Carolina Hernandez

TitleMax — Houston, TX.

General Manager | Feb 2026–Present • Store Manager | Jul 2023–Feb 2026 • Assistant Store Manager | Sep 2022–July 2023.

- Oversee daily branch operations and financial services work while following company policy and state and local regulations.

- Tracked KPIs including revenue, charge-offs, and expenses; identified issues and implemented corrective actions for performance improvement.

- Supervised Store Manager to enhance branch performance, maintain service standards, and optimize customer experience.

- Managed employee schedules, directed coaching efforts, and resolved daily operational and team challenges.

- Explain loan agreements, payment terms, contract requirements, and Truth in Lending Act disclosures in clear, professional language.

- Handle customer payments and cash controls, complete daily reconciliation and closing tasks, and prepare daily deposits.

- Delivered professional service in person and by phone; assisted with collection activities and resolved account and payment issues.

- Investigate account and transaction differences and coordinate with internal support teams to resolve issues quickly.

- Use Excel, Word, Outlook, Teams, and company systems for documentation, communication, reporting, and branch operations.

Managed store operations during temporary assignment for approximately one month in 2024, managing store operations during temporary assignment.

Achieved promotion to Store Manager in July 2023 and General Manager in February 2026, reflecting an increase in leadership responsibilities.

• Streamlined document organization and filing systems to enhance information management efficiency.

• Contributed to documentation and organization of departmental materials, improving accessibility for team members.

• Facilitated administrative and protocol activities in a government workplace, ensuring compliance with established procedures.

Adhered to established office procedures while maintaining professionalism, accuracy, and attention to detail.