management, collection, training, underwriting, marketing, cash handle
Resume:
Derrick R. Belton
Garland, TX 75043 *******.*.******@*****.*** Cell: 214-***-****
Store Manager/District Trainer with 7 years experience in the specialty consumer finance industry, helping the credit constrained consumer with convenient options for short-term cash, financial counseling and personal account management. Specialized in training the district in all areas such as under writing and closing all title, personal, installment and payday loans and data entry
Call Center experience specializing in superior customer service skills assisting customers credit card accounts via inbound and outbound phone calls and entering all data for each account.
Areas of Expertise
Complaint Handling & Resolution
Retail Operations Management
Deliver motivation with conviction
High Volume Collections
Financial Credit counseling
Skip Trace
Check Cashing
Scheduling
Title, payday, installment loans
Vehicle Evaluation
Data Entry
Debt Collections
Customer Satisfaction Enhancement
Front-End Supervision
Underwriting, writing/closing loans
Exceptional ability to plan and prioritize
Sales
Western Union
Field calls/Travel
High Volume courtesy calls
Inventory
Compliance & Safety training
Investigations
Teambuilding & Training
Cash Handling
Marketing
Flexibility
Bill pay
Credit Check
Microsoft office/word/excel/
Power point
Building Leaders
Customer account handling
Type 40-45 wpm
Professional Experience
E-Z Money Loan Services Dallas, TX 09/12/2005 to 04/05/2012
District Training Manager, 03/11/07 – 04/05/12
Store Manager, 02/05/06 - 03/11/07
Customer Service Representative, 09/12/05 – 02/05/06
Promoted to District Training Manager position to recruit, train and supervise multiple Customer Service Reps, Asst. Managers and Store Managers. Fostered an environment in which customers receive high levels of service and employees are motivated to deliver top performance and sustained support. Manage front-end operations to ensure friendly and efficient transactions at checkout. A proven track record of success by recognizing and implementing methods to improve employees overall customer service.
Selected Contributions:
Awarded 3 “Service Excellence Awards” for scoring a 95% and above on videotaped mystery shops.
Awarded 2 store contribution trophy for highest % increased, and 1 trophy for most new customers monthly.
Awarded 2 “Manager of the Month” trophies
Reduced staff turnover by 15% in 2008, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.
Successfully trained 5 CSR’s that received and currently maintain management promotions and 3 CSRs that received Asst. manager.
Elevated store’s guest-satisfaction index from 71% to 97% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
Served on a special taskforce in charge of turning around under-performing stores. Trained CSRs and managers in five struggling stores, and contributed to significant improvements in guest satisfaction, proper loan closing and under writing, debt collections and sales.
Exemplified the second-to-none customer service delivery for which EZ Money is regionally renowned in all interactions with customers.
Manage the daily business by: Data entry, Loan Under writing, Conducting transactions, Conducting audits, Sales, Reviewing all files for accuracy and completeness, Auditing, Conducting initial default calls, collection calls, courtesy calls, vehicle evaluation auditing, marketing, and Net default management.
Productively managing and overseeing 15 locations equaling out 3,000+ customer accounts including all title, installment, payday and personal loans with low initial and net defaults and reviewing the underwriting of each account and collecting debt on pass due accounts.
Serviced and successfully trained an area of 15 stores including 15 Store Managers, 15 asst. managers and 40-50 CSRs.
Quarterly safety training meetings with Managers and CSR’s assisted by Loss Prevention to go over safety procedures, panic button testing, and other safety training scenarios.
Responsible for the contribution of the area and ensuring customer satisfaction throughout each employee.
Monthly store business reviews with each store manager to discuss goals, MTD vs YTD, new marketing plans, audits, collections, under writing and revenue.
Citi Bank (Call Center)- Las Colinas Tx
Personal Account Specialist/part time
02/05/08 to 05/19/10
Customer service call center work environment working with customers personal credit card accounts. The credit card accounts consisted of customers throughout the united states who were delinquent and in collections up to 6 months. Servicing 200+ Incoming and outgoing calls per day and data entry. Taking payments for customers over the phone and providing them with options to help them become current on their accounts with excellent customer service skills.
Awarded 7 “Wave of Success” Awards throughout the year by Operations Manager
Education and Training
Natchez High School- Natchez, Ms/ Diploma
University of Phoenix Dallas, TX
Business Management/ Projected graduation year 2014
Additional Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, safety, under writing, time management, leadership, performance assessment and organizational theory
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