Terri Johnson Email & Phone Number

Earth City, Missouri, United States

Greater St. Louis Area

• Subject matter expert for system issues surrounding vehicle loan application and underwriting engine. Created procedures for team to use when troubleshooting common issues resulting in the following: o 1902 applications were fixed.o Improved agent relationships as new applications were not required and strengthened confidence in the software and the enterprise.o Improved customer experience by not needing a second consent to obtain the credit file and a second credit inquiry.o Decreased costs associated with a credit inquire removal requests to the credit reporting agencieso Decreased reputational risk associated with poor customer experience.• Was selected by management assist with the calls and processing of requests surrounding the COVID-19 relief program.o Learned 2 new systems in 2 hour remote training session.o Processed relief forms for accounts to be updated and automatic payments to be halted.o Handled inbound calls from customers and submitted forms for relief.• Actively seeks opportunities for assisting current department and other departments to improve or maintain service levels.• Recognized repeating trends and sent detailed explanations of issues to systems department so proper research and solution can be implemented to prevent the scenario from occurring in the future.• Mastered 2 vehicle underwriting engines, 3 credit card systems, 2 customer verification systems and customer database system.• Participates in the coaching of representatives to ensure accurate information is being provided to the caller. • Managed 40-60 inbound and escalated calls a day while performing other duties such as troubleshooting and fixing applications, processing payoffs and indexing documents received post-closing. • Maintained 93% adherence to schedule and 94% quality call review. • Selected and served as Treasurer of the 100 Neediest Families Committee. Provided monthly accounting reports to committee and management.

United States

Subject matter expert on credit card terminals. Job duties included: writing new files for replacement terminals, downloading programming, trouble shooting, and escalated issues. Worked on multiple platforms including American Express Canada division, as well as Central and East software and specialty accounts. Project manager for reprograming national companies, such as Arby’s. Supervised 16-24 direct/indirect reports and provided training for new employees.

Greater St. Louis Area

Supervised 25-49 direct and indirect reports, preformed related administrative/supervisory duties such as schedules and training. Supervised and trained the cashiers and Cash Office staff on proper procedures to maintain accurate financial records. Assisted with the opening of 2 new stores, duties included but were not limited to setting up of physical location and service desk, and training of cashiers.