AMINA FORD
Westerville,OH
Summary
With 20 years of experience in customer service, I have a proven history of resolving issues, enhancing customer satisfaction, and facilitating overall operational improvements. My ability to build positive relationships with clients enables me to manage accounts effectively and minimize outstanding balances. I have strong communication skills that aid in resolving customer issues and excel in making high-volume outbound calls. As a diligent Data Entry Clerk, I support office operations by accurately entering and updating information in company databases. I also edit files, scan documents, and refresh customer accounts, while providing additional support to company teams and delivering excellent customer.
Overview
11
11
years of professional experience
Work History
CLRU
Progressive
07.2025 - Current
- First Notice of Loss (FNOL): Receive and process inbound calls from customers reporting new accidents.
- Asked detailed questions to document the loss.
- Answer questions within scope about coverage and deductible.
- Guide distressed customers through a stressful situation with a calm and helpful tone.
- Handle high call volumes sometimes ranging from 40-60 inbound calls daily
Lead Collection/ Chat Support Specialist
Discover Financial
09.2023 - 02.2025
- Made outbound calls and handled
- Inbound calls for card members.
- Kept precise and current records of collection activities and client communications.
- Addressed customer inquiries concerning issues with their accounts.
- Informed customers about the significance of maintaining a good credit history through timely debt repayment.
- Engaged with customers in a compassionate yet assertive manner to negotiate payments.
- Collaborated with other departments or agencies as necessary to resolve billing discrepancies or misapplied.
- Engaged with customer via chat
- Troubleshoot and resolve customer problems
- Document all customer interactions
- Meet and exceed performance targets
- Stay up to date with product knowledge
- Maintain a positive and professional attitude
Payment Specialist
Upstart
12.2021 - 02.2023
- Identify, researched, and resolved billing discrepancies to ensure system accuracy
- Resolving issues
- Enhancing customer satisfaction
- Facilitating overall operational improvements
- Possess expertise in tracking payments
- Addressed billing inquiries
- Prepared account statements
- Made outbound calls to customers
Back Office Operations Specialist
JP Morgan Chase Bank
01.2016 - 09.2021
- Performed data entry and assisted customers with loan maintenance, including address updates, name changes, and correcting account errors.
- Entered data by inputting both alphabetic and numeric information following established procedures.
- Verified customer provided information for data integrity and accuracy in record keeping.
- Managed daily office operations and equipment maintenance in a secure room.
- Enhanced office efficiency by automating client correspondence and data communication.
- Created shipping invoices, prepared packages, and coordinated customer courier.
- Trained new employees
- Handled and kept recordkeeping for physical checks.
- Established quality control measures to ensure excellence in products and services.
Education
Associates of Science - Business Administration, Business Health care Administration
DeVry University
05.2025
Skills
- Analytical and problem-solving
- Strong verbal and writing skills
- Quality control and critical thinking
- Medical billing and coding specialist
- Debt recovery expertise
- Proficient in Microsoft Excel
- Teamwork and collaboration
- Conflict resolution and information privacy
- Goal setting and achievement
- Professionalism and integrity
Timeline
CLRU
Progressive
07.2025 - Current
Lead Collection/ Chat Support Specialist
Discover Financial
09.2023 - 02.2025
Payment Specialist
Upstart
12.2021 - 02.2023
Back Office Operations Specialist
JP Morgan Chase Bank
01.2016 - 09.2021
Associates of Science - Business Administration, Business Health care Administration
DeVry University