Natalie Abel
Operations Process Analyst
Omaha
Summary
Dynamic Operations Process Analyst at Ford Motor Credit Company with a proven track record in operational efficiency. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
12
12
years of professional experience
3
3
Certifications
Work History
Operations Process Analyst
Ford Motor Credit Company
07.2021 - 04.2025
- Collaborated with IT teams to develop custom tools that automated repetitive tasks, reducing manual labor requirements.
- Developed comprehensive training materials for new hires, ensuring consistent onboarding experience and quicker ramp-up times.
- Delivered detailed reports on operations performance metrics, enabling informed decision-making among senior leadership.
- Managed projects aimed at improving process performance, consistently meeting or exceeding set deadlines and targets.
- Implemented continuous improvement initiatives, resulting in increased efficiency and cost savings across multiple departments.
Compliance Specialist
Ford Motor Credit Company
06.2018 - 07.2021
- Reduced instances of non-compliance through meticulous monitoring of internal controls and periodic audits.
- Developed strategies for addressing identified gaps in regulatory knowledge within the organization, enhancing overall compliance awareness.
- Served as subject matter expert by advising staff and customers and working directly with external agencies throughout audits or to remedy compliance issues.
- Performed quality control reviews of all loan packages to check adherence with federal and state regulatory requirements.
- Enhanced company compliance by developing and implementing comprehensive policies and procedures.
- Conducted thorough risk assessments to identify potential areas of non-compliance and recommended corrective actions.
- Assisted investigation and risk management teams with fraud investigations and risk identification by developing risk assessment models to identify potential compliance risks.
Customer Service Supervisor
Ford Motor Credit Company
08.2016 - 06.2018
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Coached employees through day-to-day work and complex problems by promoting a positive work environment through open communication channels, fostering team collaboration, and high morale.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with customers.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives ensuring adherance to company standards.
- Initiated mentorship program, pairing new employees with experienced mentors for accelerated learning.
Training and Development Supervisor
Ford Motor Credit Company
05.2015 - 08.2016
- Contributed to talent acquisition efforts by participating in interviews and providing input on candidate qualifications. Streamlined onboarding processes for new hires, reducing time to full productivity.
- Increased employee retention rates through engaging and informative workshops focused on professional development.
- Evaluated emerging trends in workplace learning methodologies to ensure the company remained competitive.
- Assisted HR in succession planning activities by identifying high-potential candidates for leadership roles through their participation in development programs.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
Quality Assurance Analyst
Ford Motor Credit Company
12.2014 - 05.2015
- Mentored and coached team members on QA topics and strategies. Streamlined QA processes for increased efficiency, and reduced time spent on redundant tasks.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Enhanced team collaboration, sharing best practices and insights that led to refinement of testing protocols.
- Conducted quality assurance reviews of recorded calls, identifying areas for improvement in service delivery and overall performance metrics.
- Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
Senior Account Analyst
Ford Motor Credit Company
10.2013 - 12.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure, while resolving disputes or conflicts. Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained up-to-date knowledge of product and service changes. Met customer call guidelines for service levels, handle time and productivity.
Education
Associate Degree in Business Management - Business Management
Metropolitan Community College
Omaha, NE 05.2001 -
High School Diploma -
Omaha Northwest High School
Omaha, United States 05.2001 -
Skills
Operations management
Operational efficiency
Demand forecasting
Teamwork and collaboration
Customer service
Organizational management
Problem-solving
Time management
Relationship building
Project management
Task prioritization
Business development
Goal setting
Accomplishments
- Four-time Director's Award winner between 2021-2025
- Collaborated with team of 10 in the development of Inbound Customer Service representatives with Ford of Mexico
- Collaborated and provided Disaster Relief Assistance to Ford and Lincoln customers through effectively helping with and owning the Disaster Relief Extension Process
- Achieved four Director Awards by successfully providing customers impacted by natural disasters assistance in deferring payments during a significant time of need with accuracy and efficiency.
Certification
Ford Mindfulness Ambassador
Timeline
Ford Mindfulness Ambassador
05-2024
Mental Health First Aid - National Council for Behavioral Health
09-2021
Operations Process Analyst
Ford Motor Credit Company
07.2021 - 04.2025
Compliance Specialist
Ford Motor Credit Company
06.2018 - 07.2021
Customer Service Supervisor
Ford Motor Credit Company
08.2016 - 06.2018
Certified Lean Six Sigma Green Belt
06-2016
Training and Development Supervisor
Ford Motor Credit Company
05.2015 - 08.2016
Quality Assurance Analyst
Ford Motor Credit Company
12.2014 - 05.2015
Senior Account Analyst
Ford Motor Credit Company
10.2013 - 12.2014
Associate Degree in Business Management - Business Management
Metropolitan Community College
05.2001 -
High School Diploma -
Omaha Northwest High School
05.2001 -
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