Samantha Nordlund
Belgrade,MT
Summary
Highly organized and driven customer service professional with a strong work ethic and positive demeanor, seeking and eager to re-enter the workforce and advance in a professional environment after serving as a full-time caregiver. Experienced with Zendesk, Microsoft Office Suite, and regulatory standards. Capable of managing multiple projects with precision and efficiency while contributing to team success.
Overview
15
15
years of professional experience
Work History
Career Break - Full Time Caregiver
Household
Belgrade, MT
03.2021 - Current
- Provided full-time care for my children, ensuring a nurturing and supportive environment during career break.
- Coordinated family and household responsibilities, strengthening organizational, communication, time-management, and problem-solving skills.
Care Agent Lead
Ibotta
Denver, CO
08.2020 - 03.2021
- Provided fast, friendly, knowledgeable expertise to fellow Retail Affiliate agents on inquiries, enhancing team support. Responded promptly to Tier 4/Retail Affiliate Zendesk tickets to ensure current understanding of workflows and issues. Created end-of-shift report detailing ticket volume and trending issues to inform team of key insights.
- Led customer engagement initiatives to enhance user experiences and increase retention.
- Developed training materials for new agents, improving onboarding efficiency and knowledge retention.
- Analyzed customer feedback to identify trends, driving product improvements and service enhancements.
Care Agent- Tier 4
Ibotta
Denver, CO
06.2019 - 08.2020
- Answered customer inquiries via Zendesk, ensuring timely resolution of issues. Resolved issues for Retail Affiliates and mobile shopping, facilitating accurate communication of bonuses and offers. Business Operations Project completed May-August 2020, input new Retail Affiliate information for contracts and campaigns into database.
- Led cross-functional teams to enhance customer engagement strategies and improve user experience.
- Developed and implemented training programs for new agents, fostering a culture of continuous learning.
- Analyzed customer feedback data to identify trends and drive process improvements in service delivery.
Care Agent Tier 1-3
Ibotta
Denver, CO
10.2018 - 06.2019
- Answer customer inquiries via online email communication platform Zendesk within expected turnaround time. Handled receipt, gift card, account cancellation, password reset, and basic receipt moderation inquiries in Tier 1. Responded to more advanced receipt and gift card inquiries, loyalty issues, UPC issues, app related issues as well as more difficult account escalation issues in Tier 2.Handled bonus issues, referral issues, withdrawing cash requests, phone number change requests, and credit review escalations in Tier 3.
- Led cross-functional teams to streamline customer support processes, enhancing service delivery efficiency.
- Developed training materials and conducted workshops for new agents, fostering skill development and knowledge sharing.
- Implemented data-driven strategies to improve customer engagement metrics and drive user retention.
Compliance Assurance Specialist
Nordstrom Credit Office, FSB
Englewood, CO
02.2014 - 11.2016
- Reviewed bank procedures to ensure compliance with bank and company regulations. Actively develop and maintain efficient reporting to improve business accuracy and compliance results. Ensure employees comply with all bank credit policy regulations. Conducted audits to verify adherence to bank regulations by procedures, representatives, and management. Create efficient monthly reports to review compliance results and areas of improvement. Communicate and deliver compliance and accuracy review results in a professional and confidential manner. Review all current databases to identify ... early issues with processing systems.
- Analyzed customer credit data to identify trends and improve decision-making processes.
- Developed training materials for new hires to enhance onboarding efficiency and consistency.
- Led cross-functional teams to streamline credit application review processes, improving turnaround time.
Support Services Specialist
Nordstrom Credit Office, FSB
Englewood, CO
03.2013 - 02.2014
- Developed credit office procedures, streamlined business processes for increased efficiency. Managed and maintained Nordstrom employee accounts, ensuring accurate record-keeping and member benefits. Handled incoming and outgoing fax requests and mail, facilitating timely communication and documentation. Manage accounts with member benefits. Maintain numerous ‘queues’ to complete behind the scenes adjustments. Complete updating ‘maintenance’ on accounts. Complete numerous company weekly and monthly to quarterly monthly reports.
- Earned the "I Made a Difference" award for demonstrating employee excellence.
- Resolved customer inquiries through effective communication and problem-solving skills.
- Coordinated credit application processes to enhance customer experience and streamline operations.
- Managed documentation and compliance to ensure adherence to regulatory standards.
Customer Service Representative
Nordstrom Credit Office, FSB
Englewood, CO
10.2011 - 02.2013
- Responsibilities include processing credit line requests, activating new accounts, data entry; granting credit lines, providing custom customer support and problem solving in a call center environment. Maintain a high level of discretion and confidentiality while ensuring fraud prevention. Answering incoming calls from our stores needing assistance with credit authorizations, increase in customer’s credit lines and account look-ups.
- Received recognition for exceptional employee performance through the "Cash Call" program.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed account discrepancies, ensuring accurate financial records and timely resolutions.
- Collaborated with cross-functional teams to streamline communication processes for improved service delivery.
Skills
- Zendesk, Microsoft Word, Excel
- Database Management
- Data verification
- Regulatory Compliance
- Customer Service
- Organizational Skills
- Multitasking and Prioritization
- Detail-oriented
- Conflict resolution
Timeline
Career Break - Full Time Caregiver
Household
03.2021 - Current
Care Agent Lead
Ibotta
08.2020 - 03.2021
Care Agent- Tier 4
Ibotta
06.2019 - 08.2020
Care Agent Tier 1-3
Ibotta
10.2018 - 06.2019
Compliance Assurance Specialist
Nordstrom Credit Office, FSB
02.2014 - 11.2016
Support Services Specialist
Nordstrom Credit Office, FSB
03.2013 - 02.2014
Customer Service Representative
Nordstrom Credit Office, FSB
10.2011 - 02.2013