Tina Walton
Jacksonville,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
Work History
Director of Operations
Core Global Training
01.2023 - Current
- Oversee daily operations of training company
- Manage database of all corporate and individual clients
- Oversee all staff, including virtual assistants and sales personnel.
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
Team Supervisor
Enhanced Resource Center
07.2021 - 11.2023
- Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets
- Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members
- Maintained awareness of basic HR laws and regulations and kept up-to-date with company policies
- Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions
- Defined key performance indicators for employees to define clear, attainable landmarks for performance measurement
- Managed performance reviews for 12-16 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
Operations Supervisor
Positive Psyche
02.2019 - 07.2021
- Oversee daily operations of contact center team to ensure performance metrics are met
- Maintain updated knowledge of Contact Center performance requirements as well as corporate and project policies and procedures
- Provide assistance and updates to staff regarding these policies and procedures
- Monitor performance goals and objectives for contact center staff and complete daily and weekly reports
- Monitor contact center compliance with ISO standards
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to Contact Center
- Monitor and evaluate performance, write performance appraisals and provide corrective actions as needed
- Responsible for identifying and resolving issues, problems, and concerns with employees
- Recommend changes to policies and establish procedures and assist in implementation of process improvements when necessary
- Provide direction to staff when complaints are escalated to management level.
Accounts Receivable/B2B Senior Collections Special
Areotek
05.2018 - 11.2018
- Reconciling national accounts greater than $5 million in value
- Collecting debt via inbound/outbound phone calls, mail and email
- Using proprietary collections software to service accounts
- Processing credit card and electronic payments through in-house programs and commercial software
- Analyzing payment applications and customer accounting records
- Establishing and maintaining strong business relationships, evaluating & accessing risk while conveying information or concerns regarding the financial condition of a customer to management.
- Improved cash flow by accurately managing accounts receivable and pursuing timely collections.
Legal Secretary/Legal Assistant
Najafi Law, P.A
10.2017 - 01.2018
- Answer phones/emails; process mail; answering client questions; update client docketing system via Docket Trak software; write letters/emails to clients; file legal documents at USPTO
- Provide administrative support to attorneys
- Handle accounting via QuickBooks software
- Implement marketing campaigns to follow up with potential clients.
- Streamlined office procedures for increased efficiency in handling legal matters.
Collection Supervisor
Debski & Associates, P.A
10.2013 - 10.2017
- Collect on pre and post litigation accounts for Capital One, CitiBank, SunTrust and several others while being in compliance with all company policies, FDCPA guidelines, and state laws
- Oversee, motivate and coach a team of collectors for Capital One, CitiBank and several other clients
- Identify and implement process improvements as needed
- Support team by providing coaching feedback to collection staff while focusing on compliance of company, FDCPA guidelines, state laws, team consistency and performance metrics.
Collection Manager
Zwicker & Associates, P.C
03.2011 - 07.2013
- Manage, motivate and coach GE Capital Retail Bank portfolio
- Responsible for ongoing training, coaching, counseling, performance evaluations and providing daily reporting to upper management
- Collected past-due accounts for Discover Card portfolio while following compliance of all company, FDCPA guidelines, and state laws
- Provide coaching feedback to collection staff while focusing on compliance of company, FDCPA guidelines, state laws, team consistency, performance metrics, identify and implement process improvements as needed
- Active participation in call calibration sessions with collectors and call center management staff
- Provide call monitoring and trend reports to management.
Director of Collections
TransCredit, Inc.
03.2001 - 03.2011
- Responsible for all aspects of B2B Sales for Commercial Collections & Credit Reporting Services for the transportation companies throughout the United States, Canada & Mexico
- Responsible for overseeing all aspects of collecting past-due freight bills within transportation industry
- Trained new sales personnel for collection division
- Project management in development of web based .net collection databases with direct communication with overseas personnel and organizing and participating in all trade shows and conferences.
Education
High School Diploma -
Mount Miguel High School
Spring Valley, CAGrossmont Junior College
La Mesa, CASkills
- Performance Strategies
- Persuasive Negotiations
- Superior Attention to Detail
- Proficient in Microsoft Office
- Staff Training
- Project Management
- Call Escalation
- Performance Improvement
- Proficient in Access, NET, SQL, CLS, ERP, ISS, eOscar, CBR, Correspondence, Payment Vision, Bill Trust, Docket Training, Quickbooks, LMR
Timeline
Director of Operations
Core Global Training
01.2023 - Current
Team Supervisor
Enhanced Resource Center
07.2021 - 11.2023
Operations Supervisor
Positive Psyche
02.2019 - 07.2021
Accounts Receivable/B2B Senior Collections Special
Areotek
05.2018 - 11.2018
Legal Secretary/Legal Assistant
Najafi Law, P.A
10.2017 - 01.2018
Collection Supervisor
Debski & Associates, P.A
10.2013 - 10.2017
Collection Manager
Zwicker & Associates, P.C
03.2011 - 07.2013
Director of Collections
TransCredit, Inc.
03.2001 - 03.2011
High School Diploma -
Mount Miguel High School
Grossmont Junior College
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