Consuelo Molina
Division Training Manager
Denver,CO
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Divisional Training Manager
Advance America
Thornton, CO
08.2021 - Current
- Managed new employee orientation training process for more than 10 employees each year.
- Delivered new employee onboarding and training sessions via Zoom & Teams .
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Trained new hires to perform cross-training exercises with experienced workers.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
Center Sales Manager
Advance America
Thornton, CO
11.2015 - Current
- Assigned, monitored and reviewed employee work.
- Established objectives and goals for team and planned and organized workflow.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Managed accounts to retain existing relationships and grow share of business.
- Organized promotional events and interacted with community to increase sales volume.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
Consumer Leading Specialist
One Main Finanical
Lakewood, CO
07.2014 - 11.2015
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
- Documented borrower's information in loan processing system and resolved any discrepancies.
- Assembled important paperwork and disclosures for borrower.
- Assisted with timely loan closing and funding activities with efficient management of task checklists.
- Communicated with customers daily to request information and complete paperwork.
- Answered inquiries and provided superior customer service to clients.
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
Data Entry Processor
Ranstand Staffing
Glendale, CO
11.2013 - 03.2014
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Located and corrected data entry errors and reported to management.
- Compiled data and reviewed information for accuracy prior to input.
- Organized, sorted, and checked input data against original documents.
CSR
ACE Cash Express Inc.
Federal Hieghts , CO
06.2013 - 10.2013
- Answered constant flow of customer calls with minimal wait times.
- Used POS system to enter orders, process payments and issue receipts.
- Operated cash register to record transactions accurately and efficiently.
- Reviewed and validated details of loan applications and closing documentation.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Affirmed loan document accuracy to protect lenders from potential fraud.
Assistant Customer Service Manager
Bank Of The West
Denver, CO
11.2007 - 02.2013
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conferred with sales team members to evaluate processes and improve integration of after-sales assistance.
- Maintained and managed customer files and databases.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
Education
GED -
State of Florida
Skills
Knowledgeable in [System]
Small Group Instruction
Staff development plans
Leadership training
New hire on-boarding
Good Telephone Etiquette
Decision-Making
Data Entry
Timeline
Divisional Training Manager
Advance America
08.2021 - Current
Center Sales Manager
Advance America
11.2015 - Current
Consumer Leading Specialist
One Main Finanical
07.2014 - 11.2015
Data Entry Processor
Ranstand Staffing
11.2013 - 03.2014
CSR
ACE Cash Express Inc.
06.2013 - 10.2013
Assistant Customer Service Manager
Bank Of The West
11.2007 - 02.2013
GED -
State of Florida