Jaime Molina Email and Phone Number

• Developed and implemented strategies to improve customer retention and satisfaction, resulting in a 37% increase in customer retention over a period of 18 months.• Utilized customer relationship management (CRM) software to track and manage customer interactions, identify trends and issues, and develop personalized solutions to address customer needs.• Conducted regular customer check-ins and reviews to assess customer satisfaction and identify opportunities for improvement.• Worked with cross-functional teams to resolve complex customer issues and escalate urgent matters as needed.• Assisted in the development and execution of customer onboarding and training programs to ensure a smooth transition and successful integration of new customers.• Taken customers through tailored success plans as soon as they become a customer, ensuring a clear understanding of what success means to them from the start.• Provided continual support and proactive suggestions to make our customers' businesses more successfully through the use of our platform.• Worked closely with technical account managers and the development team to integrate our platform, troubleshoot technical issues, and provide 2-way feedback.• Effectively communicated with various departments within our customers' organizations, including product, tech, and marketing, to establish a clear understanding of the benefits our platform brings to each department.• Transferred my expertise of our platform to customers, helping them become super users.• Worked as part of a team to bring our collective knowledge to work for each customer's success.

• Manage initiatives that focus on new projects and process optimization; which include end-to end execution from initial assessment through recommendation and implementation.• Thoroughly analyze and evaluate internal business plans for strategic planning. • Simultaneously develop and manage detailed roadmaps for multiple projects. • Manage initiatives that focus on driving new projects, processes improvements, and customer experience enhancements. • Perform financial forecasting and market analysis to develop competitive intelligence strategy.• Lead roadmap of enhancements to drive continuity, reduce risk and enable new capabilities.• Built relationships with key stakeholders across the business to define needs and deliver holistic solutions. • Identify opportunities for automation and system improvements. • Author and deliver executive level reporting, including weekly, monthly, and quarterly business reviews.• Build and/or maintain operational dashboards and reporting suite to track, manage, and provide valuable insights on metrics and KPIs. Using Salesforce.com• Act as key liaison across the three operational units (Enrollment, Client Service, and Settlements) to ensure business and compliance standards are working properly and being followed.• Analyze daily reports regarding exception management, creditor correspondence, and customer account changes.• Maintain integrity of customer account information within CRM. (Salesforce)• Manage communication structure and timing for key program milestones and all payment-transaction related events.• Process customer account updates within the CRM system.• Perform accuracy checks on established business processes.

• Used a consultative sales approach and offered clients an array of debt consolidation related products and provided them solutions to their immediate needs.• Researched accounts, identified key players and generated client interest with a positive attitude.• Participated in team meetings and took responsibility for sales improvement initiatives and other assigned action items.• Proven to be one of the top performers who understands how to provide outstanding service and exceed objectives.• Excellent interpersonal communication skills, both verbal and written.• Strong critical thinker, multi-tasking, and problem-solving abilities.• Ability to remain professional, empathetic, polite, flexible, confident, tactful, and patient when faced with complex problems and escalated client interactions.• Adapted to a fast-paced environment and prioritized directives and/or changes accordingly.• Closed sales and achieved monthly quotas as assigned.

• Successfully managed multiple projects simultaneously, all in different design/analysis stages.• Proactively assisted with anticipating, troubleshooting, overcoming, and/or escalating challenges to your project lead in a timely manner.• Coordinated project tasks activities between our project team and internal support/operations team.• Consulted when needed. (Questionnaire Design, Analysis, Reporting & Writing)• Assisted in the development of strong and captivating proposals to meet client needs, based on short research briefs and/or elaborate RFPs; including assisting with costing structure, methodological design, analytical framework, etc.• Designed questionnaires/focus group screeners/interview guides to meet the specific or unique client objectives.• Synthesis and communicated of both primary and secondary research findings into actionable insights according to the client’s objectives.• Full reporting and analysis (via PowerPoint): Interpreting and analyzing multivariate data, drawing insightful conclusions and providing recommendations, where applicable.• Provided "in office" research, administrative and operational support to senior staff.• Accountable for work conducted for our nominated clients in terms of analyses, charting, etc and performed quality checks on all reports for alignment to request, accuracy and correctness.

• Serviced multiple customers, discovering their needs, and making recommendations to generate sales• Contacted leads to assist in getting vehicles financed through our company.• Recommended changes in products, service, and policies by evaluating results and competitive developments.• Outbound calling - 60 plus calls a day Closing ratio - at 62%.• Maintained a selling gap on loans and kept it above 48% of available loans.• Processed & approved loans.• Knowledge of rules and regulations based on title laws per state.

• Developed sales leads.• Sent proposals to clients & conducted follow up calls to provide further information as needed.• Managed the relationships with clients, while determining their needs and expectations.• In market review/due diligence of loan portfolios for potential purchase.• Effectively trained and launched dealer. (including active online application submission)

• Used my knowledge of CarMax inventory to assist customers in finding a vehicle that meets their needs.• Guided customers every step of the way, from sale or appraisal to test drives and arranging financing applications.• Completed all relevant records and documentation to ensure smooth transactions for our customers.