Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Cynthia Morales

Los Angeles,CA

Summary

Resourceful and proactive leader with extensive experience driving business growth through robust sales and operations management strategies across large retail chains. Persuasive leader known for building and directing high-performance teams, encouraging staff towards career development, and attracting high-potential talent in line with organizational staffing needs. Proven track record of meeting and exceeding sales targets through robust strategies, as well as a solid history of maximizing client satisfaction by providing best-in-class services. Equipped with impeccable interpersonal skills, adept at forging positive relationships with key stakeholders. Professional service manager with strong experience in overseeing regional operations, fostering team collaboration, and driving results through strategic planning and problem-solving. Skills include customer service management, process improvement, and staff development. Known for adaptability and reliability in dynamic environments.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Regional Service Manager

Royal Cup
05.2024 - Current
  • Implemented standard operating procedures for consistent service delivery, leading to greater customer satisfaction scores.
  • Supported cross-functional teams in the successful execution of large-scale projects, ensuring seamless integration of regional service efforts.


  • Developed regional service team''s skills by conducting regular training sessions, fostering a culture of continuous improvement.
  • Managed budgets effectively by controlling costs without compromising on service quality or staff motivation levels.Managed customer escalations effectively, ensuring timely resolutions and minimizing negative impacts on client relationships.
  • Served as a liaison between headquarters and field staff, facilitating open communication channels for streamlined decision-making processes.


  • Collaborated with sales teams to identify upsell opportunities, contributing to increased revenue generation within the region.
  • Analyzed performance metrics regularly to identify areas for improvement, driving continuous enhancement of regional operations.
  • Oversaw inventory control measures within the region, reducing excess stock while maintaining adequate supplies for efficient operations.
  • Reduced customer complaints and improved satisfaction rates through proactive problem resolution and clear communication.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.


Certified Notary Public

CMOR Notary
06.2023 - Current
  • Fostered a secure environment during transactions through diligent verification of identity documentation provided by signers.
  • Responded promptly to inquiries from prospective clients, contributing to sustained growth of clientele over time.
  • Improved document accuracy by diligently reviewing and verifying signatures in notarized documents.
  • Established trust with clients by maintaining strict confidentiality in handling sensitive documents and information.
  • Identified fraudulent activities through keen attention to detail, ultimately protecting clients from potential losses or penalties.
  • Managed client appointments effectively, resulting in timely completion of all notarial tasks.
  • Streamlined the notarization process for clients with clear instructions and explanations of legal terms.
  • Increased efficiency in processing documents by organizing workspace meticulously for easy access to necessary tools and resources.
  • Ensured the highest level of customer satisfaction by providing efficient and accurate notary services.
  • Prepared organized and accurate records of all notarized documents, ensuring compliance with state regulations and facilitating efficient retrieval when necessary.
  • Attended relevant conferences and workshops, continuously enhancing expertise within the field.
  • Maintained up-to-date knowledge on state regulations and laws, ensuring compliance with all requirements during notarizations.
  • Provided exceptional customer service by being readily available for urgent or last-minute requests from clients.
  • Checked documents for accuracy and correct signing before notarizing.
  • Administered oath to document signers to obtain affirmation of truth.
  • Certified and attested power of attorney documents, acknowledgements and deeds.

Business Operations Manager

CarMax
02.2022 - 06.2023
  • Reviewed company's strategic plans and developed departmental goals and standards to support vision.
  • Streamlined business processes by analyzing current procedures and implementing necessary improvements.
  • Increased overall efficiency by automating repetitive tasks and optimizing workflow.
  • Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
  • Implemented escalation procedures to effectively handle time-sensitive issues.
  • Oversaw financial management, ensuring accurate forecasting, budgeting, and reporting to support informed decisionmaking.
  • Ensured compliance with industry regulations by developing robust policiesprocedures.
  • Trained new hires, providing information, and insight into corporate policies and procedures.
  • Spearheaded change management initiatives to successfully integrate new processes or technologies into existing operations.
  • Established performance metrics to evaluate team effectiveness and identify opportunities for improvement.
  • Managed cross-functional teams for successful project completion and timely delivery of products or services.
  • Negotiated contracts with vendors, securing the best possible terms for the company''s needs and budget constraints.
  • Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
  • Mitigated risks through meticulous planning and proactive identification of potential issues in operations.
  • Fostered a positive work environment that supported employee engagement and retention.
  • Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
  • Oversaw implementation of new CRM system, improving data accuracy and accessibility for sales team.

