In October of 2023, TMX Finance Family of Companies was acquired by Community Choice Financial Family of Brands.

Work with company leadership, department leads, and subject matter experts while managing a team creating all operational training material for the organization’s portfolio of products

Researched, proposed, and successfully implemented an outside vendor’s Digital Adoption Platform for the organization’s loan management system, underwriting software, and customer relationship management program (Salesforce)Met strict deadlines when implementing training for past-due account management strategies in compliance with rapidly changing CFPB regulations

Created an end-to-end Sales Training curriculum for all store team members covering selling strategies, customer service experiences, sales management, and moreCollaborated with high-performing multi-unit leaders to develop a robust curriculum defining set key performance indicators and outlining how to improve them

Wrote and developed a set of comprehensive Operations Policy & Procedure Manuals for the entire companyDeveloped training for a new customer relationship management program (Salesforce) as the technology was introduced as a hub for call campaigns, lead servicing, collection efforts, and more

Wrote and produced instructional videos, eLearnings, and other interactive training guides for the launch of a new unsecured loan model as well as facilitated Instructor Led Training (ILT) sessions for the product’s launchWorked alongside product and software developing stakeholders to train both store employees and customers on the launch of the organization’s first customer-facing mobile app

Managed the creation of a revamped new-hire curriculum and role-specific assessments for in-store team members ranging from single-store Customer Service Representatives to regional-level multi-unit leaders