Danielle Cardenas
Dysart
Summary
Customer Support & Operations Specialist with 30+ years of experience in technical troubleshooting, AI platform testing, fraud investigation, and customer service excellence. Skilled in collaborating with cross-functional teams, optimizing workflows, and delivering high-quality support in fast-paced environments. Recognized for identifying system gaps, resolving complex issues, and enhancing customer satisfaction. Ready to contribute to the Contact Center Support Team as a Technician 1 by leveraging analytical skills, technical expertise, and a proven record of operational success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Operations Support Specialist
Nordstrom Direct
01.2023 - Current
- Tested AI-powered customer service platforms, identifying system errors and providing actionable feedback that improved platform accuracy and customer experience.
- Partnered with engineering teams to document workflows and ensure deployment readiness.
- Supported enterprise-wide initiatives through structured reporting and quality assurance.
- Implemented process improvements that reduced workflow bottlenecks and increased productivity.
- Analyzed performance metrics to identify areas for operational enhancement and strategic planning.
- Fostered a culture of continuous improvement through regular feedback and performance evaluations.
- Resolved escalated customer issues across multiple channels (chat, phone, email) with a focus on maintaining high customer satisfaction scores, achieving a 95%+ resolution rate.
- Provided support for customer inquiries, ensuring quick resolution and high satisfaction.
Customer Financial Services Specialist
Nordstrom Direct
01.2016 - 01.2018
- Investigated fraud-related orders and processed chargebacks, preventing financial loss and maintaining account accuracy.
- Developed fraud detection reports that helped strengthen security protocols.
- Maintained up-to-date knowledge of company policies to ensure compliance in all financial transactions.
- Enhanced customer satisfaction by addressing and resolving financial inquiries in a timely manner.
- Identified potential fraudulent activity, implementing security measures to protect customer accounts.
- Developed rapport with customers, fostering loyalty and repeat business.
- Demonstrated flexibility and adaptability, seamlessly transitioning between different roles within the customer financial services team as needed.
Print Shop Assistant
Proteus Printing
01.2010 - 01.2012
- Produced and packaged high-volume retail gift cards with accuracy and efficiency.
- Assisted in maintaining inventory levels, ensuring availability of supplies for production schedules.
- Operated printing machinery to produce high-quality materials efficiently.
- Adapted quickly to new technologies and processes to improve workflow efficiency in daily operations.
- Collaborated with team members to complete large-scale projects on time and within budget constraints.
- Ensured customer satisfaction by addressing inquiries, providing quotes, and resolving issues promptly.
Part-Time Teller
Regions Bank
01.2006 - 01.2010
- Handled high-value cash transactions while balancing ledgers with 100% accuracy.
- Delivered excellent customer service while cross-selling financial products.
- Processed customer transactions efficiently, ensuring accuracy in cash handling and record-keeping.
- Assisted customers in account inquiries, providing prompt and informative responses to enhance satisfaction.
- Maintained up-to-date knowledge of bank products and services, promoting offerings to meet customer needs.
- Generated monthly reports on customer activity and customer feedback.
- Collaborated with team members to streamline branch operations, improving workflow and service delivery.
- Adhered to compliance regulations, minimizing risk through diligent monitoring of transactions and documentation.
Education
GED -
Sherman E Burroughs High School
01.1992
No Degree - Professional Locksmith
Penn Foster
01.2009
Skills
- Technical troubleshooting
- Quality testing of AI systems
- Fraud detection and research
- Process improvement and reporting
- Customer service expertise
- Data entry precision
- Proficient in Microsoft Office, Salesforce, and Zendesk
- Cross-departmental coordination
- Publisher
- Escalation & Conflict Resolution
- Quicken
- Proficient in CRM platforms
- Skilled in using digital design applications
- Team leadership
- Decision-making
- Complex Problem-solving
Certification
Professional Locksmith Certification, Penn Foster - 2009
Community Service
Provided safe and reliable transportation for assisted living residents to appointments and events., Supported community engagement through farmers market coordination and RAGBRAI event support.
Timeline
Operations Support Specialist
Nordstrom Direct
01.2023 - Current
Customer Financial Services Specialist
Nordstrom Direct
01.2016 - 01.2018
Print Shop Assistant
Proteus Printing
01.2010 - 01.2012
Part-Time Teller
Regions Bank
01.2006 - 01.2010
No Degree - Professional Locksmith
Penn Foster
GED -
Sherman E Burroughs High School
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