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0000 xxxxxx xxxx , xxxx , xxxxx 00000 ● (xxx-xxx-xxxx ● abc@xyz.com

Operations Training & Leadership Policy & Procedure Development

Multi-Unit Management Regulatory Compliance Business Development

         Bilingual (English & Spanish) with consummate managerial skills including staffing, training, operations, sales, customer service, team-building, coaching, and financial administration.

         Proactively evaluate existing processes and procedures to implement practical solutions that simplify and standardize operations.

         Highly skilled at connecting with and managing people from diverse cultures and backgrounds.

         Excel at steering initiatives which control costs and achieve P&L performance goals.

         Well-versed in resource management, problem solving, budgeting, forecasting, and report writing.

         Constantly foster a respectful workplace climate essential to maximizing staff morale, enthusiasm, and accountability.

         Knowledgeable in hiring, training & development, supervision, and adhering to all employment laws to control company liability.

         Winner of multiple performance awards during career including: Top Banker, Champions Club, Gold Club, Customer Service Excellence, Area Manager of the Year, and District Manager of the Year.

TMX Finance / TitleMax, Upland, CA, 2014 to Present

General Manager / Training and Development

         Spearhead full-scope business operations for district including customer service, staffing, training, community relations, marketing, new business development, and financial administration.

         Consistently deliver unparalleled customer service excellence by interviewing, hiring, coaching, motivating, developing, and supervising quality-driven and cohesive teams.

         Accurately determine loan values from vehicle appraisal and underwrite loan contract in precise alignment with company guidelines.

         Ensure and enforce compliance with corporate and regulatory guidelines by traveling to multiple offices to conduct comprehensive audits.

         Generate and analyze P&L reports and forecasts, and submit findings to management teams.

JMS Cash Service, Whittier, CA, 2013 to 2014

District Manager 

         Governed operations for multiple locations by constantly analyzing fiscal data and uncovering strategies for profit growth, cost savings, and maximum cash flow.

         Standardized and implemented policies and procedures for opening, closing, audits, collections, loss prevention, local store marketing, account maintenance, and new business development.

         Provided on-site employee training and coaching, steered regulatory compliance, and performed ongoing competitive research to optimize company positioning and market share.

         Supervised team in collecting on delinquent accounts and processing write-offs. 

         Authorized approval of auto title loans and promoted a wide range of products and services encompassing Money Grams, bill payments, money orders, money transfers, and pre-paid debit cards.

Continued ►

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Professional Experience continued

Wells Fargo Bank N.A., Lake Elsinore, CA, 2005 to 2013  

Branch Manager / Personal Banker II

         Promoted to direct branch operations based on proven leadership talents and considerable success in customer service, risk management, sales, quality assurance, and portfolio management.

         Forged, nurtured, and maintained close working relationships with Wells Fargo partners to maximize sales opportunities and achieve revenue targets.

         Supervised, directed, and motivated branch personnel while emphasizing adherence to operational regulations and guidelines.

         Assessed customers needs and persuasively recommended appropriate products and services to meet or exceed sales goals.

Service Manager 

         Supervised bank tellers in providing exemplary customer service via prompt and efficient transaction processing and generation of sales from quality referrals.

         Performed hands-on training and coaching, and increased staff retention by recognizing outstanding performance, negotiating competitive salaries, and devising fair work schedules.

Citibank, Tustin, CA, 2004 to 2005

Business Financial Representative 

         Opened new business and consumer accounts for products and services spanning life insurance, retirement plans, personal and business loans, auto loans, home equity, and lines of credit.

         Helmed complete spectrum of loan administration from receipt of applications to ensuring completeness of loan packages.

         Closely monitored credit of small business portfolio to ensure constant adherence to rigorous risk parameters.    

Fireside Bank, Long Beach, CA, 2002 to 2004

Financial Analyst / Collections 

         Investigated and collected on accounts 30/60/90 days past due and initiated processes for small claims, vehicle repossessions, and impound notices as needed.

         Managed accounts payable, accurately posted payments, processed refunds, negotiated credit extensions and repayment plans, and proficiently administered portfolio of approximately 600 accounts.

         Proactively administered skip tracing to locate delinquent customers while adhering to federal and state laws related to debt collection (FDCPA).

         Applied sharp attention to detail and accuracy in generating extensive reports to track and update delinquent accounts for management.

United Auto Credit Corp., Irvine, CA, 1999 to 2002

Credit Analyst / Collections       

         Critically examined information received from credit applications and credit reporting agencies to execute prudent credit decisions.

         Negotiated terms and conditions of decisions with dealers, methodically evaluating risk versus reward to maximize quality and profitability.

         Facilitated consumer collections by posting payments to accounts, processing credits, debits and refunds, researching and collecting on past due accounts, and effectively handling severely delinquent accounts by recommending litigation where necessary,