Day in the life of Liza Leikina
From ENACTUS to home worker to Management Trainee, Liza Leikina shows there are many career paths at Enterprise
11:50 Log in to Citrix Workspace to securely work on remote desktop.
11:57 Log in to various applications: ARMS, ECARS and RALPH.
11:58 Run to the kitchen for water and coffee, because I won’t get to later. Five seconds between calls is a long time.
12:00 First call: I hear a secret whisper, like ‘Retail call, use NatRes’ as the system defines the purpose of the call depending on the number dialled: retail, corporate or for a specific branch. ‘Good afternoon, you are through to Liza at Enterprise Rent a Car, how can I help?’ And here it comes – never the same call twice! I will probably take around 30 calls over the next few hours. I have spoken to thousands of customers, which really helped me understand their needs better.
13:15 I never feel alone as we chat to other agents and our managers through Skype. We play games like hangman – whoever makes a reservation is allowed to guess a letter!
14:45 A couple dozen calls later and it is break time – 15 minutes to take a deep breath and recharge for the second part of the shift!
15:00 Friday afternoon gets challenging as retail customers try to get a car last minute. There are many reservations KPIs – calls resulting in retail reservations (capture), customer hires and returns (closure). The challenge is: ‘maintain capture and don’t kill your closure’!
I have spoken to thousands of customers, which really helped me understand their needs better