Administrative

Loretta Horton

Dallas, Texas

Cell: 469-***-****

Email: ********@*****.***

CAREER HISTORY

Army Air Force Exchange Services (AAFES), Dallas, TX- April 2012-Present

Credit Operations Manager

Neutral Counselor that provides employees with his/her rights and obligations under the EEOC laws providing data to make informal decisions on one’s behalf.

Oversaw Quality of Assurance Guidelines (Customer Operations)

Oversaw customer account validity; all discrepancies were investigated fully and resolved quickly with support provided by departments

Ad-Hoc Reporting

Collected funds such as cash, check, credit cards from customers to apply timely receipt of payments to open invoices

Provided leadership, instruction, training and supervision to 10+ personnel on their office positions, increased work performance form newly hired and exciting employees

Run required query reports for Forecasts

Create, dispute & write off invoices/bad debt through way of email notifications

Review Calls for Quality Assurance Feedback

Responded and Resolved Escalated Calls as the First Call Resolution Team

Oversee and direct team to respond to customer inquiries

Coordinated with product/service suppliers to determine validity of complaints and evaluated options for remedying the complaints

Coordinate department activities and special projects to ensure quality and timeliness.

Conducted interviews, new hire training, and assisted with employee orientation.

Responsible for meeting department productivity and quality goals

Educated customers on policies and procedures including fees and finance charges

Blockbuster Video, McKinney, TX- August 2003- March 2012 Vice President of Human Resources

Corporate Trainer – Facilitated Leadership Training for all levels

Served as the Liaison between Human Resource and Contact Center.

Responsible for updating/creating online promotions to drive new business.

Partnered with Public Relations and Marketing for promotions and web site upgrades

Recruited, hired associates and trainers statewide and internationally (Philippines, Canada & Mexico)

Responsible for Vendor Contract obligation in meeting key targets sales and customer retention

Oversee quality control functions for company products, assisting with Blockbuster products when needed.

Perform solutions designs, support field efforts, processes submittals, and review stats

Brink’s Home Security, Dallas, TX- July 1997- July 2003 Lead Trainer

Assess the training needs by collecting info related to software functions and job specific tasks, work flow and reporting.

Facilitate with 30+ employees to meet their training goals and development activities

Facilitate training sessions while collaborating with Directors to ensure training is synchronized with strategic initiatives and priorities.

Transition newly promoted employees to their appropriate position

Developed Effective Training Programs while utilizing key factors such as media and internal workshops.

Certifications

Achieve Global Leadership Facilitator

Langevin Train the Trainer Certification

SOFTWARE SKILLS

Microsoft Office

Auto Character System (ACS3)

Fraud watch, HOD,

Entity Component System (ECS)

Retention Management Distribution System (RMDS)

ECCP

KRONOS Administration

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