Manager Customer Service

BUSINESS LEADER IN OPERATIONS

A motivated professional who leverages leadership skills and a background in competitive intelligence, operations,

financial analysis and process improvement to enhance sales and development processes and reduce operating

expenses.

Results-driven Operations Leader accomplished in start-up and mid-stage growth, with demonstrated expertise in product management and strategic analysis.

Skilled in creating vision, clarifying and communicating complex issues, and achieving defined business outcomes. Demonstrates solid conceptual thinking combined with strong application of know-how in leading a large division. Able to synthesize multiple data points, evaluate situations and resources, and communicate effectively.

Talented leader with collaborative and participatory management style, able to transform cultures to create competitive advantage. Straight-forward, persistent, and energetic – known for building high performing teams and consistently exceeding expected results.

AREAS OF PROVEN STRENGTH

Operational Excellence-- Maximizes resources to drive efficiencies, motivate staff and delivers performance that exceed organizational expectations and goals. Doubled sales performance over the last 6 months year over year, reduced bad debt by over 4%, and erased $300k negative monthly profit to break even in 6 months.

Cross-functional Management-- Worked directly with SVP, COO and VPs to analyze business needs, structure and workflows that resulted in developing more effective and efficient business processes. Implemented the Back to Basics strategy and process, resulting in immediate improved operations. Performed monthly evaluations on direct reports and also held quarterly business reviews with direct reports and SVP to analyze the operations and financials.

Strategist and Practitioner -- Versatile and innovative professional able to see the ‘big picture’ while orchestrating detailed actions needed to improve day to day operations and achieve maximum results, while also performing competitive intelligence to ensure business strategies are effective.

Financial Analysis - Experienced in reviewing monthly and yearly profit and loss statements to analyze

opportunities to improve performance, and also forecasting budgets and goals for market segments.

PROFESSIONAL EXPERIENCE

TMX Finance, Columbus, Georgia, 2002 - current

Regional Manager

oReduced bad debt in the region from 6.5% in January 2014 down to 2% in January 2015

oTook the region from generating an average negative $300k profit monthly to breaking even in 6 months by reducing bad debt, improving renewal collections and fees, cutting expenses and managing overtime.

oIncreased year over year loan volume the last 6 months of 2014 by 50% compared to 2013 by increasing the Business to Business marketing and focusing on the customer referral program

oReviewed monthly and quarterly profit and loss statements to analyze region and district performance, bottom line profit driven with focus on maximizing profit in each market segment, and consistently exceeded company expectations.

oPerform competitive analysis within the markets, using consistent feedback from direct reports and hands on research to stay on top of current competitors and emerging competitors.

oBuilds competitive and market landscapes for company business plan and strategic initiatives.

oPerform monthly evaluations on direct reports performance and also held quarterly business reviews to analyze the operations and financials for each market.

oSet budgets and goals for each market, forecasting sales, profit and total account growth

District Manager

oRanked number 8 in the final district rankings for 2013 out of 50 districts

oSales and performance driven, with new loans for 2013 topping $11.6M, a 15% increase year over year and profit of over $5M, a 10% increase year over year in a 10 year old mature market

oConsistently under the company guideline for bad debt, averaging 1.90% net charge off monthly

oParticipated in an acquisition of 12 stores in the Kansas City market in 2010

oCorporate operations trainer for newly hired Regional and District Managers

oSet budgets and goals for the market, forecasting sales, profit and total account growth

oPerform monthly evaluation on direct reports

oPerform competitive analysis within the market

General Manager

oManaged day to day to day operations of an office with $600k in total receivables and 3 full time staff

oResponsible for hiring customer service representatives and assistant managers

oResponsible for collections and bad debt, meeting loan goals, improving year to year performance, training, and profit and loss

Bestway Rent to Own, Sylacauga, Alabama, 8/99-11/02

General Manager/District Manager Trainee

oResponsible for day to day operations of a 500 rental unit office and 4 full time staff, consistently achieved sales goal of 10% increase year over while ranking in the top 10% in the company in profit

oConsistently performed under bad debt guidelines, keeping the store under 2%

oSupervised 4 stores for the District Manager while training to become District Manager

oResponsible for staffing, training, merchandising, local marketing

EDUCATION

Bachelor of Science Business Management, Auburn University, Auburn, AL

REFERENCES Available upon request.

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