactions, renewals, transfers, and account updates with accuracy using multiple integrated systems. • Manage collections-related inquiries and resolve outstanding membership account issues with professionalism and empathy. • Handle emergency roadside service calls, gathering critical information efficiently while maintaining calm and supportive communication during high-stress situations. • Track daily performance metrics including Sales Per Call, adherence, referrals, and productivity to consistently meet or exceed departmental goals. • Maintain indepth knowledge of AAA products, services, and club policies to provide informed recommendations and exceptional member support.

Oversee operations of the Niagara Falls Branch, supporting both local rentals and the Niagara Regional Airport location, managing a diverse mix of customers including travellers, insurance replacements, corporate clients, and dealership partnerships. Lead a dynamic team to drive service excellence, improve operational efficiency, and maximize fleet utilization just under a 400-car operation. Train, coach, and mentor new and tenured employees to meet and exceed sales and customer satisfaction targets (ESQI). Monitor branch performance metrics, proactively resolve service issues, and identify opportunities for process improvement and revenue growth. Approve and manage high-level customer requests, including underage rentals, cash rentals, and complex billing situations. Contribute to continued regional growth by supporting marketing efforts, optimizing fleet planning, and maintaining strong vendor and partner relationships. Recognized for leadership, adaptability, and results in a high-volume, fast-paced environment; selected to take over a previously flagship branch with complex operational needs.

Lead daily branch operations with a focus on delivering exceptional customer service, streamlining workflows, and solving problems independently. Supervise, train, and coach team members to drive performance and support employee development. Develop and execute local sales and marketing strategies to increase revenue and customer base. Manage branch financials including receivables, profitability, and expense control. Oversee fleet logistics, maintenance coordination, and unit reconciliation to ensure optimal vehicle availability and condition. Act as acting Branch Manager when needed, maintaining smooth operations and team alignment.

Excelled in a fast-paced, high-volume airport location, managing daily operations while delivering consistent top-tier customer service. Improved ESQI from 83% to 86%, helping maintain the highest customer satisfaction scores in the group over a 6-month period. Recognized for outstanding service with over 30+ customer name shout-outs in multiple months. Proactively coached and motivated the team, fostering a culture focused on customer engagement and operational efficiency.

Maintained an average ESQI score of 90% by delivering consistent, personalized customer service and resolving client concerns proactively. Built and maintained strong relationships with local accounts, including collision centers and dealerships, driving repeat business and customer retention. Mentored and trained new team members, supporting their development through the Enterprise Roadmap and performance feedback. Assisted in running daily branch operations, including scheduling, fleet management, and sales performance tracking. Recognized for reliability, adaptability, and leadership during high-volume periods and operational transitions.

Led day-to-day operations in a high-traffic branch, driving customer satisfaction, fleet management, and sales performance. Mentored and trained new team members, supporting their development through the Enterprise Roadmap and MQI preparation. Maintained a strong ESQI average of 90%+ and consistently delivered outstanding service recognized through frequent customer name shout-outs. Collaborated with branch leadership to implement process improvements and support overall business growth and efficiency.

Gained hands-on experience in all aspects of branch operations, including sales, customer service, fleet management, and team leadership. Consistently met performance goals in sales and service while developing skills in business management and decision-making. Delivered top-tier customer experiences, contributing to high ESQI scores and repeat business. Collaborated with leadership to drive branch growth and mentored new team members on company policies and best practices.

Delivered exceptional customer service by assisting clients with rental needs, resolving inquiries, and ensuring a smooth and positive rental experience. Handled high-volume customer interactions efficiently in a fast-paced environment while maintaining a focus on satisfaction and professionalism. Supported branch operations through administrative tasks, vehicle preparation, and effective communication with team members and customers.

Delivered friendly, solution-focused service to customers during the reservation, pickup, and return process. Assisted with transitioning the location from Discount to Enterprise systems (ECARS 2.0), adapting quickly to new procedures and tools. Managed vehicle check-ins, damage inspections, and customer billing with accuracy and professionalism. Supported front desk operations during high-volume periods, ensuring efficient workflow and minimal wait times. Collaborated with team members to uphold location standards and maintain strong customer satisfaction.

Supported daily sales operations by managing administrative tasks such as data entry, order processing, and document organization. Assisted in initiating and completing vehicle sales and rental agreements with a focus on customer satisfaction and accuracy. Managed the company’s social media presence, creating and scheduling content to promote services and engage with potential customers. Communicated professionally with clients via phone, email, and in person to coordinate appointments and provide information. Maintained records of inventory, updated vehicle listings, and supported marketing efforts to drive business growth.

Delivered warm and efficient guest service, ensuring a seamless check-in/check-out experience for all hotel guests. Handled guest inquiries, reservations, and special requests both in person and over the phone with professionalism and attention to detail. Resolved guest concerns promptly to ensure satisfaction, consistently exceeding service expectations. Collaborated with housekeeping, maintenance, and management teams to meet guest needs and support smooth daily operations. Maintained accurate records of guest accounts, billing, and payment processing using hotel property management systems.

Delivered exceptional, personalized customer service by identifying client needs and recommending products aligned with brand standards. Consistently met and exceeded sales goals through strong product knowledge, upselling techniques, and customer engagement. Maintained visual merchandising standards and ensured the sales floor was organized, clean, and reflective of the Coach brand. Supported store operations including inventory management, stock replenishment, and processing transactions with accuracy and efficiency. Built and maintained lasting customer relationships, contributing to repeat business and customer loyalty.

Delivered friendly and efficient customer service in a fast-paced environment, ensuring a positive dining experience for every guest. Accurately processed cash, credit, and mobile payments while maintaining a balanced till. Assisted with front-of-house operations, including order taking, food preparation, and maintaining cleanliness and organization. Communicated effectively with team members to ensure smooth workflow during peak hours. Helped train new employees on point-of-sale systems and customer service protocols.

Completed