Customer Service Store Manager
Resume:
Catriana Willis
SUMMARY
More than 10 years of proven leadership in the financial service industry delivering award winning customer service founded on confidentiality and integrity. A savvy business professional offering a rich mix of account management and strategic cross organizational collaboration skills to provide exceptional customer service to internal and external stakeholders. PROFESSIONAL EXPERIENCE
First American Loans 01/11 to Present
Center Manager/Divisional Training Manager
• Managed daily Loan Center opening and closing operations, audits, banking collections and deposits and loss prevention procedures to ensure compliance with Federal, State and local laws and regulations.
• Responsible for leveraging corporate driven sales initiatives of a Multi-Product Portfolio resultant in over $250,000 in monthly revenue.
• Assessed skill levels and developed a plan of action for each employee to address strengths and weaknesses which improved employee retention resulting in a 1% turnover.
• Led training and development of new and existing customer service representatives and management of Loan Centers within a 12 Loan Center District.
• Account management of over 450 accounts.
• Increased Loan Center market share to 15% by strategic market analysis and maintaining an on-going local In-House Loan Center and District Area Business Partner marketing strategy.
• Weekly Staffing Schedule Coordination and Maintenance.
• Provided on-site training and instruction to develop employee skills/abilities for effective solution building and creative problem solving.
Rent a Renter 10/11to 1/11
Store Manager
• Able to multi-task in high paced detail
oriented environments
• District Leadership and Team
Development
• Strong Operational and Inter-
Departmental Support
• Recruitment, Interviewing, Hiring and
Employee Training
• Dedicated Efficiency to Customer
Service and Support Protocols
• Excellence in Account Maintenance and
Documentation
• Highly skilled in data analysis and
verification
• Exemplary time management and
organizational skills
• Conducted outbound customer calls for debt collection
• Conducted and processed inbound customer application
• Customer Service, Sales
UHR Rentals 01/05 to 09/10
General Manager,
• Monitor and ensure total customer satifacstion
• Established customer service protocols and supervised customer relation activities.
• Coordinated and maintained employee weekly staffing schedules.
• Communicated store operations updates, staffing needs, business and advertising opportunities.
• Inventory management and security of all nstore assets, Budgeting, pencil profit system and analysis. Rentway Inc
Store Manager, 12/99 to 12/05
• Create manage and execute plans to increase sales and profits.
• Set specific goals for store performance and employee training and development.
• Provide leadership and guidance.
• Sales, and Collection
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