Operations Manager Tech Support
Resume:
Thelma Rodriguez
VP of Operations - Action Express Loans/Action Credit Loans
Edinburg, TX 78542
************@*****.***
A well skilled Operations Manager, with excellent communication skills, able to handle multiple tasks and completes deadlines on a timely manner. Possesses a proven ability to train, eliminate overtime needs while meeting cost targets and deadlines. A results-driven self-starter consistently exceeds company and customer expectation.
Authorized to work in the US for any employer
Work Experience
HR Block
Tech Support
December 2023-Present
Answer phones and greet clients in a personalized, friendly, and inviting manner
Match clients with the best-suited tax professional for their needs
Schedule clients according to their preferences
Ensure all client needs are met during service, whether in person, over the phone, or virtually
Provide excellent tech support for HRBlock’s clients software and online needs
Walk clients through their products and ensure that everything is up to date and functioning properly
Navigate HRBLock’s clients through the software and online needs
AON
Benefits Counselor
September 2023-Present
Educate employees, help employees understand their benefits options, including medical, dental, vision, life, and disability insurance
Handle enrollment, help employees enroll in benefits and process documentation
Answer questions, address employee questions and concerns about benefits
Stay current, keep up with benefit trends and compliance requirements
Work with insurance, work with insurance providers to help employees
Provide resources, provide educational resources to help employees make informed decisions
Insurance Field Agent
Kemper - McAllen, TX
December 2021 to September 2023
Conduct interviews, recommending products, closing sales, and using our selling system
Continuously prospecting for sales opportunities
Collecting premiums from policyholders, based on a pre-arranged schedule
Responding promptly to policyholder service requests such as beneficiary changes, claims, loans, etc
Keeping records, accounting for money collected, and processing paperwork
Build good working relationships with customers
Devote whatever time is necessary to fulfill the responsibilities of the position
Commit to ongoing development of knowledge and skills
VP of Operations
Action Express Loans/Action Credit Loans
2015 to Present
Make sure the daily reports are signed and completed by the Branch Managers.
Review the daily reports from each branch to assure compliance with Company policies.
Personally visit each branch on a regular basis (at least once per month).
Assess personnel needs for each branch and hire, promote, reprimand, and terminate employees for each branch; as directed by the Home Office.
Provide initial and follow up training for all employees.
Review delinquencies for each branch and make sure that each branch is effectively collecting those
delinquencies.
Review every repo and charge off for every branch in the district.
Conduct surprise cash audits at each branch.
Review all New Loans (NLs), Former Borrowers (FBs), and Borrower Renewals (BRS) for loan policy
compliance and quality.
Conduct annual performance reviews for the district.
Assist the President in updating Company policies and procedures to make sure they comply with local,
state and federal regulations; and meet the needs of the Company.
Make sure the district reaches monthly goals and standards.
Work directly with the President in setting goals for each branch and the district.
Research and develop new branch locations to expand the district.
Assist the Home Office in opening new branches in the district.
Assist the Home Office in determining best marketing and advertisement options for the district.
Ensure that the Company and each branch has a positive image in the communities we serve.
Make sure that each Branch Manager has paid the branch bills on time.
Fully document positive and negative feedback received from customers about a branch or employee.
Treat all employees with respect and ensure that every branch has a pleasant, respectful work
environment.
Notify the Home Office when a state auditor arrives at a branch in the district.
Have dependable transportation (and a valid driver's license and liability insurance, if applicable) that
allows travel to and from each branch on a regular basis.
Perform other related duties as assigned or requested.
Always provide excellent customer service, no matter the situation or circumstance.
Branch Manager
Region Staffing, Inc
2013 to 2015
Implement cost effective sourcing strategies for identifying high quality talent in response to staffing
at all levels
Develop appropriate prospecting strategies
Identify creative solutions for sourcing assigned positions
Conduct the interview and selection process, partnering with the hiring managers and other
interviewers to define interview strategy and frame offer packages
Proficient at bringing recruitment offers to successful closure
Maintain all statistical data associated with the recruitment of open positions ensuring timely and
accurate information processing
Assisted and advised management and staff with recruitment of full-time personnel by compiling and
arranging advertisements, finalizing contracts and appointment letters and advising all candidates.
Undertook administration duties and data capture coordinated and reported on internal training
Monitored payroll and all employee hours
Direct Manager
First Cash Financial Services
2011 to 2013
Recruit and hire new employees.
Proven ability to motivate team and maintain high morale.
Managed the monthly budget, spend, cost reduction program and inventory management for the
facility.
Extensive administrative experience coupled with excellent organizational skills and the ability to multi
task effectively in an integral part of my management style.
Participated in the recruitment of new employees at the initial interview stage, reference checking
and later at induction.
Implemented challenging sales targets designed to grow the business.
Responsible for the day-to-day management and coaching of the staff.
Education
Diploma
Edcouch Elsa High School
June 1992
Certificate
University of Texas Pan American
SKILLS
Recruitment, training and mentoring
Extensive experience sourcing, hiring and retaining high-performing individuals by implementing a
thorough selection process, high-quality training and an ongoing mentoring system.
Ability to identify highly motivated, results-driven staff members and provide professional
development for leadership positions.
Ability to manage organizational change
Proficient at managing existing day-to-day processes while developing and implementing new
business strategies in dynamic and high-pressure environments, requiring the ability to multi-task and
effectively manage staff relationships.
Highly skilled at processing this technical information and advising businesses as to their obligations
and responsibilities.
Contact this candidate