Regional Sales Manager

Oportun
01.2018 - 11.2021
  • Maintain top-tier quality standards by coaching staff on QA processes and execution
  • Ensure availability of proper tools, procedures, and processes by designing and executing strategic action plans in coordination with appropriate business partners
  • Generate business growth by managing new store openings, including staffing, walk-through, and sign-off
  • Share necessary insights in vision-driven strategic planning by leading conference calls and full day meetings for district
  • Drive business success by creating development programs for company
  • Utilize HR best practices to interview, develop, coach, and terminate staff
  • Remove financial discrepancies by controlling multiple financial operations, such as cash management, analysis, and auditing
  • Received promotion from ‘Senior District Manager’ to ‘Regional Manager’ for producing exceptional results
  • Showcased leadership abilities to oversee and lead a team of 65+ exempt and non-exempt employees
  • As a ‘Regional Manager’ spearheaded team of more than 16 retail stores; generating 120M+ in annual revenue
  • Maximized profitability by collaborating with corporate executives for new product rollouts in existing retail locations
  • Acted as ‘Senior District Manager’ and supervised team of 12 retail stores; generating 77M+ in annual revenue
  • Minimized company risk and protected employee rights by facilitating HR department in investigations conducting and sound decision-making
  • Achieved regional sales objectives by coordinating sales team, developing successful strategies, and servicing accounts to strengthen business relationships.
  • Expanded market share within the region by identifying growth opportunities and collaborating with cross-functional teams.

Area Manager

Payless Shoes
01.2007 - 01.2018
  • Strengthened organizational workforce by recruiting, hiring, training, developing, and coaching staff members
  • Enabled optimal utilization of resources by managing budget, cost, and store/district payroll activities
  • Removed inefficiencies and avoided stockouts by managing audits and controlling inventory functions
  • Maximized customer satisfaction by identifying and fulfilling customer needs, while resolving critical issues in a timely manner
  • Ensured achievement of desired business objectives by building and developing KPI action plans for team
  • Promoted from ‘Multi Store Leader’ to ‘Area Manager’ for showcasing extraordinary leadership abilities
  • Directed team of 9 stores; securing annual 5M in revenue by serving as ‘Area Manager’
  • Provided exceptional services as ‘Multi Store Leader’ to lead team of 3 stores; generating annual revenue of 2M+
  • Gained extensive leadership experience by overseeing and managing team of 35+ F/T and P/T employees, including assistant and store leaders
  • Proposed necessary recommendations regarding future planning by leading conference calls and full-day meetings for district and group of stores

Education

Bachelor’s Degree - Business Administration/project management

ITT Technical Institute
Sylmar, CA

Skills

  • Team Leadership & Direction
  • Budget Management & Control
  • Store Operations Management
  • Payroll & Cost Management
  • Revenue & Profit Maximization
  • Meetings Planning & Coordination
  • Relationship Building
  • Training & Development
  • Client relationships
  • Managing service operations
  • Field operations
  • Problem-solving abilities
  • Excellent communication
  • Organizational skills
  • Team leadership
  • Adaptability and flexibility
  • Customer service management
  • Relationship building
  • Inventory tracking and management
  • Schedule management
  • Performance evaluation and monitoring
  • Project management
  • Customer retention
  • Payroll management
  • Scheduling coordination
  • Remote team management

Certification

California Notary Public - Secretary of State

Languages

Spanish
Native or Bilingual

Timeline

Regional Service Manager

Royal Cup
05.2024 - Current

Certified Notary Public

CMOR Notary
06.2023 - Current

Business Operations Manager

CarMax
02.2022 - 06.2023

Regional Sales Manager

Oportun
01.2018 - 11.2021

Area Manager

Payless Shoes
01.2007 - 01.2018

Bachelor’s Degree - Business Administration/project management

ITT Technical Institute

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Cynthia Morales