Norajoni Smith
Los Angeles
Summary
Financial Service Specialist with extensive experience at Nordstrom CardServices, recognized for excellence in customer service and compliance management. Demonstrated success in resolving complex issues and improving customer satisfaction through effective problem-solving and relationship management. Proficient in technical troubleshooting, driving sales growth and fostering customer loyalty through strategic promotion of company services.
Overview
10
10
years of professional experience
Work History
Financial Service Specialist 2, Tier 3
Nordstrom Card Services
Los Angeles
02.2023 - Current
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Managed service requests through various channels, ensuring timely follow-up and resolution.
- Developed and maintained positive relationships with customers through courteous interactions and prompt resolution of issues.
- Assisted in resolving customer complaints by utilizing problem-solving skills.
- Ensured compliance with applicable laws, regulations, safety standards, and internal policies and procedures when providing service.
- Performed basic troubleshooting on equipment or systems to resolve minor technical issues quickly and effectively.
- Promoted company services, products, and special offers to encourage sales growth.
- Participated in team meetings regularly in order to share ideas or provide updates on progress towards goals.
- Provided guidance and support to junior staff members when needed.
- Answered inbound calls, chats to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Fraud Representative
Nordstrom Card Services
Los Angeles
01.2022 - 02.2023
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Financial Service Specialist, 2
Nordstrom, Card Services
Santa Ana
12.2021 - 01.2022
- Provided exceptional customer service to resolve inquiries and issues promptly.
- Educated customers on product features, services, and promotions effectively.
- Assisted in resolving customer complaints by utilizing problem-solving skills.
- Processed payments for services rendered accurately and efficiently.
- Ensured compliance with applicable laws, regulations, safety standards, and internal policies and procedures when providing service.
- Participated in team meetings regularly in order to share ideas or provide updates on progress towards goals.
- Promoted company services, products, and special offers to encourage sales growth.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Sales Representative
Nordstrom, Full Line
Dallas
11.2018 - 12.2021
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Service Experience Cashier
Nordstrom Rack
Plano
03.2015 - 11.2018
- Processed customer transactions efficiently and accurately at high-volume retail location.
- Assisted customers with product inquiries and provided exceptional service experience.
- Maintained organized checkout area to enhance efficiency and minimize wait times.
- Handled returns and exchanges following company policies to ensure customer satisfaction.
- Promoted loyalty program membership to enhance customer engagement and retention.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Delivered high level of customer service to patrons using active listening and engagement skills.
Education
High School Diploma -
Palisades High School
Pacific Palisades, CA05-1975
Skills
- Customer service and support
- Compliance management
- Problem solving
- Technical troubleshooting
- Sales strategies
- Relationship management
- Escalation management
- Professional telephone etiquette
Timeline
Financial Service Specialist 2, Tier 3
Nordstrom Card Services
02.2023 - Current
Fraud Representative
Nordstrom Card Services
01.2022 - 02.2023
Financial Service Specialist, 2
Nordstrom, Card Services
12.2021 - 01.2022
Sales Representative
Nordstrom, Full Line
11.2018 - 12.2021
Service Experience Cashier
Nordstrom Rack
03.2015 - 11.2018
High School Diploma -
Palisades High School
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