Crystal Belem Zavala
Frisco,Tx
Summary
Motivated, results-oriented General Manager and Certified Trainer with a successful sales and leadership background in customer service. Over 14 years' experience in a fast-paced customer service driven environment, with a primary goal in continued increase of company sales and profitability. Performing multiple roles in a highly competitive market, including optimizing employee performance and time management, in order to enhance company growth. Looking for a position that will effectively utilize my knowledge of coordinating labor and processes to manage in the most effective manner. I’m interested in a position that will challenge me to enhance myself to my highest potential and grow with the company.
Overview
14
14
years of professional experience
Work History
Senior Bilingual Consumer Loan Specialist
OneMain Financial
02.2023 - 01.2025
- Deliver results related to individual and branch sales goals as well as customer expectations
- Develop new relationships- and maintain existing relationships - working with customers throughout the loan process and loan life cycle
- Present financial solutions, based on customer needs, meet their goals
- Present customer with optional insurance products such as: Credit life, Credit disability, Credit Involuntary Unemployment Insurance and Auto plus plan by FIMC
- Educate customers on the terms and conditions of their loan to ensure a clear understanding
- Partner with local businesses to seek out and develop new customers
- Learn how to utilize credit underwriting techniques and sales tools
- Manage the life cycle of the loan, including collection activities, complying with all laws and regulations
- Help people achieve their financial goals and empowering them with the tools and resources they need to make informed and responsible decisions
- Assist the branch manager in running daily reports and statements that then are rolled up to management
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Prepared reports for customers with delinquent and irreconcilable accounts.
- Assisted in training new staff members on the policies and procedures related to providing customer service for consumers seeking a loan.
- Processed loan payments, updated records, and provided customer service assistance as needed.
- Collected past due loans, keeping credit and collateral exceptions within policy ranges.
- Ensured compliance with all federal, state, and local regulations pertaining to consumer lending activities.
- Prepared detailed loan agreements outlining the terms of each loan.
- Assisted customers with completing required paperwork for consumer loans.
- Recommended loan approvals and denials based on customer loan application reviews.
- Gathered and documented client financial information and application details meeting lending requirements and accurately representing client status.
- Prequalified borrowers based on credit criteria and offered debt counseling and financial education to clients and potential clients to help attain loan qualification.
Certified Trainer General Manager
TMX FINANCE FAMILY OF COMPANIES
02.2016 - 02.2023
- Fundamental leader providing crucial coaching and developing to team members to maximize their performance potential
- Maintain an atmosphere of compliance by managing all branch operations
- Increase store profitability through customer relationship development, community involvement, marketing, and B2B
- Accurately determine and/or approve loan values based on comprehensive vehicle appraisals
- Prepare and analyze company reports and communicate information as necessary to various levels of management
- Complete monthly performance evaluations for store employees
- Demonstrate knowledge of all relevant company policies and procedures of state and federal laws
- Ensures audits are thorough and sufficient to address any identified issues
- Daily administration of auto repossession and title processing
- Maintained records of attendance, performance evaluations, certifications earned.
- Utilized appropriate assessment tools to measure success rate of trainees throughout the program cycle.
- Assisted in developing organizational policies and procedures for employee training initiatives.
- Provided one-on-one coaching sessions to help individuals improve their skills.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Created schedules and monitored payroll to remain within budget.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
Assistant Manager/Shift Supervisor
PLS Financial Services
12.2014 - 09.2016
- Directing the activities of all employees during her/his shift
- Ensuring exceptional customer service, maintaining company standards of quality and other duties as assigned
- Execute check cashing approval level not to exceed authorization limit
- Trained store employees with company policies and procedures
- Resolve and document customer complaints
- Service customer accounts that all documentation is complete, accurate and filed properly
- Supervise procedures with money orders, cashing income tax refunds, processing bill payments, cashing payroll checks, western union, prepare bank deposits and ATM, and maintained safe and a secure environment for customers and employees
- Issuing Auto Insurance for Liability and full coverage
- Issuing Title loans on auto Vehicles and Payday and Installment loans
Cashier/Sales Associate
DD's Discount
10.2013 - 12.2014
- Operate all aspects of the register, including cash and charge card transaction, scanners, and scales
- Such as refund transactions, voids
- Maintain an accurate cash drawer, ensuring that all transactions are accounted for at the end of the shift
- Answer any customer inquiries, and use your knowledge of store layout and product content to give directions as needed
- Maintain a clean work environment, keeping register clear for incoming customers
- Effectively communicate with customers, associates AND store leadership in a friendly, respectful, cooperative and pleasant matter
Business Development Center Agent
Freddy Kia
04.2012 - 10.2013
- Coordinating incoming online and telephone requests and make appointments for the sales team
- Success in the role by the number of leads that convert to actual sales
- Scheduling appointments and conduct follow-ups with 'no shows'
- Promote sales and implement marketing campaigns to increase revenue in chosen market areas
- Greet customers in a professional matter and assist them with their requests
- Maintains communication with customers to ensure satisfaction with service
- Ensures prospects are informed of company promotions
Cashier
Taco Bell
02.2011 - 03.2012
- Cash handling processing
- Take care of food and drink orders
- Provided excellent customer service by meeting and greeting customers
- POS system and credit card machines
Education
High School -
Pasadena Memorial High
Pasadena, Tx01.2013
Skills
- Bilingual Spanish
- Unparalleled Customer Service
- Business Outreach Strategies
- Inventory and Purchasing Management
- Coaching and Developing
- Marketing
- Sales and Profitability
- POS Systems
- Facilities and Safety Management
- Development of Company Policies and Procedures
- Collections
- Vehicle Title Processing
- Microsoft 365
- Microsoft Teams
- Sales Force/ Class GUI
- Share Point
- Performance Evaluations
- Vehicle Appraisals
- Credit evaluation
- Loan processing
- Debt management
- Underwriting principles
- Banking
- Documentation review
- Goal oriented
- Credit assessment
- Customer service-focused
- Collections proficiency
- Excellent time management
- Loan product promotion
- Financial advising
- Excellent communicator
- Loan servicing
- Loan origination
- Relationship building and management
- Loans
- Application status reviews
- Credit
- Consumer lending
- Credit scoring
Awards
- # 1 Regional General Manager, 07/2019, TMX FINANCE
- Aid and Support Award, 2015, Avon 39 (PLS FINANCIAL)
- Seniors Helping Seniors Award, 2013, Pasadena High
Timeline
Senior Bilingual Consumer Loan Specialist
OneMain Financial
02.2023 - 01.2025
Certified Trainer General Manager
TMX FINANCE FAMILY OF COMPANIES
02.2016 - 02.2023
Assistant Manager/Shift Supervisor
PLS Financial Services
12.2014 - 09.2016
Cashier/Sales Associate
DD's Discount
10.2013 - 12.2014
Business Development Center Agent
Freddy Kia
04.2012 - 10.2013
Cashier
Taco Bell
02.2011 - 03.2012
High School -
Pasadena Memorial High