Managed the daily operations of the retail office, assisted in sales floor management, managed a team of 4 office associates and entire sales staff. Drove compliance on all office metrics including; customer experience expectations, account management, customer billing, maintained all company records, A/R, and ensured compliance with all Bob’s Way to Pay finance requirements. Reported Directly to Manager.• Oversaw all office operations including; training, bad debt management, record keeping, and spot checked orders for accuracy and completeness.• Conducted daily and weekly meetings to set expectations and make sure goals were being met.• Increased the stores “Net Promoter Score” by 8 points over an 8 month average bringing us to 2nd in the region in customer service with a score of 90%.• Reduced bad debt by an average of $300 dollars a month.• Lead Office team to #1 in region two the months in a row with Most Phones calls answered within 3 rings, with a score of 88.1% and 89.3%.• Created a nightly and weekly report to better understand and track our business that is now used by the entire region.• Increased our YTD additional protection package “Goof Proof” precentage from 58% to 63%.

In my most recent role, I drove daily branch business and operations for Enterprise Rent-A-Car. I supervised, mentored, and trained 15 employees. I also managed customer service, reporting and analysis, A/R, accounts management, financial statements, billing, employee issues, and maintenance, branch processes, and sales. I fulfilled fleet orders, and reported directly to the Manager.Key Accomplishments: • Oversaw maintenance including ensuring vehicles were cleaned and spot-checked thoroughly and inspections were conducted for damage upon return. • Managed front-end business, and reviewed contracts for completeness before customers were shown vehicles.• Ensured delivery of exemplary customer service through diligent branch management.• Facilitated training in branch SOPs, processes, and sales & customer service techniques. • Played key role in driving marketing strategies and efforts to improve business.• Acquired 2 new business accounts, and saved 1 account from competitive loss. • Earned 3 “Esqi Cups” for highest monthly customer service score across all branches.• Honored with 4 “Champs Clubs Awards” for Top 20 Sales. • Increased branch net other by $40 per car average.

At Michaels, I was charged with driving store operations and sales to meet or exceed established goals. I supervised, trained, and evaluated a team of 6 Customer Service Associates, and led efforts to optimize the customer service score. I led a team in designing, building, and selling customized picture frames. I also educated staff on product knowledge to create up-selling opportunities. Key Accomplishments:• Collaborated with team to set-up shelving, stock merchandise, configured cash registers, and trained Customer Service Associates for new location opening. • Directed and coordinated marketing activities and policies to promote product and services.• Managed stock room, merchandising displays, cash register reconciliations, and opening & closing functions.• Increased monthly average by $300 through sales and customer service improvements. • Ranked #1 in Customer Service for 4 consecutive months.

In my early career, I served as Stock Room Lead and Aquatics Expert at Petco. I managed merchandise stocking, shelving, and organizing tasks. I also cleaned animal habitats, and coordinated returns to vendors. I operated the cash register and made sales transactions. i also ensured all shipments were received. Key Accomplishments:• Played key role on team that opened and remodeled new store locations.• Provided guidance and advice to customers on Aquatics related topics. • Honored with “Employee of the Month Award” twice.