Elizabeth Flores

• Responsible for the overall performance of all company operations in Northern California Territory.
• Assisted in the implementation of company policies and procedures, strategic planning, and quality assurance.
• Responsible for leading all operations under supervision to maximize revenue and EBITDA.
• Evaluated and implemented corrective action plans to improve the financial performance of each operation that is not meeting its financial targets.
• Build business, increase sales to meet or exceed goals.
• Provide leadership support and guidance to operations experiencing performance issues and/or administrative vacancies.
• Ensure each service site develops and fully implements a targeted recruitment and retention plan by partnering with HR and Talent Acquisition.
• Led strategic planning and execution to enhance profitability and company growth.
• Strengthened company business by leading implementation of new projects and procedures.
• Reviewed monthly KPI's, GPM and 13-month trend financial statements for accuracy
• Provided Excellent Customer Service and help resolve quality of service issues in a timely manner
• Investigations on complaints and provided timely positive outcome
• Excellent Communication and ( Oral and Written) and public speaking skills
• Oversee Branch Manager performance and evaluations

• Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
• Established strong working relationships with external partners such as vendors and suppliers.
• Conducted regular performance reviews for all employees in the branch.
• Resolved escalated customer complaints in a timely manner.
• Participated in community events to promote brand awareness.
• Identified opportunities for process improvement initiatives within the branch.
• Facilitated weekly meetings with staff members to discuss progress on current initiatives.
• Created reports summarizing operational performance metrics for senior management review.
• Monitored financial performance of the branch on a monthly basis.
• Managed staff scheduling, hiring and training processes.
• Managed Operating expenses P&L
• Business growth and development to ensure sales targets are met
• $55k Increase in NR; and $64K increase in EBITDA 2017 verses 2018
• Increased Hours of services by 8k+ 2019 verses 2018 YOY
• Increased EBITDA +$140.7K 2019 verses 2018 YOY

• Successfully updated all employee files that were failing compliance policy standards.
• Mentored past CSS coworkers who were inefficient in payroll on how to correctly schedule, link, and process payroll, which achieved a successful outcome in paying employees correctly on an ongoing basis.
• Recovered missed revenue due to processing errors, making necessary POC corrections to produce correct billing amounts due on invoices, in which projected efficient revenue reporting is ongoing.
• Assign and maintain schedules for caregivers to ensure that client service needs are met.
• Recruit and post job openings for office operations.
• Customer service conflict management.
• Workers' Comp reporting.
• Explain policies, procedures, laws, and standards to new and existing employees.
• Monitoring and supervising staff performance.
• Guidance on employee relations concerns to create a positive outcome.

• Review customer complaints.
• Investigate claims for SaveMart Supermarkets
• Review the evidence and make a determination of liability.
• Maintained detailed records of all communication with customers, claimants, providers, and internal departments.
• Processed a high volume of claims efficiently while maintaining quality standards.
• Identified potential fraud indicators during the review process and reported suspicious activity accordingly.
• Investigated facts, confirmed coverage and liability, negotiated settlements, and determined payments for claims.

· Recording and distributing loan document Instrument numbers

· Record keeping

· Assisting Title Officer with title clearance on properties

· Mass emailing

· Clerical Duties

• Supervision of 20+ clerks.
• Customer Service
• Time keeping.
• Scanning, setting new ads.
• Stocking
• Merchandising displays.
• Photo lab.
• Maintaining stock orders.