Tracy Spence
Alamo,Tn
Summary
Results-driven management professional with extensive experience in leading branch operations and maximizing efficiency. Known for fostering collaborative work environment and achieving high-performance results. Reliable and adaptable, with excellent skills in leadership and client relations.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
32
32
years of professional experience
Work History
Branch Manager
Credit Central Loans and Taxes
04.2016 - Current
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
- Developed and implemented strategic initiatives, optimizing branch performance and customer service delivery.
- Managed team performance through effective training, mentoring, and performance evaluations.
- Led budgeting processes, monitoring expenses to align with financial goals and profitability targets.
- Coordinated marketing efforts to promote branch services within the community effectively.
- Streamlined loan processing procedures to increase efficiency and reduce turnaround times.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Complied with regulatory guidelines and requirements.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Examined customer loan applications for loan approvals and denials.
- Pioneered adoption of mobile banking services, expanding customer access and convenience.
- Complied with established internal controls and policies.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
Insurance Agent
Self Employed Services
03.2025 - Current
- Developed customized life insurance plans to meet clients' specific financial needs.
- Educated clients on policy options, coverage details, and claims processes to enhance understanding.
- Streamlined application processes, enhancing efficiency and client satisfaction rates.
- Adhered to strict industry regulations and compliance requirements, ensuring the highest level of ethical conduct in all client interactions.
- Enhanced client satisfaction by providing personalized insurance recommendations based on individual needs and financial goals.
- Maintained detailed records of client interactions and policy updates, ensuring accurate documentation at all times.
- Promoted products and services using upselling and other sales strategies.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
Associate
Sam's Club
10.2023 - 10.2025
- Assisted customers in product selection, enhancing overall shopping experience.
- Processed transactions accurately and efficiently using point-of-sale systems.
- Trained new staff on customer service standards and store policies.
- Developed visual merchandising displays to attract customer attention and drive sales.
- Resolved customer inquiries and complaints effectively, fostering loyalty and satisfaction.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
- Participated in periodic inventory counts to maintain accurate stock levels.
- Managed cash register, ensuring accurate transactions and safeguarding against losses.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Used in-store system to locate inventory and place special orders for customers.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Collection Manager
PORTFOLIO RECOVERY ASSOC
04.2010 - 03.2016
- Oversaw daily posting of payments to customer accounts.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Researched accounts and completed due diligence to resolve collection problems.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
Branch Manager
Security Finance Corp
09.2001 - 02.2010
- Oversaw daily operations, ensuring compliance with company policies and regulatory standards.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
- Created and executed marketing strategies, increasing brand awareness and attracting new customers.
- Streamlined loan processing procedures, significantly reducing approval times and improving customer experience.
- Cultivated lasting relationships with high-value clients, securing their loyalty through exceptional service and advice.
- Managed team performance through effective training, mentoring, and performance evaluations.
- Maintained friendly and professional customer interactions.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Examined customer loan applications for loan approvals and denials.
Deli Manager/Cashier
ExxonMobil
05.1994 - 09.2001
- Supervised daily operations, ensuring compliance with health and safety regulations.
- Managed inventory levels, optimizing stock rotation to reduce waste and improve freshness.
- Trained and mentored staff on food preparation techniques and customer service standards.
- Analyzed sales trends to inform product offerings and adjust inventory accordingly.
- Reduced food waste by closely monitoring product freshness and implementing proper rotation practices.
- Trained, supervised and evaluated deli staff to align compliance with health and safety regulations.
- Ensured a safe work environment by enforcing strict adherence to health and safety regulations.
- Tracked kitchen performance metrics to monitor progress and identify areas for improvement.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Addressed customer needs and made product recommendations to increase sales.
Education
High school diploma -
Bradford High School
Bradford, TN05.1995
Skills
- Banking (10 years)
- Account Management (10 years)
- Strategic Planning (10 years)
- Profit & Loss (10 years)
- Tax experience (10 years)
- Sales Management (10 years)
- Management (10 years)
- Outside Sales (10 years)
- Customer service (30 years)
- Team player (30 years)
- Excellent work ethic (30 years)
- Call Center (6 years)
- Branch operations management (20 years)
Languages
English - Fluent
Timeline
Insurance Agent
Self Employed Services
03.2025 - Current
Associate
Sam's Club
10.2023 - 10.2025
Branch Manager
Credit Central Loans and Taxes
04.2016 - Current
Collection Manager
PORTFOLIO RECOVERY ASSOC
04.2010 - 03.2016
Branch Manager
Security Finance Corp
09.2001 - 02.2010
Deli Manager/Cashier
ExxonMobil
05.1994 - 09.2001
High school diploma -
Bradford High School