Erika Guillen
Dallas,Tx
Summary
Experienced Manager with a proven track record of 6+ years in developing and implementing innovative strategies to achieve goals and exceed quotas. Highly motivated and skilled in customer service management, possessing strong leadership abilities. Thrives in high-pressure and fast-paced environments, consistently delivering exceptional results. Adept at leading teams of customer service executives, ensuring top-tier service delivery and enhancing overall satisfaction. Seeking an opportunity to leverage leadership skills, interpersonal strengths, and passion for customer service to contribute to the success of your company.
Overview
12
12
years of professional experience
Work History
Office Manager
Cash Store
05.2021 - Current
- Provides exceptional customer service, involving receipt and payment of cash while working in high volume store
- Setting sales targets and KPI’s and making regular sales performance reports
- Gathering and Maintaining customer requests and requirements
- Generate new techniques, ideas and solutions that can improve and increase efficiency
- Reconcile Accounts getting them into compliance
- Computer knowledge, daily use of Vergent and various Microsoft applications
- Resolving complaints
- Administer the onboarding process of newly hired employees by providing first week orientations to acquaint them with company's operational procedures and policies
- Building relationships by developing and maintaining positive relationships with clients
- Performing audits every week and finding trends and patterns
- Generating new leads, qualifying potential new customers, and closing contracts to achieve revenue targets
- Overseeing daily operations, managing budgets, and ensuring compliance with company policies
- Monitoring employee performance and providing feedback and coaching in the moment
- Scheduling employees to ensure coverage for business daily needs
- Providing training to District by hosting Team meetings, to improve the knowledge base of the staff and new product launches
Account Manager
Shamrock Finance
08.2018 - 12.2019
- Engaging with new customers and educating on products offered by answering questions, resolving complaints
- Make collection calls on overdue loans and managing loan delinquencies, and handling loan pay off calculations
- Analyzed loan applications and credit histories for applicants to best set them up for success
- Maintaining accurate records of all loans including associated fees and payment dates
- Processing deposits and pay out funds in accordance with store procedures recording all transactions
- Evaluate loan documents and provided timely approval or denial decisions
- Coach and developed new hires while educating on policies and procedures
- Ensuring that the loan operations comply with federal and state regulations
- Providing monthly meetings to go over KPI’s and goals set for office
- Assisting with internal and external audits related to loan accounts
- Inputting new loan details and modifications into loan servicing system
Store Manager
Sally Beauty Supply
03.2013 - 01.2018
- Maintain proper inventory levels, ensure stocking, and implement purchasing plan
- Provide exceptional customer service, respond to customer complaints and ensure customers are satisfied
- Ensure the store meets/exceeds sales goals by overseeing all store operations
- Scheduling and assigning employees to daily operations
- Maintaining store staff by recruiting, selecting and training through onboarding process
- Determining marketing strategy changes by reviewing financial statements and department sales records
- Market merchandise by studying advertisement, sales promotion and display plans
- Authorizing and tagging clearance sales
- Protected employees and customers by providing a safe and exceptional clean store environment
- Operating a point-of-sale system on a daily basis
- Consulting with customer to best suggest a product to meet customers' needs
- Opening/Closing the store and ensure cash registers have the appropriate funds, and reconcile nightly deposits
- Motivating sales team to fulfill sales goals
Education
Dorothy Lomax Education -
01.2009
Skills
- Positive Attitude
- Problem Solving
- Attention to Detail
- Verbal Communication
- Human Relations
- Leadership
- Team Management
- Bilingual
- Multi Tasker
- Adaptable
- Planning
- Delagating
- Dependable
- Supervision
- Reliable
- Organization Skills
References
- Kendra Moore, 760-835-9532
- Brianna Rivera, 210-417-0390
Languages
Spanish
Native or Bilingual
Timeline
Office Manager
Cash Store
05.2021 - Current
Account Manager
Shamrock Finance
08.2018 - 12.2019
Store Manager
Sally Beauty Supply
03.2013 - 01.2018