Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Tina Belcher

Hardy,VA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

28
28
years of professional experience

Work History

Divisional Training Manager

Purpose Financial Inc.
Vinton, VA
05.2009 - 08.2020
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Coordinated ongoing technical training and personal development classes for staff members.
  • Managed new employee orientation training process for more than 10-15 employees each year.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Trained new hires to perform cross-training exercises with experienced workers.

Customer Service Manager

Purpose Financial Inc.
Vinton, VA
09.2003 - 08.2020
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
  • Managed department call volume of 100-150 calls per day and coordinated department schedules to maximize coverage during peak hours
  • Consistently managed 3-person staff, effectively resolving issues, which resulted in top ranking out of 11 teams

Education

Associate of Science - Business Management

Virginia Western Community College
Roanoke, VA
05.2021

Skills

  • Team Demonstrations
  • New Hire Training
  • Decision Making
  • Customer Service
  • Problem Solving
  • Operational Records Review
  • Verbal and Written Communication
  • Relationship Building
  • Team Recruiting and Onboarding
  • Detail-Oriented
  • Operating Procedures and Policies
  • Customer Complaint Resolution
  • Staff Development
  • Task Prioritization
  • Data Entry
  • Training Program Development

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Divisional Training Manager

Purpose Financial Inc.
05.2009 - 08.2020

Customer Service Manager

Purpose Financial Inc.
09.2003 - 08.2020

Associate of Science - Business Management

Virginia Western Community College

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Tina Belcher