Experience

NORDSTROM CARD SERVICES, INC.

• United States
• 1 - 100 Employee

• Operations Support Manager

  • Feb 2023 - Present

• Account Service Supervisor

  • Jun 2020 - Feb 2023

  • Provide feedback to representatives on an ongoing basis utilizing individual call evaluations and accuracy statistics.• Review performance reports to ensure that collection efforts are in alignment with strategies.• Monitor through scheduling software to ensure reps are adhering to schedule.• Answer Direct Service Line (DSL) escalated customer calls and respond in a timely manner.• Conduct training for new collection laws and regulations.• Participate in the interviewing and hiring process for new Employees• Work on special projects including:• Assisted in transition to new dialing system LiveVox identifying issue and troubleshooting. Continue to support team by locating new reporting to identify agents’ productivity.• Audit “Auto Reage” report for compliance errors and Conduct trainings for new Leads to work the report accurately.• Created SharePoint site for agents to communicate information agents need along with add request to reduce emails to leads. Also, a SharePoint site for Supervisors to share information such and performance document, huddle topics, accommodations along with due dates for upcoming quarterly connects, Daily Review Guide (DRG).• Monthly incentive report review incentive payouts are accurate based of the incentive document and submit into payrolls by deadline. Show less

• Account Service Lead

  • Feb 2019 - Jun 2020

  • Support team with collection and customer relations questions• Coach, encourage and mentor the team to increase performance • Update employee time-off, tardiness, and attendance• Administering day-to-day operations of the dialer download at a high-volume call center• Answer the Direct Service Line (DSL) and assist supervisor with clearing queues• Review employee account procedures and calls

• Fraud Specialist

  • Mar 2018 - Feb 2019

  • Performed near real-time card monitoring, utilizing multiple systems/applications, to identify fraud accounts and trends• Reviewed accounts to identify fraud applications and account take over. Reached out to true customer by phone, email and letter to confirm fraudulent activity • Handled a high volume of account detail with speed and accuracy• Reviewed accounts for possible synthetic and bust-out accounts and sent them to be reviewed• Supported the team as Manager-in-Charge answering questions, monitoring team chats, and taking supervisor calls• Reviewed and analyzed reports to verify identity theft or other fraudulent activities• Assisted fraud prevention team with a variety of tasks • Peer Coached for New Hire training class. Live listen to call to assist with question during calls. Show less

• Financial Services Specialist

  • Mar 2017 - Mar 2018

  • Entered, reviewed, and made decisions on new account applications from multiple channels: stores, online, and/or customers responding to promotional invitations• Answered complex inbound account inquiries by applying advanced knowledge of Visa, Retail, Corporate Card, Debit, and Gift Card products• Answered inbound account inquiries and applied knowledge of Visa, Retail, Corporate Card, Debit and Gift Card products• Diagnosed and solved customer inquiries regarding online enrollment, password, sign-on issues and other online related questions• Reviewed and processed requests for account maintenance, status updates, payments, errors and letter requests• Educated customers on Nordstrom Rewards and other available reward benefits Show less



Hyatt Regency

• United States
• Hospitality
• 700 & Above Employee

• Pastry Cook

  • May 2016 - Feb 2017



Hyatt Regency Newport

• Line Cook 2

  • Aug 2013 - May 2016