Samantha Ford

Handle customer escalations

Coach and train existing and new bankers

Run and support business and retail we are programs.

Greet all new hire classes into the tcc with what specialists do

Have potential specialists shadow my work

Assist supervisors in customer account reviews and call backs when needed

Review and update knowledge now articles

Meet and exceed metrics on a month to month basis

Coach and train new specialists

• Took orders, made drinks, and cleaned tables after the guests' departures
• Performed side work duties, such as cleaning and [Type] work
• Assisted guests with making menu choices.

• Utilized persuasive communication skills for successful settlement negotiations, minimizing the need for costly legal proceedings.
• Strengthened company reputation by adhering to ethical collection practices and providing exemplary customer service.
• Demonstrated a strong commitment to professional development by staying current on industry trends and relevant regulatory changes, ensuring compliance and continued success in collections efforts.
• Reduced account delinquency rates by educating customers on financial planning and offering tailored solutions for debt repayment.
• Contributed to a supportive work environment by sharing best practices and assisting team members in achieving departmental goals.
• Collaborated with team members to identify trends in non-payment behaviors, developing targeted collection strategies.
• Established positive rapport with customers during difficult conversations, leading to more cooperative attitudes towards settling unpaid balances.
• Exceeded performance goals through proactive outreach efforts and exceptional negotiation skills in securing repayment agreements.
• Enhanced debt recovery rates through the use of advanced collection software, streamlining procedures and improving overall efficiency.
• Mitigated risk exposure by promptly identifying potential fraudulent activity within assigned accounts, initiating appropriate action to protect company assets.
• Demonstrated adaptability by working effectively under pressure while managing a large portfolio of delinquent accounts.

• Used sources like telephone directories and the lists purchased from other organizations to identify potential customers
• Persuaded customers to support the specific non-profit organization or cause with a charitable donation.

• Developed and maintained effective working relationships with team members, management, and customers
• Supervised hourly and temporary personnel, provided work direction and reviewed work processes.