Terra Williams

Account Manager with extensive experience at NCR Atleos, specializing in data analysis and project management. Proven ability to engage stakeholders and solve complex problems, leading to strategic improvements in performance and quality. Strong communication skills facilitate collaboration and ensure timely project delivery.

• NCR Atleos /Cardtronics, Account Manager/Customer Success Manager, Frisco, TX, 08/21, current, Assist with the troubleshooting process for internal and external clients to resolve hardware and/or software inquiries regarding equipment defects or malfunctions., Schedule and facilitate meetings with stakeholders, project team, and others to communicate progress, issues, and timelines for the resolution of issues., Synthesizing data and feedback from audit activities into a comprehensive view on performance and quality., Review data analysis reporting to identify business process improvements by performing root cause analysis while also proposing strategic enhancements to the Program Management Teams., Perform as the liaison between Network Operations Teams, Audit Teams, and other stakeholders while serving as the central point of contact., Manage all aspects of ATM installations, de-installations, branding, and reprogramming plans for assigned projects., Reporting of project progress to stakeholders and management to ensure KPIs of deliverables are met., Provide excellent analytical, organizational, critical thinking, problem solving, and presentation skills. As well excellent verbal and written communication skills., Billing duties include (but not limited to) - Review of customer billing and SLA's against contract, gathering supporting documentation for Accounting to submit invoices timely and ensure fees are accurately set up within the customer profile., Responsible for monthly tracking and invoicing of eight portfolios ranging from $10-20 Million.
• Arkansas Federal Credit Union, 09/12, 08/21, Collection Officer/Trainer (Consumer/Real State), 05/18, 08/21, Setup/Manage customer arranged payments to bring delinquent loans current., Assist in deceased member loan account processing., Assess and provide override for all staff and branch personnel., Assess and determine if specialized payment plans are necessary to facilitate for member during hardship periods., Review and advise when collaterals or loans should be submitted for repossession or charge off., Train incoming team members as well as cross-train other internal departments., Senior Contact Center Advisor, 06/16, 05/18, Assist members primarily by phone with all requests pertaining to member’s financial portfolio. (Loan Processing, IRA Services, Credit Consultations, New Account Processing), Delivered Team projects in an agile-centered environment by facilitating agile ceremonies, creating user-stories and acceptance criteria to ensure all deadlines are met in alignment with the Program Roadmap expectations., Rectified Customer and Team escalations by promoting constructive and appropriate interaction amongst team members and customers for a seamless resolution., Ensure completion of closing duties prior to EOD., Managed Member Support business process flows and coordination between different Teams & Stakeholders for incident discovery, troubleshooting, testing data setup, and test executions., Perform any other duties as required or assigned., Senior Service Consultant, 09/12, 06/16, Scheduled consultations with potential customers, internal administrators, and operational teams to educate & promote products and services offered by Arkansas Federal Credit Union., Conducted troubleshooting efforts for equipment with customers to strategically resolve program updates as well as product defects/malfunctions., Coordinated with Business Teams, Development Teams, Program Management Team and Stakeholders for various phases of Project delivery to ensure efficiency., Monitored daily performance metric reporting to identify defect trends and deadlines for improvement opportunities across the enterprise., Facilitated coaching and demonstrations of the overall product to internal teams and Business Program Teams., Ensure completion of closing duties prior to EOD., Assist members in person with all requests pertaining to member’s financial portfolio. (Loan Processing, IRA Services, Credit Consultations, New Account Processing), Conducting audits, Cash ordering, Vault balancing, conducting peer to peer training.

Strategic financial services professional with 16 years of experience driving operational execution, leading stakeholder engagement, and managing business initiatives within complex environments. Proven ability to coordinate cross-functional teams, oversee project progression, mitigate risks, and deliver customer-focused solutions while maintaining alignment with organizational objectives. Known for translating business needs into actionable plans, strengthening processes, and leading with accountability, adaptability, and a solutions-oriented mindset.