Monique Lemus
West Valley City,Utah
Summary
Results-driven Senior Regional Manager and Head Company Trainer with expertise in developing training programs and overseeing multi-site operations. Strong background in customer service enhances ability to foster client relationships and ensure satisfaction. Committed to driving company success through effective team collaboration and partnership cultivation.
Overview
12
12
years of professional experience
Work History
Senior Regional Manager & Head Company Trainer
Mr. Money / Money 4 You Loans
04.2023 - Current
- Directed multi-site regional operations, aligning branch teams with corporate growth objectives to support expansion across new territories.
- Led compliance and financial audits across multiple branches, identifying and resolving operational bottlenecks to enhance overall performance.
- Formulated and presented a structured business continuity plan to executive management, safeguarding territory oversight and closing leadership gaps.
Company Trainer
Mr. Money / Money 4 You Loans
07.2019 - 04.2023
- Spearheaded the design, development, and implementation of company-wide onboarding modules from scratch, standardizing performance metrics for all incoming staff.
- Managed collections training and account retention strategies, enabling teams to convert delinquencies into revenue-saving restructuring opportunities.
- Conducted audits across multi-site territories to ensure compliance with corporate training standards.
Store Manager & Assistant Manager
Mr. Money / Money 4 You Loans
01.2018 - 07.2019
- Managed daily branch operations, developed staff, and drove local market growth, consistently exceeding KPIs for customer retention and delinquency resolution.
- Pivoted high-pressure customer conflicts into retention wins by negotiating complex account restructures and refinances, protecting immediate company revenue.
- Implemented strict risk management protocols with zero-refund exceptions on authorized transactions while devising tailored financial solutions for clients.
- Earned three consecutive promotions within the first 18 months of tenure based on exceptional performance metrics.
Inbound Customer Service Representative
Golden Customer Care
01.2017 - 12.2017
- Managed high-volume inbound calls, addressing client account inquiries, facilitating order placements, and resolving billing issues to enhance customer satisfaction.
- Executed membership updates and cancellations, implementing strategies to retain customers and enhance overall service experience.
- Streamlined client communications by issuing confirmation emails, providing account updates, and distributing product guides to ensure clarity and support.
Visual Stylist & Brand Representative
Abercrombie & Fitch
05.2016 - 12.2017
- Styled merchandise displays to enhance brand identity and customer engagement.
- Supported visual merchandising and stock management to uphold store standards and improve customer experience.
- Executed seasonal merchandise transitions in alignment with marketing strategies.
- Collaborated with team members to maintain visual standards throughout the store.
- Provided high-touch customer support to enhance store sales, address product inquiries, and foster brand loyalty.
BDC / Customer Service Representative
Markosian Auto
03.2015 - 09.2016
- Managed 150+ inbound and outbound calls daily to qualify leads, resolve product inquiries, and schedule sales appointments.
- Collaborated with upper management to gather customer feedback, implemented process changes that enhanced satisfaction scores.
- Conducted follow-up calling campaigns for reported issues, rebuilding brand trust and strengthening client loyalty.
- Achieved proficiency in call scripts and CRM entry guidelines prior to training deadlines.
Education
High School Diploma -
Horizonte Training & Instruction
Salt Lake City, UT05-2016
Skills
- Training Program Development
- Regional operations management
- Financial Operations Management
- Revenue growth strategies
- Risk mitigation audits
- Client relationship management
- Performance metrics
- Account de-escalation
- Key holder experience
Accomplishments
- Rapid Career Velocity: Earned three consecutive advancement roles (Assistant Manager > Store Manager > Company Trainer) within the first 18 months of corporate tenure due to exceptional operational execution.
- Revenue Protection Champion: Developed a proven crisis-negotiation approach that consistently resolved high-stakes collections disputes with zero refunds issued, saving thousands in potential legal fees while maximizing lifetime customer loyalty.
- Operational Resilience: Formulated and pitched a highly structured, administrative continuity plan to upper management to successfully protect territory oversight and eliminate leadership gaps during a tight operational window.
- High-Volume Communications: Consistently averaged 150+ daily inbound/outbound calls while maintaining strict quality standards.
- Client Retention & Dispute Resolution: Skilled at turning challenging customer interactions into positive brand loyalty opportunities.
Timeline
Senior Regional Manager & Head Company Trainer
Mr. Money / Money 4 You Loans
04.2023 - Current
Company Trainer
Mr. Money / Money 4 You Loans
07.2019 - 04.2023
Store Manager & Assistant Manager
Mr. Money / Money 4 You Loans
01.2018 - 07.2019
Inbound Customer Service Representative
Golden Customer Care
01.2017 - 12.2017
Visual Stylist & Brand Representative
Abercrombie & Fitch
05.2016 - 12.2017
BDC / Customer Service Representative
Markosian Auto
03.2015 - 09.2016
High School Diploma -
Horizonte Training & Instruction