Jessica Michelle Puente
Los Angeles,CA
Summary
With 15 years of experience at Nordstrom, I bring a strong analytical mindset, exceptional organization skills, and keen attention to detail. Working from home has instilled in me a sense of discipline and the ability to consistently drive results. My customer-centric approach and expertise in customer satisfaction and problem-solving make me truly obsessed with delivering the best possible experience. As a collaborative team player, I take ownership of my responsibilities and have a proven track record of providing the highest quality service in every interaction, project, and customer contact. Even during scaled event seasons, I excel at resolving challenges while maintaining the utmost quality of work.
Overview
14
14
years of professional experience
Work History
Social Media Svc Spec
Nordstrom
12.2018 - Current
- Support and assist Nordstrom and Nordstrom Rack customers throughout multiple Social Media Platforms such as X, Facebook, and Instagram via SparkCentral (CIM) while upholding the Nordstrom brand and voice
- Respond to public comments as the voice of the company using a strong attention to detail to make sure what is posted is accurate information
- Providing solutions through written communication within 5 minutes or less
- Resolve escalated customer inquiries quickly and accurately, offering effective solutions by performing activities such as assisting with locating items, refunding money, clarifying refund inquiries, troubleshooting web/app issues, or partnering with internal teams to find a proper resolution
- Leverage internal business partners to support social initiatives
- Partner with Stores to address in-store experiences shared on social media
- Use of multiple systems to research and document order issues
- Continuously look for areas of improvement and communicate feedback and suggestions
- Partnering with internal groups such as Digital Marketing and Social Media Marketing for product information or clarification
- Report trending issues to internal teams when needed
- Trained new hires on our social team for our seasonal class in 2019
- Led Day in the Life of info meeting for those interested in the role
- Address store reviews and feedback for Nordstrom and Nordstrom Rack stores on Yelp and Google Reviews
- IOS Feedback Reviews monitored and replied to customer when necessary using best judgement
- Member of the Neat Employee Advisory Team in 2021; we presented suggestions and ideas to the Digital Operations Management Team quarterly
- Product Review POC trained, oversaw, and monitored product reviews through Bazaarvoice
- Reached out to customers when needed and digital merch team to report trending issues on products
Lead Customer Care
Nordstrom
05.2018 - 12.2018
- Supported frontline agents with real-time contacts on phone and chat
- Provided procedural assistance, direction on what resources to use when needed, and guidance to enhance performance for agents who reached out for support
- Resolved escalated customer inquiries efficiently while maintaining high customer satisfaction levels
- Performed backend operational tasks, including modifying and canceling customer orders, to ensure seamless order management
- Logged agent interactions and identified common issues with actionable feedback to drive continuous improvement
- Effectively communicate with cross-functional teams to address systemic issues and implement process improvements
- Conduct training sessions and facilitate team meetings to promote knowledge sharing and best practices
- Maintain up to date with new policies and procedures
Customer Care Specialist
Nordstrom
02.2016 - 05.2018
- Troubleshoot and resolve all customer service inquiries or issues via incoming phone, chat, and email contacts
- Partner with multiple departments within the company to provide resolutions
- Manage competing priorities while providing undivided attention to each customer
- Provide one-call resolution and follow up with customers when needed
- Documented interactions accurately in the CRM system, ensuring seamless follow-up and customer tracking
- Active listening skills with strong written and verbal communication skills
- Maintained a high satisfaction rate through creative problem-solving, empathy, and a solutions-focused approach
- Exceeded key performance indicators, including call resolution time and customer satisfaction scores
- Trained new team members on customer service best practices, policies, and tools
Member Care Representative
NRHL
01.2014 - 02.2016
- Provide resolutions for all customer care inquiries via phone, chat, and email contacts
- Ensure customers have exceptional experiences with every interaction with them
- Assist with new hire training and participated in peer coach training program
- Perform data entry services for the company when assisting with back-office projects
- Handle high call volume while maintaining quality of service and professionalism
- Assist with helping 3 customers at a time via chat with around 60 WPM
- Exceptional written and verbal communication skills
- Assist with troubleshooting, providing feedback, and support for the launch of the Nordstrom Rack App
- Facilitate training and new updates with the merger switching to NRHL
Member Care Representative
Hautelook
02.2011 - 12.2013
- Answer customer's questions through phone, chat, and emails
- Help Desk assisting other representatives with questions and assisted with finding solutions
- Assist with escalated contacts and work on finding a resolution efficiently
- One of the first employees to transition to work from home
- Maintain productive time management while working from home
- Communicate with the executive team to correct and prevent customer issues
- Lead training classes on new policy and procedures
- Dropship specialist working with brands to find resolutions for customer related issues
- Travel Specialist assisting with travel offers HauteLook offered
Seasonal Member Care Representative
11.2010 - 02.2011
- Seasonal opportunity during the holidays to answer customer service related questions via phone
- Help solve problems regarding fit, style, returns, credit history, shipping time and sales platform
- Work with necessary teams to find solutions and provide creative resolutions
- Provided a friendly tone on calls and efficiently assisted customers, maintaining a high customer survey response
- Exceeded goals with average call time, customer satisfaction scores, and problem-solving skills
Education
Bachelor of Arts - Biblical Studies
Life Pacific University
San Dimas, CA06-2020
Associate of Arts - Business Administration
Azusa Pacific University
Azusa, CA05-2007
Skills
- Microsoft Office
- Technologically Proficient
- Attention to detail
- Problem-solving
- Communication
- Customer Service
- Time Management
- Organization
Timeline
Social Media Svc Spec
Nordstrom
12.2018 - Current
Lead Customer Care
Nordstrom
05.2018 - 12.2018
Customer Care Specialist
Nordstrom
02.2016 - 05.2018
Member Care Representative
NRHL
01.2014 - 02.2016
Member Care Representative
Hautelook
02.2011 - 12.2013
Seasonal Member Care Representative
11.2010 - 02.2011
Bachelor of Arts - Biblical Studies
Life Pacific University
Associate of Arts - Business Administration
Azusa Pacific University
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