Olivia Burns
Agassiz,BC
Summary
Accomplished leader with a proven track record at Cash Money Cheque Cashing, excelling in operations management and staff development. Expert in strategic planning and team leadership, significantly enhancing branch performance and employee skill sets. Achieved consistent revenue growth and operational excellence through effective coaching, mentoring, and technology proficiency.
Overview
13
13
years of professional experience
Work History
District Manager in Training, Branch Manager
Cash Money Cheque Cashing Inc.
04.2024 - 06.2024
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained steady Cash Levels at each location ensuring to adhere to companies policies and procedures for Cash Handling.
- Proficient at Microsoft Word, Office, Excel, Teams, Zoom, Office 365.
- Maintained friendly and professional customer interactions. Zero personal customer complaints throughout career. Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly. Increased store Google reviews maintaining 4.8.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team. Held daily, weekly, monthly sales meetings including one on ones for personal and professional development of team with feedback on own performance.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Developed high-performing teams through targeted recruitment, training, and performance management initiatives. Trained, developed and promoted over 17 staff members to various positions such as Branch Manager, Assistant Manager and Shift Lead.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages. Zero negative attrition for 5 consecutive years.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies. Compliance with FINTRAC, BC Legislation for Pay Day Lending, Anti-Money Laundering and Work Safe BC.
- Examined customer loan applications for loan approvals and denials. Solutions provided to clients denied for loans or cross sold other products.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Researched accounts and completed due diligence to resolve collection problems.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Partnered with human resources to recruit top talent for key leadership roles within the district, contributing to overall organizational success.
- Oversaw successful new store openings, coordinating logistics, staffing, merchandising, and promotional efforts to drive initial sales momentum.
- Managed multiple store locations simultaneously, ensuring consistent execution of company policies and procedures across all sites.
- Assisted established management staff with operational oversight, business development, and process improvement strategies.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
Interim District Manager
Cash Money Cheque Cashing Inc.
03.2024 - 03.2024
- Supervised 8 locations to enforce high-quality standards of operation.
- Coordinated with other district managers to actualize performance improvement strategies.
- Fostered an environment of open communication between management teams across the district to share best practices in operations optimization and problem-solving techniques.
- Built positive and productive relationships with store and field leadership.
- Achieved consistent revenue growth by identifying new business opportunities and expanding existing client base within the district.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Exceeded sales targets with well-developed sales strategy and empowering team coaching.
- Championed a culture of continuous improvement by regularly soliciting feedback from employees and implementing changes based on their suggestions.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Evaluated store performance regularly using data analysis tools to identify areas of improvement and implement targeted action plans for continuous growth.
- Collaborated with senior management on strategic planning initiatives aimed at maximizing profitability while maintaining high standards of quality across the district.
District Manager in Training, Branch Manager
Cash Money Cheque Cashing Inc.
03.2021 - 04.2024
District Manager in Training, Branch Manager
Cash Money Cheque Cashing Inc.
05.2016 - 03.2021
Branch Manager
Cash Money Cheque Cashing Inc.
08.2013 - 05.2016
Assistant Branch Manager
Cash Money Cheque Cashing Inc.
08.2012 - 08.2013
Financial Service Representative
Cash Money Cheque Cashing Inc.
08.2011 - 08.2012
Education
High School Diploma -
Johnston Heights Secondary School
Surrey, BC06.2006
Skills
- Coaching and Mentoring
- Operations Management
- Staff Development
- Technology proficiency
- Strategic Planning
- Team Leadership
- Decision-Making
- Problem Resolution
- Training and Development
- Computer Skills
- Accurate data entry
- Attention to Detail and Consistency
Accomplishments
Leadership Development Program- Cash Money 2023-2024
1 of 3 chosen in chosen to represent Canada within North America for a Leadership Development Program. Participated and completed Leadership modules, meetings, travel, required reading and capstone project.
- Collaborated with team of 3 in the development of Digital Transformation for Cash Money's Pay Day Loan Services online. Utilized departments such as marketing, legal, compliance and training in order to increase the digital online access for customers.
- Created and presented to CEO and shareholders benefits of QR Code, Increased store marketing and training for teams to be able to communicate easy and effective loan applications online to clients.
- Test pilot started May 2024 with positive reviews and an increase in digital by 10%.
- Project going live June 2024.
DMIT- District Manager in Training Program 2016-2024
- Supervision of District when DM away or unavailable.
- Conducted Monthly Manager Meetings, Teams calls and collaborated with District Managers for numerous events.
- Participated in Regional Conferences.
- Training and Development of aspiring Assistant
- Branch Managers into a Branch Manager role.
- Multi-Unit Manager roles on several occasions.
- Re-opened 7 locations during Covid-19 relief.
Languages
English
Native or Bilingual
Timeline
District Manager in Training, Branch Manager
Cash Money Cheque Cashing Inc.
04.2024 - 06.2024
Interim District Manager
Cash Money Cheque Cashing Inc.
03.2024 - 03.2024
District Manager in Training, Branch Manager
Cash Money Cheque Cashing Inc.
03.2021 - 04.2024
District Manager in Training, Branch Manager
Cash Money Cheque Cashing Inc.
05.2016 - 03.2021
Branch Manager
Cash Money Cheque Cashing Inc.
08.2013 - 05.2016
Assistant Branch Manager
Cash Money Cheque Cashing Inc.
08.2012 - 08.2013
Financial Service Representative
Cash Money Cheque Cashing Inc.
08.2011 - 08.2012
High School Diploma -
Johnston Heights Secondary School
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