Customer Service Management

Randi A. Morton

*** **. *******’s Court. Jackson, NE 68743

Contact: 712-***-****

E-mail: ***********@*****.***

SUMMARY OF QUALIFICATIONS:

Dependable and detail oriented with a good work ethic; maintain superior time management skills.

Can meet and exceed goals and expectations in ever-changing work environments; outstanding writing skills, ability to learn new methods and procedures quickly.

Proficient in Microsoft Excel, Word, PowerPoint and Publisher.

Will provide outstanding customer service; maintain good public relations; able to create positive solutions.

Plan, develop and implement appropriate, workable procedures – make appropriate decisions on time.

Efficient and dedicated team leader who completes projects and tasks from start to successful finish.

EMPLOYMENT EXPERIENCE:

1999 to present, 1st Financial Bank USA

Skip Trace/Collections Support (1999 to 2004)

• Locate customers with whom we have lost contact through various systems and databases.

Central Services – Program Analyst (2004 to 2007)

• Maintained databases and spreadsheets used to track the success rate of repayment programs for credit card debt. Programs include: Bankruptcy, Consumer Credit Counseling, Soldiers and Sailors Civil Relief Act and Reage relief program. Reviewed customer accounts to determine accurate billing during program duration.

Underwriting (2007 to 2008)

• Reviewing customer applications to determine approval or decline using Credit Bureau Reports and financial evaluation.

Business Analyst (2008 to present)

• Responsible for the identification, development, testing and implementation of system enhancements involving the credit card portfolio including detailed documentation.

• Perform analysis and maintenance of cardholder communications to ensure reliability and accuracy.

• Operates as the System Administrator for the FDR (First Data Resources) processing system and the First Data Web site; including controlling all access to all online activity within the FDR system, adding, changing, deleting and verifying profiles, shell id's and terminal options and enabling and resetting passwords.

• In charge of providing customer requested Terms and Agreements. Working with our Legal team to ensure accuracy of language and documentation.

• Provide daily support to critical reporting for the Bank; including daily monitoring Default Pricing, Plastic holds, and confirming proper completion of daily changes to our Product Control Fields (PCF) and Decision Management System (DMM) through our FDR system.

• Managing the Cardholder Letters System in FDR including building, updating, and deleting letters.

• Leading critical meetings with Marketing and our FDR client representative and providing documentation (Minutes) of these meetings to management throughout the Bank.

Prior employment experience available upon request.

EDUCATION:

. Western Iowa Technical College (2001 – 2003) Studied Business Management

. South Sioux City High School, South Sioux City, Nebraska Graduated with a Diploma -1998

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ACCOMPLISHMENTS:

.Cub Scout Leader - Ponca, Nebraska Chapter

.BG Bible Study - Ponca, Nebraska

.Member of ABWA American Business Women’s Association - Sioux City, IA

REFERENCES:

. Melissa Rose, Administrative Clerk – CF Industries 712-***-****

. Beki Malfero, Underwriting Manager – 1st Financial Bank USA 712-***-****

. Denise Waddell, Litigation Specialist – Nationwide Insurance 605-***-****

Contact this candidate