1. APRIL THOMPSON-FINLEY
1505 Patricia Dr.● Midwest City, OK 73130● 405-881-0101 ● April.Finley@yahoo.com
DISTRICT MANAGER/ASSISTANT VICE PRESIDENT
Dynamic, results-oriented upper level manager with an exceptional background in service program development and
implementation. Proven leader with the ability to build and develop lasting professional relationships with clients and employees.
Ability to drive and direct operations of all business functions, including resolving complaints in a timely manner. Implements
innovative and highly effective training programs by evaluating business processes and developing learning objectives. Manages
multiple projects and completes them timely. Outstanding skills include communication, organization, MS Office, and leadership.
Customer Resolution ● Training
Strategic Planning ● Workforce Planning ● Employee Relations
Cost Control ● Interpersonal Communication ● Project Management
T-Mobile/GPmobile, Inc. 5/2015 to 9/2015
Build a strong team of Store Managers and equipt them to hire and train to T-mobile standards. Meet regularly
with Store Managers to discuss day-to-day operations, upcoming store events, promotions, and training. Manage
store performance "scorecards," tracking everything from operational compliance, team dynamics, and store
appearance. Address performance gaps with urgency also recognize and celebrate team successes regularly.
Analyze each store’s P&L for individual and cross-market performance gaps and opportunity areas. The driving
force in coaching the teams, motivating them, helping them develop, as well as making the tough decisions when
the team needs to be held accountable.
Caliber Home Loans, Inc. 6/2012 to 5/2015
Assistant Vice President Customer Service
2. Cultivate and maintain positive and professional with multiple inter-departments relationships to ensure mutual
business goals are met. Maintain a high level of communication between all levels of management to assure
agents are well informed of business changes and needs. Develop and update all training materials to always
meet the changing demands of customers and their needs. Create enhancements of business functionality to
streamline customer’s interaction with agents. In-depth investigating of customers’ accounts to address issues
that create hardship for customers while working on implementation of new technology.
Vericrest Financial, Inc. 2/2009 to 6/2012
Single point of Contact Manager
Managed call center staff to engage in point of contact resolution for customers with mortgages serviced through
Vericrest. Managed KPI’s such as Service Levels, staffing, First call resolution and agent metrics. Create and
provide additional training for all agents, and job aides for continued learning. Successful in meeting all deadlines
for escalated issues and maintained a 100% of compliance within the state of New York whom requires the need
for single point of contact.
APRIL THOMPSON FINLEY
Cricket Communications 11/2007 to 2/2009
Retail Business Manager
Responsible for all the day to day operations of store. Attained optimum sales, financials, staffing, and training.
Managed all promotions and sale merchandise to include retaining of customers and increase new customer
volume. Completed audits for the store to assure that accounts were accurately billed and maintained throughout
the customer life cycle with Cricket. Inventory all merchandise, phones, and reconciled any discrepancies.
Optimized customer satisfaction surveys to obtain the highest possible scores for the store as a whole by utilizing
customer surveys. Remained current on all store safety, and security processes.
Sprint/Nextel 10/2004 to 11/2007
3. Store Manager
Responsible for all aspects of the store operations to include high customer satisfaction rating which is performed
by customer surveys of store staff, cleanliness, and available items in the store. Achieved highest standards in
inventory management to assure that items in the store matched all reporting for sales reports. Accurate staffing
and training performed to meet the standards of Sprint/Nextel business operations standards. Performed weekly
and monthly audits on store merchandise and employee efficiency to meet the highest quality standards for the
business. Merchandising and marketing of the store and its products by using flyers, store banners and
Advance America 7/2003 to 10/2004
Execute the training for all sales associates to meet the standards of excellence for the business, and customer
service. Developed marketing campaigns to build business base of customers and add additional customers to
build revenue for the store. Audited all procedural, and policies within the store to optimize each area for peak
performances across the board for all store employees to adhere to. Controlled all collection efforts for delinquent
customers on payments and managed escalations for any customer issues to provide the best customer service
ppossible. Developed and maintained all training standards to build a solid support system across all employees.
EDUCATION AND CERTIFICATIONS
International Customer Management
Harnessing Data to Drive Performance (Metrics)
Contact Center Strategy