Catherine Belk
Newnan
Summary
An experienced, detail oriented team member with over 29 years of experience in Operational Management with a high focus on Human Resources. Skillfully directs resources, technology and expenses to achieve desired outcome. Ability to handle competing priorities in challenging situations and meet critical deadlines. Ability to communicate effectively at all levels. Talented team builder with superior customer service and organizations skills.
Overview
32
32
years of professional experience
Work History
NAMER Delivery Manager
NCR Atleos
04.2017 - Current
- Implemented proactive communication with vendors resulting in positive training outcomes.
- Enhanced team performance by providing regular feedback, coaching, and cross training opportunities.
- Manage highly visible training program for field managers.
- Manage relationships with key stakeholders to ensure organizational goals are met.
- Established and manage six training facilities across the United States and Canada.
- Ensure the training schedule fulfills the needs of the field.
- Identification and providing training to low performing Customer Engineers on a quarterly basis.
- Implemented and manage mobile training.
- Participated in multiple ISO audits which resulted in no identified risks.
- Manage delivery staff and general productivity.
- Track monthly utilization and performance of instructors and adjust resources as needed.
- Researched appropriate location for and opened five training centers.
- Partner with facility safety team to identify and address and risks within the facilities.
- Ensured no lapse in training for Customer Engineers over a two year span during a pandemic.
- Budget management.
- Ensure the published training calendar meets the needs of the field.
- Support Learning Business Partners to ensure their initiatives are met.
- Ensure the training team has the tools necessary to provide world class training.
Sr. Administrative Specialist
Raytheon Professional Services
01.2012 - 03.2017
- Coordinate training for a base of 3000+ customer engineers
- Seek opportunities to grow staff by providing cross training opportunities
- Liaison between local vendors, catering and transportation for students
- Specialized reporting as needed
- Metrics management and monthly reporting for customer (NCR)
- Management of delivery demands, trends and needs
- Program manager for Leading for Success
- Management of the day to day operations of the Learning Center
- Completion of all learning requests within four hours
- Responsible for maintaining an accurate footprint of the training center for Real Estate
- Partner with the Learning Business Partners on the execution of new materials/classes
- Streamlined office operations by implementing efficient administrative processes and procedures.
- Assisted executives in decision-making with the preparation of detailed reports and data analysis.
- Supported budget management efforts by tracking expenditures for executive review
- Developed strong working relationships with vendors.
- Expertly organized logistics for functions both within the organization.
- Created a training schedule to support the needs of the customers.
Training Coordinator
NCR Corporation
12.2009 - 01.2012
- Coordinate training for 3200 engineers in the America’s region, creating and managing training schedules.
- Identified cross training opportunities for instructors.
- Facilitation of weekly new hire orientation classes
- Coordinated a world-wide leadership development program.
- Maintained accurate records of employee participation in training events.
- Coordinated logistics for training including scheduling of students, securing training space, meals and hotel rooms for trainees. registration.
- Created and maintained detailed training records and reports for management review.
Vice President, IRS Tax Processing (Atlanta)
Bank of America
01.2009 - 08.2009
- Manager of the IRS tax processing site supporting individual tax payments for the southeast region.
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Managed 600+ associates on a flexible basis based on tax peak seasons.
- Managed compliance, media control, business continuity, talent planning to meet strict IRS deadlines
- Developed training materials to support all lines of business.
- Exceeded rating on all internal and external client audits as well as on client scorecards.
- Managed financial planning and budgeting processes, ensuring fiscal responsibility.
- Established performance goals for department and outlined processes for achievement.
- Monitored key business risks and established risk management procedures.
Vice President, Account Reconcilement
Bank of America
01.2004 - 01.2008
- Served as Sr
- Manager of Account Reconcilement operations supporting middle market and large corporate clients on the CheckFree SMS and IAR platforms
- Managed and reconciled 20,000 accounts supported by a staff of 50, customer service, metric reporting, staff management, financial management, deadline management, regional associate engagement champion and talent planning
- Accomplishments: Consolidation of the Jacksonville reconcilement site (42 FTE) into Atlanta with a savings of 19 FTE
- Successful migration of 6000 accounts offshore, and various process improvements
- Improved associate satisfaction score by 42%
- 92% reduction in privacy breaches and 35% reduction in overtime
- 2006 2% financial favorable to plan/2007 16% favorable to plan
- Improved turnover by 13%
- Installation of SMS Online Balancing
- Recognized as organization top performer in 2006.
Operations Manager/Assistant Vice President, Account Reconcilement
Bank of America
01.1995 - 01.2004
- Served as Manager of Account Reconcilement operations supporting Middle Market clients on the CheckFree SMS platform
- Managed 9000 accounts as supported by a staff of 40, staff management and development, budget and volume projections, compliance reporting, business continuity, and customer service
- Accomplishments: Consolidation of NationsBank Account Reconcilement site (15 FTE) in Tampa into Jacksonville with a savings of 15 FTE
- Migration to the Bank of America DDA platform
- Migration from IAR to SMS account reconcilement platforms
- Consolidation of the Mid-Atlantic and North Carolina AR sites (40 FTE) into Jacksonville with a savings of 20 FTE
- Successfully enacted business continuity plan on multiple occasions
- No audit exceptions.
ATM Group Leader
Bank of America
01.1993 - 01.1995
- Verified 2500 ATM balances daily, reconcilement of ATM accounts, staff performance reviews, coaching and hiring, auditing of ATM accounts, and customer service.
ATM Claims Specialist/ATM Balancer
Bank of America
01.1992 - 01.1993
- Reconciliation of ATMs within the state of Florida
- Resolved customer claims ATM cards
- Resolved customer’s ATM disputes and fraud claims as governed by Regulation E.
Education
Completion of Communication and Strategic Communications Class -
University of Georgia
Atlanta, GA01.2023
Bachelor of Business Administration - Human Resources
American InterContinental University
Hoffman Estates, IL01.2012
Qualified as a Six Sigma Specialist -
Raytheon Professional Services
01.2012
Skills
- Operational Management
- Certified E4 Master Trainer and Behavioral Based Interviewing
- Myers-Briggs Facilitation
- Financial Acumen
- Problem Resolution
- People/Human Resource Management
Development of Staff/Employee
Satisfaction
Timeline
NAMER Delivery Manager
NCR Atleos
04.2017 - Current
Sr. Administrative Specialist
Raytheon Professional Services
01.2012 - 03.2017
Training Coordinator
NCR Corporation
12.2009 - 01.2012
Vice President, IRS Tax Processing (Atlanta)
Bank of America
01.2009 - 08.2009
Vice President, Account Reconcilement
Bank of America
01.2004 - 01.2008
Operations Manager/Assistant Vice President, Account Reconcilement
Bank of America
01.1995 - 01.2004
ATM Group Leader
Bank of America
01.1993 - 01.1995
ATM Claims Specialist/ATM Balancer
Bank of America
01.1992 - 01.1993
Completion of Communication and Strategic Communications Class -
University of Georgia
Bachelor of Business Administration - Human Resources
American InterContinental University
Qualified as a Six Sigma Specialist -
Raytheon Professional Services
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