Twylla Leonard
Cedar Vale,KS
Summary
Experienced business owner with 30+ years in customer relations, operations management, and staff leadership. Skilled in compliance, training, and business decision-making that supports efficient day-to-day performance and strong customer satisfaction.
Overview
30
30
years of professional experience
Work History
Owner/Part Time Operator
Highway 3W Auto Sales
Ada, OK
09.2008 - 09.2021
- Directed used vehicle acquisition, pricing, and inventory selection to maintain competitive lot mix.
- Negotiated purchases, trade-ins, and financing terms to support profitable sales opportunities.
- Oversaw title processing, deal paperwork, and compliance requirements for vehicle transactions.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Provided on-the-job training to newly hired workers and team members.
Owner/Operator Financial Instution
American Payday Loans / American Check Cashier
55 Stores In 10 States
05.1991 - 06.2007
- Directed daily lending and check-cashing operations, ensuring accurate transactions and smooth customer flow.
- Evaluated customer applications and verified identity documents to support responsible loan decisions.
- Enforced compliance with state and federal lending regulations across cash-handling and account processes.
- Reconciled cash drawers, balanced registers, and maintained strict accuracy in financial records.
- Implemented collection procedures to follow up on delinquent accounts and reduce outstanding balances.
- Trained staff on transaction procedures, customer service standards, and fraud-prevention practices.
- Monitored risk indicators and adjusted lending practices to protect assets and limit losses.
- Maintained confidential customer files and documentation to support audit readiness and operational control.
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed business plan, processes and procedures to provide superior [Product or Service] to customers.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
Education
High School Diploma -
Berryhill
Tulsa, OK05-1979
Skills
- Customer service
- Business operations
- Small business operations
- Staff management
- Staff hiring
- Financial management
- Human resources
- Team management
- Recruitment
- Employee development
Timeline
Owner/Part Time Operator
Highway 3W Auto Sales
09.2008 - 09.2021
Owner/Operator Financial Instution
American Payday Loans / American Check Cashier
05.1991 - 06.2007
High School Diploma -
Berryhill