Katie Leaman
Petitcodiac ,NB
Summary
Proven leader and effective decision-maker with a track record of enhancing customer satisfaction and streamlining operations at CURO Financial Technologies. Excelled in staff management and customer relations, significantly improving team motivation and customer rapport. Demonstrated expertise in retail operations and problem-solving, ensuring business growth and operational excellence.
Overview
12
12
years of professional experience
Work History
Assistant Manager
CURO Financial Technologies
12.2014 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Enhanced accuracy in financial reporting through meticulous record-keeping and data entry practices.
- Optimized financial recordkeeping by processing invoices, expense reports, and billing statements accurately.
- Ensured compliance with industry regulations by maintaining accurate documentation for audits and inspections.
- Maintained physical and computer-based filing systems.
- Conducted regular audits of physical and digital filing systems to identify gaps or inconsistencies, ensuring accuracy and completeness.
- Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Managed a portfolio of delinquent accounts, resulting in increased recoveries and reduced losses.
- Leveraged strong communication skills to build rapport with customers during collection calls.
- Managed a diverse portfolio of loans, ensuring all documentation was accurate and compliant with relevant regulations.
- Analyzed credit reports and financial information to make informed lending decisions for consumer loans.
Customer Service Representative
Money Mart Financial Services
06.2012 - 12.2014
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
Education
Office Administraton -
Eastern College
Moncton, NB06.2012
Skills
- Money Handling
- Customer Relations
- Team motivation
- Product and service knowledge
- Retail Operations
- Sales Strategies
- Compliance understanding
- Business Administration
- Computer Skills
- Decision-Making
- Multitasking Abilities
- Problem-Solving
- Time Management
- Organizational Skills
- Multitasking
References
Available upon request
Timeline
Assistant Manager
CURO Financial Technologies
12.2014 - Current
Customer Service Representative
Money Mart Financial Services
06.2012 - 12.2014
Office Administraton -
Eastern College
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