- Ensure day-to-day activities comply with standards by observing and coaching teammates in customer service, operational procedures, transaction accuracy and client engagement- Use resources and innovative technologies to optimize the client experience- Lead a team and operate as a business owner by observing and coaching team and individual performance to collectively meet goals, establishing action plans as applicable- Attract and retain talent by personally investing in talent through interviewing and hiring financial center employees- Adhere to policies and procedures through education of regulatory policies, employee and client safety procedures and service delivery guidelines

 Responsible for overseeing a district consisting of 11 sales offices while leading and managing a group of 11 Branch Managers and 25 Financial Service Representatives (FSR) while reporting to the Divisional Vice President Manage an active loan book portfolio of $30 million and over 6000 customers  Assess and evaluate business plans for each branch based on specific market and opportunity levels in order to achieve growth and sales targets Conduct monthly Key Performance Indicator (KPI) evaluations with each manager in order to identify areas of potential and assist in devising an action plan Lead the recruiting, interviewing, hiring and onboarding process for the managers and FSR roles. Process terminations and corrective action plans as needed Continuously train, coach and develop staff for optimal performance  Complete monthly audits for each branch to ensure integrity and maintain best practices  Oversee change management and implementation of new sales products, memorandums and operational procedures Focus on employee development and retention through succession planning and promotions Complete performance appraisals for each manager every 6 months Organize and conduct team building activities to improve engagement and motivation Effectively monitor and analyze reports such as Profit and Loss Statements, Revenue and Sales reports, and Key Performance Indicator, in order to recognize where branches are excelling and to identify areas of opportunity

 Responsible for managing a flagship branch while leading a team of 5 Financial Service Representatives  Plan, implement and drive operations to ensure consistent growth Consistently exceeded sales targets and quotas  Provide daily coaching, support and recognition in order to develop staff and constantly improve results Continuous process improvement with a strong success rate of reducing expenses such as charge off and controlling payroll Selected as the training branch within district responsible for assisting with the development of newly hired staff  Proven ability to increase sales and revenue by sourcing new clients through marketing and solicitation efforts, and subsequently providing excellent customer service resulting in retaining clients  Developed and ensured store and field adherence to operational policies Handled all customer escalation matters by providing superior customer service and determining a comprising solution

- Completed day-to-day administrative duties such as composing documents, invoices, and memorandums on the computer- Responsible for entering customer activity/information into computer records - Maintained a daily schedule by coordinating meetings and appointments for IT staff- Performed general clerical duties including sorting and assigning mail distribution; copying, faxing, and filing various documents; and directing phone calls- Maintained constant communication with IT staff & company director while they in or out of the head office- Coordinated with fellow administrative assistant to ensure that everyone is on the same page and all duties and responsibilities have been collectively accomplished.

- Process customer refunds and exchanges while following precise company procedures and policies- Provide exceptional customer service both face to face and also over the phone- Answer customer phone calls and complaints and direct unresolved issues to designated resources- Arrange and process deliveries as well as pick-ups- Assisted with cashier duties during busy periods- Met and exceeded monthly quota for Future Shop credit card activations and also company covered warranties

- Conducted various clerical duties such as sorting and delivering staff mail, faxing and photocopying documents, and directing phone calls - Provided assistance to project coordinators and maintained constant interaction- Determined measurements and analyzed areas being considered for renovations