LaToya Hoover
Indianapolis,IN
Summary
I have worked in customer service directly and indirectly for the past 20 years. I take pride in my work. I am and exceptional Senior Account Manager with a proven track record at CNAC Finance LLC, excelling in customer service and account management. Strong skills in negotiation, problem-solving, and account management ensure successful outcomes and customer satisfaction. Known for reliability, flexibility, and collaborative approach to achieving team goals.
Overview
14
14
years of professional experience
Work History
Senior Account Manager
CNAC Finance LLC
04.2016 - Current
- Operate in a fast pace inbound and outbound call center collecting on auto loans.
- Developed strong client relationships to enhance customer satisfaction and retention.
- Assist in managing account portfolios by with working customers to make on time payments towards credit advancement
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Coordinate communication between customers and internal teams for seamless service delivery
- Maintained detailed records of all account activities, ensuring accurate reporting for upper management review purposes later on.
- Motivate team members with updated daily goals to meet monthly goals.
Shift Supervisor
PLS Financial Services
06.2015 - 04.2016
- Supervised daily operations, ensuring efficient workflow and adherence to company policies.
- Trained and mentored staff on customer service best practices and operational procedures.
- Implemented process improvements that enhanced transaction speed and accuracy.
- Analyzed performance metrics to identify areas for operational efficiency gains.
- Coordinated team schedules to optimize coverage during peak business hours.
- Resolved customer inquiries and complaints, maintaining high satisfaction levels.
Store Manager
First Cash Pawn
10.2011 - 05.2015
- Led team in achieving sales targets through effective coaching and professional competition
- Supervised customers throughout the store, answering questions regarding products.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Implemented promotional strategies that increased foot traffic and boosted overall store sales and loans.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Completed point of sale opening and closing procedures.
- Maximized sales by creating innovative visual merchandising displays and purchase combos.
Education
No Degree - Education
Indiana University, Bloomington
Bloomington, INHigh School Diploma -
Perry Meridian High School
Indianapolis, IN06-1998
Skills
- Customer service expertise
- Goal setting and evaluation
- Operations
- Goal oriented
- Account management
- Customer relationships
- Issue resolution
- Prioritizing workflows
Accomplishments
- Promoted from Account Manager to Senior Account Manager
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Senior Account Manager
CNAC Finance LLC
04.2016 - Current
Shift Supervisor
PLS Financial Services
06.2015 - 04.2016
Store Manager
First Cash Pawn
10.2011 - 05.2015
No Degree - Education
Indiana University, Bloomington
High School Diploma -
Perry Meridian High School
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