Agnes Cruz
Saint Cloud
Summary
Seeking a customer service role with over 20 years of experience in financial services, telemarketing and sales management. Proven success in delivering tailored financial solutions, ancillary products sales, underwriting, risk analysis, and customer relationship development. Expertise in underwriting, insurance sales, and P&L management, with strong skills in customer service and business development.
Professional communicator with strong ability to engage customers and drive sales. Skilled in persuasive communication, active listening, and handling objections effectively. Team player focused on achieving results and adapting to changing priorities. Reliable, goal-oriented, and efficient in managing time and meeting targets.
Results-oriented telemarketing professional bringing expertise in various types of products and services. Skilled at reaching elusive customers. Offers impressive talent for overcoming objections and closing sales.
Service-oriented Telemarketer with passion for providing excellent customer service. Friendly, personable and always professional under pressure. Known for thriving in fast-paced and busy environments.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Sr. Personal Loan Specialist
OneMain Financial Services
10.2015 - 12.2024
- Consistently achieve top performance in optional product and insurance sales, contributing to individual and branch sales objectives
- Develop and maintain customer relationships throughout the loan process, ensuring alignment with customer financial goals
- Present tailored financial solutions, including auto refinance options, to improve customer budgets and facilitate debt consolidation
- Educate customers on loan terms and conditions, enhancing their understanding and compliance
- Utilize credit underwriting techniques and manage loan life cycles, including account collections and compliance with relevant laws and regulations
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Managed a high volume of calls daily while maintaining professionalism and efficiency.
- Answered calls, took messages, and transferred calls to correct individuals.
- Asked pertinent questions to understand customer requirements.
- Improved overall call quality by adhering to company guidelines and best practices consistently.
- Supported fellow team members by offering encouragement, sharing best practices, and participating in group training sessions.
Store Manager
TMX Finance/Instaloan
02.2014 - 11.2014
- Enhanced store profitability through strategic customer relationship development, community engagement, and the establishment of new business sources, while ensuring compliance with consumer and privacy laws
- Managed customer transactions and accounts with integrity, including loan approvals, payment processing, and collections, alongside mentoring and training employees to optimize performance
Sales Manager
Aaron's Sales & Lease
11.2010 - 12.2013
- Directed sales team efforts to consistently meet and exceed monthly targets, resulting in a 50% increase in customer base over three years
- Resolved an average of 12 customer complaints monthly, enhancing customer satisfaction and retention through effective issue resolution
- Developed and implemented training programs for sales team, improving product knowledge and sales performance
Center Manager
Ace Cash Express
11.2008 - 09.2010
- Managed daily center operations, ensuring security and safety protocols were adhered to and discrepancies were reported to the District Supervisor
- Trained and guided center employees in marketing efforts, enhancing the promotion of financial services through cross-selling and solicitation
- Analyzed financial reports such as Trend Reports and Combined Income Statements, successfully meeting and exceeding budget goals while maintaining expense control and profit maximization
Assistant Manager
Value Pawn & Jewelry
03.2006 - 10.2008
- Managed inventory control and conducted monthly audits, ensuring accuracy and compliance with company standards
- Led the training and development of an 8-member team, collaborated with senior management to achieve sales targets, and optimized employee scheduling to align with budget constraints
General Manager
Aaron's Sales & Lease
11.1996 - 03.2006
- Improved store profitability by over $12K within the first month by reorganizing management, systems, and operations at previously underperforming location
- Managed comprehensive financial and operational functions including budgeting, compliance, marketing, and public relations to ensure alignment with corporate objectives
- Trained and developed sales associates, enhancing department success and optimizing performance in both Sales and Collections departments
- Oversaw collections efforts on outstanding accounts, fostering customer retention while maintaining regulatory compliance and adherence to budgeted payroll
Education
High School Diploma - General Education
Maynard Evans High School
Orlando, FL01.1996
Skills
- Financial Services
- Insurance Sales
- Sales Management
- Operations Management
- Pricing
- Budgeting
- Data Entry
- Computer Word
- Excel
- Microsoft Windows Office
- Bilingual
- Marketing/Telemarketing
- Account Management
- Underwriting
- Customer Service
- Banking
- Spanish
- Training & Development
- Leadership
- Mentoring
- Cash Handling
- Negotiation
- Business Development
- Upselling
- Store Management
- Sales
- Typing
- Inside Sales
- Supervising Experience
- Payroll
- Purchasing
- Translation
- Communication Skills
- Windows
- Accounting
- Financial Report Writing
- Phone Etiquette
- Teamwork
- Attention to detail
- Time management
- Customer service
- Effective communication
- Data entry
- Professionalism
- 10-key data entry
Certification
- Notary Public Certified - Florida
Timeline
Sr. Personal Loan Specialist
OneMain Financial Services
10.2015 - 12.2024
Store Manager
TMX Finance/Instaloan
02.2014 - 11.2014
Sales Manager
Aaron's Sales & Lease
11.2010 - 12.2013
Center Manager
Ace Cash Express
11.2008 - 09.2010
Assistant Manager
Value Pawn & Jewelry
03.2006 - 10.2008
General Manager
Aaron's Sales & Lease
11.1996 - 03.2006
High School Diploma - General Education
Maynard Evans High School
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