Summary
Overview
Work History
Education
Skills
Timeline
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Latraya Jones

Baltimore ,MD

Summary

Proven leader with a track record of enhancing customer satisfaction and driving revenue growth at ACE Cash Express Inc. through effective team leadership and upselling strategies. Skilled in CRM software and teamwork, adept at fostering collaboration and achieving results. Increased employee engagement and customer trust, demonstrating exceptional communication and a positive attitude.

Overview

21
21
years of professional experience

Work History

Account Service Manager

ACE Cash Express Inc.
01.2022 - Current
  • Accomplished multiple tasks within established timeframes.
  • Cross-trained existing employees to maximize team agility and performance.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Demonstrated strong leadership skills by effectively managing account management teams, resulting in improved performance and employee engagement.
  • Managed a diverse portfolio of accounts, adapting to unique business requirements while maintaining high levels of service quality.
  • Achieved revenue growth targets through the successful execution of upselling strategies and proactive account management techniques.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Processed customer transactions promptly, minimizing wait times.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
  • Educated customers on use of banking website and mobile apps.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Reinforced customer trust by providing accurate account information and transaction confirmations.
  • Handled various accounting transactions.
  • Monitored and verified suspicious activity on customer accounts.
  • Calculated fees due, interest and change for customer transactions.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Received loan and utility payments, sending funds to correct destinations.

Store Manager

Rainbow Clothing Store
02.2014 - 12.2021
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Assisted with hiring, training and mentoring new staff members.
  • Completed point of sale opening and closing procedures.
  • Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Rotated merchandise and displays to feature new products and promotions.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
  • Supervised guests at front counter, answering questions regarding products.
  • Developed a successful employee retention plan, reducing staff turnover rates significantly.
  • Increased community engagement by participating in local events and sponsoring youth sports teams, raising store's profile.
  • Implemented loss prevention strategies, significantly reducing shrinkage.
  • Improved store layout for better customer flow and product visibility, leading to increase in average purchase size.
  • Managed inventory levels to minimize waste and ensure product availability, supporting customer satisfaction and sales efficiency.
  • Oversaw daily operations to ensure compliance with health and safety standards, maintaining safe environment for both staff and customers.
  • Improved efficiency and accuracy of inventory management by implementing new stock control system.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

Store Manager

Avenue Clothing Store
06.2003 - 12.2013
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.

Education

High School Diploma -

Northwestern High School
Baltimore, MD

Skills

  • Data-driven decision-making
  • Upselling strategies
  • Technical aptitude
  • CRM software proficiency
  • Positive Attitude
  • Teamwork and Collaboration
  • Customer Service
  • Time Management
  • Multitasking
  • Computer Skills
  • Excellent Communication
  • Team Leadership

Timeline

Account Service Manager

ACE Cash Express Inc.
01.2022 - Current

Store Manager

Rainbow Clothing Store
02.2014 - 12.2021

Store Manager

Avenue Clothing Store
06.2003 - 12.2013

High School Diploma -

Northwestern High School

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Latraya Jones