Kendra Heltne: in Fresno, CA

• Provided company-wide training in all areas including Customer Service and customer satisfaction. • Was featured in national pawnbroker magazine for "ROCKSTAR CUSTOMER SERVICE". • Led team of over 60 people as well as personally served thousands of customers. • Drove year-over-year business growth while leading operations, strategic vision and long-range planning. • Developed effective business plans to align strategic decisions with long-term objectives. • Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries. • Created policies and procedures and trained new employees. • Earned BBB (Better Business Bureaus) Torch Award for ethics in business. • Provided training to Pawnbrokers throughout state of California at CAPA Convention on how to authenticate handbags and other luxury items. • Appraised and evaluated diamonds and gemstones, precious metals and luxury items including Rolex, Louis Vuitton, Chanel and other many other brands.

Throughout State Of CA, CA • Evaluated and recommended changes in rental pricing strategies to remain competitive in market. • Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plans and tenant outreach programs. • Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes. • Maintained sufficient number of units market-ready at all times. • Handled disciplinary actions, performance appraisals and terminations of company staff. • Handled tenant complaints promptly and appropriately, calling in repairmen and other support services as needed. • Received letter of commendation from Mayor Jim Patterson for working with Fresno Police Department. • Was featured in newspaper as well as tv news for my work with local police department.