Kiva Shirley
Kansas City
Summary
Results-driven Manager bringing demonstrated record of progressive growth and accomplishment in payday loan industry. Proactive manager and strategic problem-solver with record of achieving challenging profit goals while consistently acquiring new customers and expanding operations. Tenacious in pursuing new revenue streams and sales opportunities.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
ACE Cash Express
Kansas City
01.2014 - Current
- Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
- Created training manuals targeted at resolving simple and difficult customer issues.
- Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
- Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Store Manager
Check N Go Inc.
Kansas City
06.2012 - 01.2014
- Rotated inventory from oldest to newest to maintain fresh stock.
- Oversaw annual store budget while working closely with corporate and financial departments on reporting and payroll.
- Oversaw POS operations and cash management to reduce errors.
- Opened and closed store by processing daily paperwork, balancing register drawers, producing staffing schedules and preparing deposits.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Maintained current accounts and deposited funds to keep on-site cash low.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Oversaw merchandising and displays, signage, decorations and cleaning to maintain safety and readiness for customers.
- Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
- Met budget targets by controlling expenses and eliminating wasteful behaviors.
- Built loyal customer base by delivering excellent service and stocking in-demand products.
- Shared product knowledge with customers and offered personal recommendations to boost upselling and cross-selling goals.
- Contributed to merchandising ideas at team sales meetings to increase sales.
- Secured store perimeter and enforced safety procedures to minimize losses and protect assets.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Updated store pricing, signage and merchandising to promote specials, sales and discounts.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
Education
High School Diploma -
Clay Center Community High School
Clay Center, KS05.2004
Timeline
Customer Service Manager
ACE Cash Express
01.2014 - Current
Store Manager
Check N Go Inc.
06.2012 - 01.2014
High School Diploma -
Clay Center Community High School