Operations & Credit Support Manager

Loretta Horton

Dallas, TX +1-469-***-**** ************@*****.***

Professional Summary

Detailed organized manager for inbound sales and collections Sme customer retention. Reduced custservice hold time by 30%

Work Experience

Credit Operations Manager

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

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 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 Corporate Trainer

Blockbuster Video McKinney, TX

August 2003 to March 2012

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 Lead Trainer

Brink’s Home Security Dallas, TX

July 1997 to July 2003

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.

Sales Recruiter

Transition newly promoted employees to their appropriate position Developed Effective Training Programs while utilizing key factors such as media and internal workshops. Education

High school diploma or GED

Bachelor's degree

Business Administration (Associates)

Northwood University

Skills

Training & development Supervising experience Communication skills Time management IVR Continuous improvement Public Relations Employee Orientation Military Teaching Recruiting Microsoft Excel Windows Interpersonal skills Leadership Microsoft Access Product management Content development Organizational skills Microsoft Outlook Project Coordination Attention to detail Microsoft Office Auto Character System (ACS3) Entity Component System (ECS) Retention Management Distribution System (RMDS) ECCP KRONOS Administration Finesse, Cisco, Verint, Accertify Microsoft Office SharePoint Human Resources Customer service Certifications and Licenses

Top Secret Clearance

Certified Project Manager

Secret Clearance

Guard Card

Additional Information

Authorized to work in the US for any employer

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