I am a highly motivated and energetic individual possessing excellent interpersonal relationship skills and management abilities. I am well-versed in mentoring and developing high-performing individuals and teams to meet their personal and organizational goals.
I began at Aaron's as an MT/CAA the beginning of September and was promoted to CAM within 3 weeks. As CAM, Customer Accounts Manager, I was responsible for collecting revenue due monthly, prevent losses both financial as well as customer, maintain quality relationships with all customers, sales, interviewing and hiring, training, recorded keeping, ensure strict policy and procedures of the Aaron's program were in place to pass weekly, monthly and yearly audits, assist the store sales manager in sales and growth, along with assisting CRS's and product technicians to continually grow the business year after year. I was asked to assist our Regional Manager to speak at meetings regarding our success and how it was achieved and assist in training new members of accounts department within our Region.
In April of 2019 I was promoted to GM of the East Liverpool location. Duties included growing the business in both sales and renewals, recruiting, hiring and training, closing all lease agreements, managing our Team to ensure planned growth and profit goals were reached, manage proper levels of inventory, oversee weekly reconciliation of inventory audit, scheduling, conflict resolution, authorize all merchandise returns with emphasis of maintaining guest relationship, sales, renewals, field visiting, ensure proper execution of company guidelines and Guest service programs were in action, record keeping, and compliance within all departments. I held the GM position approximately 4 months.
In August of 2019 I was promoted to ACAM, Area Customer Accounts Manager for AD Henri Rogers. Within that role I worked directly with our AD, RM's, GM's and CAM's within 89 store fronts to drive our company standards. I was responsible for the areas top 25 upcoming CO's, coaching team members on behaviors to improve performance, assist in driving the proper accounts behaviors, review and discuss call and field activity, daily review of key reports for opportunities of improvement and conflict resolution. I attended weekly conference calls with my AD and DVP to discuss our wins and areas of focus. I held my own weekly conference calls with underperforming Teams to drive and increase performance. I created contests and enthusiasm for our Autopay system that saw our area in last place within the company to reaching 8th from last within 6 months. I traveled to several stores throughout our area to work one on one with our Teams to assist in renewal training, coaching and behaviors.
The ACAM positions were dissolved in February of 2020 and my employment with the company ended.
I returned to back to Aaron's on December 10th, 2020 as the Operations Specialist for NE GenNext under the direction of Ricky Picklesimer.
I was initially hired as a part time CSR at our East Liverpool location. After 8 months I was promoted to Store Manager, GM, at our office in Youngstown. Approximately 3 years after my promotion I was again promoted to Mentor Manager for our division which held 11 offices. I was chosen 6 months later to be a Mentor for the entire company which has offices throughout the US. During my time as Mentor Manager I was solely responsible for all aspects of growth within my own unit. Hiring, training, auditing, sales, cash handling, customer relations. In addition to my own office, I hired and trained all new hires within my division. I held monthly meetings with our divisional managers to discuss growth, changes and profit/loss and increase back-roots marketing. I also held monthly new hire classes and trained them in all aspects of pawn and payday loans including business acumen, sexual harassment, pawn laws, jewelry classification, merchandising, customer interaction, GIA diamond recognition, check cashing, auditing guidelines and procedures and tax preparation. I traveled throughout the US to several offices to train employees through pawn conversions. As the years passed and our business changed my training had to adapt. I would create training programs based on the needs of the individuals, office or region. I would work with the District Manager, determine their need and design Instructor Led Training that would include power points, hands on training, role playing, scenario exchange, hand outs, etc. I worked along side our Media Department to create television, radio and social media ads. Several of the Instructor Led Trainings that I created were used company wide by other Mentor Managers.
As Lead CSR, my job duties included cashing in customers winning tickets, cash handling and balancing, sheet analysis and customer service. I led a daily Team of 8-12 associates and trained new employees on company customer service policies and service level standards. I mentored on how to properly handle escalated complaints from customers and staff, sharing positive outcomes as training tools.
At Northern Hancock Bank, my initial position of teller consisted of all customer banking transactions, customer service and weekly cash drawer audits. After 7 months I was promoted to Front Desk Secretary. My duties and responsibilities included coaching and training of all new teller associates, opening and closing of all customer accounts, supervise all vault activities, teller drawer balances, customer concerns and accounts, answering phones, cash handling, and all bank transactions need by our customers. I worked directly with the bank President, Mark Mangano, on planning his schedule of events and Board Member meetings and activities. I also assisted our Compliance Officer in tracking down and resolving issues that required repossession of assets.
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