Jeffrey Sims
Littleton,CO
Summary
Dynamic Business Analyst with extensive experience at Nordstrom Card Services, excelling in credit customer service, user acceptance testing and process improvement. Proven ability to enhance operational consistency and mentor teams, leveraging strong data analysis and risk management skills to drive project success and stakeholder engagement. Recognized for delivering impactful results in high-pressure environments.
Overview
18
18
years of professional experience
Work History
Business Analyst Sr.
Nordstrom Card Services
Centennial, USA
07.2021 - 01.2025
- Led end-to-end user acceptance testing as subject matter expert for collections, regulatory compliance, customer acquisition and incident remediation.
- Managed high-priority business projects, developing and communicating comprehensive test plans, test cases, and timelines.
- Mentored Analyst II and Junior Analyst roles, fostering high testing standards and quality assurance.
- Collaborated with cross-functional teams including developers, business analysts, project managers, and customer support.
- Presented test results, defects, and risk acceptance to stakeholders and Executive Leadership.
- Established working relationships among tech teams, project managers, leadership, and call center representatives.
Credit Execution Analyst II
Nordstrom Card Services
Centennial, USA
12.2018 - 07.2021
- Contributed to requirements assessment and project grooming, sizing testing efforts and advising on timelines.
- Developed a repeatable QA process for credit card testing to improve operational consistency.
- Presented comprehensive test plans to leadership and essential project stakeholders.
- Utilized Jira to monitor testing progress and ensure clear communication.
- Simultaneously supported Agile sprints for tech teams along with implementation schedules across departments.
Senior Compliance Analyst
Nordstrom Card Services
Centennial, USA
06.2014 - 12.2018
- Conducted Second Level of Defense compliance self-assessments, applying knowledge of federal law and business operations.
- Employed standard auditing practices, including criteria development and transactional testing techniques.
- Analyzed data and processes while documenting technical work papers to support audit findings.
- Provided subject matter expertise on business processes and systems to Legal and Compliance partners.
- Communicated compliance assessment results through written reports and presentations to leadership.
- Identified compliance issues, recommending actions to address deficiencies effectively.
- Executed SQL queries and produced monthly reports to enhance Self-Assessment completion.
- Supported Compliance Manager in implementing the Compliance Management Program.
Quality Assurance Specialist
Nordstrom Card Services
Centennial, USA
05.2012 - 05.2014
- Perform first level of defense compliance and quality assurance audits.
- Updated and maintained the Compliance Management Program document to reflect current practices, and regulatory changes.
- Communicate monthly findings to the Legal Review team, and distribute them to impacted areas of the business.
Support Services Specialist
Nordstrom Card Services
Centennial, USA
07.2008 - 04.2012
- Supported credit call center with administrative tasks across customer service, collections, and fraud management.
- Responded to customer correspondence to enhance engagement and service quality.
Customer Service Specialist
Nordstrom Card Services
Centennial, USA
06.2007 - 06.2008
- Managed inbound calls to provide customer service for credit card accounts and perform maintenance.
- Assessed new customer credit applications to determine approval status.
Education
Wildlife Biology -
Colorado State University
Fort Collins, CO05.2006
High School Diploma -
Chaparral High School
Parker, CO05.2003
Skills
- Customer service
- User acceptance testing
- Writing & executing test cases
- Process improvement
- Data analysis
- Risk management
- Regulatory compliance
Honors And Awards
- 07/01/19, Strategic Delivery 2019 Q2 Cycle of Success Nominee
- 02/01/19, Strategic Delivery 2018 Q4 Cycle of Success Winner
- 12/01/10, NCSI Support Services Outstanding Achievement
- 06/01/02, Rank of Eagle Scout from the Boy Scouts of America
References
References available upon request.
Timeline
Business Analyst Sr.
Nordstrom Card Services
07.2021 - 01.2025
Credit Execution Analyst II
Nordstrom Card Services
12.2018 - 07.2021
Senior Compliance Analyst
Nordstrom Card Services
06.2014 - 12.2018
Quality Assurance Specialist
Nordstrom Card Services
05.2012 - 05.2014
Support Services Specialist
Nordstrom Card Services
07.2008 - 04.2012
Customer Service Specialist
Nordstrom Card Services
06.2007 - 06.2008
Wildlife Biology -
Colorado State University
High School Diploma -
Chaparral High School
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