Customer Experience United States

PATRICIA MATA

**** ******** **** *** *******, Texas, 78245 United States 210-***-**** *********@**********.***

PROFESSIONAL EXPERIENCE

CCFI, San Antonio, Texas United States

Store Manager, Jun 1995 – present

Uphold Customer Service Standards

- Responsible for building a strong and positive relationship between customers and staff

-Provides leadership and guidance on judgement calls, helps balance sound judgement within the risk environment to ensure a positive customer experience.

-Ensures proper and consistent execution of best practices and procedures for the benefit of customers

Build Revenues

- Accountable for achieving branch goals\targets including but not limited to quarterly and yearly objectives

-Works closely with senior and corporate leadership, as well as peers to achieve consistent, maximized results and a positive customer experience.

-Highest Revenue in D50 for 2022 with 2.89 million.

Manage People

-Manages all branch functions to include coaching, day to day activities, communication, and an overall seamless execution of the customer experience.

-Interviews potential candidates to ensure strong applicant selection and placing the right individuals in the correct positions in the branch. Hires and ensures new employees are trained to execute policies and procedure in an effective manner.

-Develops a highly effective team and develop each employee via coaching and leadership.

-Creates schedule for all roles residing in the branch, including levels of management. Ensures proper coverage of all roles. Manages all schedule changes or approved time off requests with consistency.

Maintain Operational Standards

- Works with leadership to build location success and understand areas of opportunity for the branch.

-Manages all operational activities, striving for operational excellence daily. Ensures all branch activities and associates exhibit operational integrity.

-Supports Corporate mission, cultural values.

- Ensures staff compliance with internal loss prevention, state and anti-money laundering laws, such as US Patriot Act.

Mentor Manager, April 2014- December 2014

Help train and develop performance management skills in store managers

-Developed a program to help managers acknowledge employee contributions based on “Catch Them Doing Something Right”

-Help manger understand methods of coaching and how to involve employees in maintaining performance standards

-Help managers develop incentive programs to build revenue, maintain employee retention levels and create workplace culture that helps employees grow and obtain promotional status

EDUCATION

Texas A&M Commerce, Commerce, Texas United States

MS in Business Management

University of the Incarnate Word, San Antonio, Texas United States

BA in Administration

Currently Enrolled in Basic Mediation Certification Program

University of Texas San Antonio

AWARDS

2014 Speedy Cash Culture Award

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