Summary
Overview
Work History
Education
Skills
Timeline
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Tera Ford

Council Bluffs,IA

Summary

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.

Overview

10
10
years of professional experience

Work History

Collections Analyst

Lone Mountain Truck Leasing
Carter Lake, IA
04.2024 - Current
  • Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
  • Received payment and posted to appropriate customer accounts.
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
  • Processed payments over phone and set up recurring drafts.

Online Banking Representative

First National Bank Omaha
Omaha, NE
07.2022 - 04.2024
  • Recognized suspicious activities or fraud attempts in order to protect customers' assets.
  • Acted as pivotal point of contact between bank branches regarding guidelines and practices.
  • Generated statements for customers upon request containing account balances, transaction details.
  • Attended monthly training sessions to stay abreast of new regulations and technology changes within the industry.
  • Compiled reports based on account activity including deposit trends and payment histories.
  • Processed deposits, withdrawals, transfers, payments, and other transactions accurately and efficiently.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.

Business Customer Service Representative

First National Bank Omaha
Omaha, NE
02.2021 - 07.2022
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Handled escalated calls from customers who were dissatisfied with service received.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Participated in team meetings to brainstorm ideas for improving service standards.

Credit Card Customer Service Representative

First National Bank Omaha
Omaha, NE
06.2019 - 08.2021
  • Provided customer service to cardholders by responding to inquiries, resolving complaints and providing guidance on product features.
  • Monitored daily performance metrics such as average handle time, first contact resolution rate, ensuring team goals were met.
  • Verified accuracy of customer information in order to ensure proper account management.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
  • Ensured compliance with all federal laws pertaining to consumer financial protection including Fair Credit Reporting Act regulations.

Kitchen Manager

buckys
Council Bluffs, IA
07.2015 - 06.2019
  • Maintained accurate records of food costs, labor costs, waste management and other related expenses.
  • Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
  • Trained new employees to perform duties.
  • Developed and implemented kitchen policies, procedures and quality standards.
  • Received, organized and rotated paper goods and food ingredients.
  • Explained goals and expectations required of trainees.
  • Implemented surface and equipment schedules and standards to maintain clean, neat and sanitized kitchen.
  • Supervised food production processes ensuring high quality standards were met throughout each stage of preparation.
  • Managed employee relations by providing guidance on job duties as well as disciplinary actions when needed.
  • Ordered ingredients and supplies to maintain adequate inventory levels for the kitchen.

Education

High School Diploma -

Thomas Jefferson High School
Council Bluffs, IA
06-2010

Skills

  • Fraud detection
  • Customer account management
  • Transaction processing
  • Regulatory compliance
  • Data analysis
  • Technical support

Timeline

Collections Analyst

Lone Mountain Truck Leasing
04.2024 - Current

Online Banking Representative

First National Bank Omaha
07.2022 - 04.2024

Business Customer Service Representative

First National Bank Omaha
02.2021 - 07.2022

Credit Card Customer Service Representative

First National Bank Omaha
06.2019 - 08.2021

Kitchen Manager

buckys
07.2015 - 06.2019

High School Diploma -

Thomas Jefferson High School

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Tera Ford