Christina Telles
Downey,California
Summary
Multifaceted Retail and Financial Services professional of 18+ years most recently recognized as a leader, coach and mentor in Financial Services Supervisor role in a Contact Center environment. Cultivates strong relationships with large, diverse teams. Recruits, builds and maintains high performance team of professionals. Areas of expertise include strong leadership abilities, customer satisfaction and critical thinking.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Financial Services Supervisor
Nordstrom Card Services
06.2019 - 12.2023
- Manage large team in a fast-paced call center environment, supporting and developing Financial Service Specialists to provide unmatched level of customer service
- Measure individual performance in quality of call evaluations, average handle time on calls and ensuring first call resolution/knowledge of process and procedures
- De-escalate customer calls taken by representatives on direct team
- Prepare and deliver regular and ongoing feedback to ensure standards are met and proven consistency or improvement is demonstrated
- Partner with Human Resources through full employee life cycle
Financial Services Lead
Nordstrom Card Services
11.2018 - 06.2019
- Support representatives across corporate credit sites (California and Colorado) with complex customer situations
- De-escalate complex customer and store situations by having strong problem-solving skills
- Ensure to be up-to-date with federal acts and banking regulations to result in zero compliance errors
Quality Assurance Specialist
Nordstrom Card Services
01.2016 - 11.2018
- Conduct over 200 monthly performance quality reviews for inbound Customer Service Specialists using the call monitoring software (Avaya)
- Gathered data and analyzed performance results to identify issues and predict trends
- Participate and lead in calibration process meetings via live video conferencing and establish highest value of quality metrics
Financial Services Specialist
Nordstrom Card Services
01.2014 - 01.2016
- Answer complex inbound account inquiries by applying advanced knowledge of Visa, Retail, Corporate Card, Debit and Gift Card products while maintaining high-level of discretion and confidentiality
- Process credit granting (new accounts), credit line increases, change of address, card orders and statement reprints
- Comply with federal acts and banking regulation
Assistant Inventory Manager
Nordstrom
12.2012 - 12.2013
- Managed large team of stock representatives at highest volume Nordstrom Rack location across the country
- Responsible for incoming merchandise inventory and quality as well as safeguarding products with correct ticketing and fastening theft deterrents to avoid inventory loss
- Maintain a clean and organized stockroom for quick, frequent refill of products to the floor throughout the day
Education
Long Beach City College
Long Beach, CaliforniaHigh School Diploma -
Downey High School
Downey, California06.2005
Skills
Leadership
Management
Developing People
Results-driven
Manages Complexity
Critical Thinker
Effective Communicator
Customer Experience
Quality Assurance
Microsoft Office
Certification
CPR Certified
Timeline
Financial Services Supervisor
Nordstrom Card Services
06.2019 - 12.2023
Financial Services Lead
Nordstrom Card Services
11.2018 - 06.2019
Quality Assurance Specialist
Nordstrom Card Services
01.2016 - 11.2018
Financial Services Specialist
Nordstrom Card Services
01.2014 - 01.2016
Assistant Inventory Manager
Nordstrom
12.2012 - 12.2013
Long Beach City College
High School Diploma -
Downey High School
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