➤ Leading the IT and Marketing teams for day-to-day and long-term strategic initiatives.➤ Identifying vulnerabilities in current systems/infrastructure and implementing plans to improve data and user security.➤ Moving all on-premises servers to Azure Cloud services and installing E3 licenses across all users to improve security.➤ Reviewing and cancelling numerous vendor relationships that were no longer viable to future growth or profitability.➤ Installing a new Loan Management System for the State of Texas to open 7 new stores in less than a month.➤ Adding direct mail and email campaigns to cost effectively increase customer touch points and improve response rates.➤ Designing and launching a new company website with all new branding for the company and all associated brands.➤ Implementing a website page allowing customers to make payments online for the first time in the company's history.➤ Executing VoIP across all 134 store locations and bundled that with consolidated ISP billing to decrease costs.➤ Implementing a text messaging platform for account management with 13 different campaigns to improve delinquency.➤ Improving the online leads program by adding new partners resulting in a 50% increase in lead conversions.

➤ Oversaw day to day operations of all PLS locations in NC and MA and led a team of 6 DMs and 20 Store Managers.➤ Took over 2 poor performing regions and rapidly turned around operating results and increased revenue and profitability.➤ Successfully passed all store audits by the internal audit team during tenure overcoming pre-existing previous failures.➤ Recognized as the company's Director of the Month for the Eastern Zone for 10 straight months.➤ Led entire company in same store sales increases by achieving 8% growth in 2019 revenue and 14% in 2020 revenue.➤ Grew district revenue and profit during the pandemic while other areas all saw single or double digit declines.➤ Improved turnover in both states by over 100 basis points thru improved hiring practices and ongoing monthly training.➤ Increased pre-paid card sales by well over 300 basis points from dead last in zone to consistently 2nd or 3rd overall.➤ Achieved over 30% improvement in 2020 profit increase YoY and netted more than $120K over prior year sales.➤ Led DM to be the DM of the Year for her outstanding performance for Same Store Sales increase and beating budget.➤ Promoted 3 Managers to District Managers and outperformed budget by 100% in 2019 and 2020 for revenue and profit.➤ Lowered customer service issues by 63% by improving customer service interactions and proper training.

➤ Provided leadership for the Rent-To-Own operations support department, including requisite analysis and reporting.➤ Managed a team of over 20 senior-level staff in operations, business development, and continuous improvement.➤ Closed costly product storage centers and merged with brick-and-mortar RTO stores resulting in $10M saved annually.➤ Ensured collaboration and coordination of cross-business priorities and timely communication across business units.➤ Utilized operational expertise to provide direction to critical technical products such as SIMS, High Touch, and Siebel.➤ Reported directly to the COO and indirectly to the CEO while managing and owning a P&L of $5M.➤ Led team for AcceptanceNOW, RAC's ancillary brand focused on approving customers with less than perfect credit.➤ Onboarded new retail clients by provisioning the correct software, hardware, and telephony systems for each partner.➤ Analyzed business performance and adjusted risk based on sales needs, delinquency rates, and partner satisfaction.➤ Designed and delivered the first mobile app so customers could seek approvals, make payments, and manage accounts.➤ Converted 1,800 stores to VoIP company-wide that enabled Wi-Fi and reduced operating expenses by $6.5M per year.➤ Conceptualized, architected, and launched company's first CRM (Siebel) system and proprietary SIMS POS system.

➤ Developed strategic initiatives for process improvement and operational efficiencies for all core RTO locations.➤ Reduced labor expenses $48M and operating expenses $6.5M per year by developing strategic and tactical changes.➤ Led, managed, and executed all aspects of systems-level initiatives from implementation through evaluation.➤ Served as advisor to COO on operational initiatives for cost savings and technology enhancements.➤ Developed and managed strategic partnerships and built trust with key stakeholders to accelerate the impact of initiatives.➤ Created strategies to improve revenue while remaining compliant with state or federal regulations.➤ Improved testing and deployment cadences for SLT and High Touch while increasing quality of products deployed.➤ Engineered online payments resulting in over 100,000 transactions handled monthly and 12% of all company revenue.➤ Implemented technology enhancement for POS that decreased credit card chargebacks and saved over $1M.➤ Designed and implemented pay-by-phone feature into POS that generated over $40M in revenue for the first year.

Senior Manager, Strategic Planning – Rent-A-Center, Plano, TX – 2009 to 2011District Manager – Rent-A-Center, Wilmington, NC – 2003 to 2009Store Manager – Rent-A-Center, Raleigh, NC – 2002 to 2003