Esther Ferrera
Queen Creek,AZ
Summary
Dynamic Account Manager with a proven track record at Midland Credit Management, excelling in customer service and problem resolution. Achieved collection targets through effective decision-making and relationship-building, while enhancing departmental performance metrics. Known for a friendly demeanor and strong organizational skills, fostering positive client experiences and timely account resolutions.
Overview
2026
2026
years of professional experience
Work History
Midland Credit Management
Account Manager
- Enabled better decision-making processes by providing insightful analysis and recommendations on credit policy adjustments as needed.
- Enhanced departmental performance metrics through diligent follow-up on past-due accounts and timely resolution of disputes.
- Collaborated with the sales team to address potential credit risks proactively and protect revenue streams.
- Ensured company financial security by consistently meeting or exceeding assigned collection targets.
- Evaluated creditworthiness of potential customers by conducting thorough credit checks, resulting in minimized risk exposure for the company.
- Reduced delinquent accounts by creating customized repayment plans tailored to individual client needs.
- Managed a diverse portfolio of accounts effectively, prioritizing high-risk cases for targeted intervention strategies while maintaining overall performance standards.
- Promoted a positive customer experience during the collections process, leading to increased client retention rates.
- Collected on delinquent accounts to reduce overdue balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Maintained consistently high success rate of collecting on overdue accounts.
Mortgage Loan Officer
Wells Fargo
03.2024 - Current
- Cleaned counters, machines, utensils, and seating areas daily.
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
Bank One
Teller
10.1997 - 02.2005
- Maintained a clean and organized workspace for optimal productivity and safety.
- Created a welcoming environment by greeting customers warmly.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
Manager
Bimbo Bakeries
03.2024 - Current
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Maintained regular and consistent attendance and punctuality.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
Barista
Frys Food
03.2024 - Current
- Maintained a clean and organized workspace for optimal productivity and safety.
- Created a welcoming environment by greeting customers warmly.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
Mortgage Loan Processor
Bank of America
07.2010 - 10.2010
Customer Service Representative
Country Wide Bank
05.2008 - 10.2009
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Delivered timely updates on loan status, communicating proactively with all parties involved in each transaction.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Assessed borrowers'' financial situations to determine appropriate mortgage products and loan structure.
- Managed risk effectively by adhering closely to compliance guidelines during all stages of the loan origination process.
- Participated in ongoing professional development programs to continuously expand knowledge of the mortgage industry and enhance skills as a loan officer.
- Reviewed loan files and updated to match current standards.
- Negotiated loan terms and conditions with clients to maximize profitability.
- Maintained a comprehensive knowledge of current industry trends and regulatory changes to provide expert guidance for clients.
Target Corporation
Collections
05.2003 - 04.2004
- Developed comprehensive training materials for new collections staff, ensuring quick onboarding and increased productivity.
- Maximized debt recovery by establishing strong relationships with clients and utilizing persuasive negotiation tactics.
- Mitigated losses due to uncollectible debts by promptly identifying potential write-offs and recommending appropriate actions to management.
- Increased efficiency in the collections process through regular monitoring and analysis of outstanding accounts.
- Demonstrated strong problem-solving skills by effectively resolving complex customer issues related to billing disputes and account discrepancies, leading to improved customer satisfaction levels and reduced resolution times.
- Maintained accurate records of customer communications, payments, and account status for optimal reporting and analysis purposes.
Education
Johnson High School
Sacramento, CA06.1974
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable
- Computer skills
- Organizational skills
- Calm under
- Decision-making
- Problem resolution
- Verbal communication
Languages
Spanish
Elementary
Timeline
Mortgage Loan Officer
Wells Fargo
03.2024 - Current
Manager
Bimbo Bakeries
03.2024 - Current
Barista
Frys Food
03.2024 - Current
Mortgage Loan Processor
Bank of America
07.2010 - 10.2010
Customer Service Representative
Country Wide Bank
05.2008 - 10.2009
Target Corporation
Collections
05.2003 - 04.2004
Bank One
Teller
10.1997 - 02.2005
Midland Credit Management
Account Manager
Johnson High School
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