Shawn Ketcham
Cedar Rapids ,IA
Summary
Dynamic and results-oriented professional with a proven track record at Nordstrom Online, adept in risk management and dispute resolution. Excelled in building strong relationships and providing emotional support, enhancing customer satisfaction and team collaboration. Demonstrated exceptional computer skills and attention to detail, driving process improvements and safeguarding customer information.
De-escalated intense, unique situations involving actual fraud, perceived fraud and accidentally cancelled orders. Proven leader who has trained several new-hires at every position I have held. I am working on the Google Cybersecurity Certificate.
Overview
16
16
years of professional experience
Work History
In-Home Health Care Aide
Iowa Total Care
03.2019 - Current
- Assisted patients with daily living activities, promoting independence and dignity.
- Facilitated communication between patients and healthcare providers, advocating for their needs and preferences.
- Developed strong rapport with patients and families, fostering trusting relationships for optimal care.
- Implemented safety measures such as fall prevention strategies to ensure patient well-being at all times.
- Collaborated with interdisciplinary teams to develop customized care plans tailored to individual needs..
- Oversaw appointment scheduling for medical visits or therapy sessions while also providing transportation assistance.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Researched and recommended community resources to meet clients' needs.
Customer Financial Services Representative
Nordstrom Online
02.2013 - 04.2017
- Conducted thorough research to resolve complex billing issues, preventing escalations and ensuring accurate resolutions.
- Managed sensitive customer information with strict adherence to privacy regulations and company policies.
- Worked with encrypted information for customer safety and security.
- Leveraged strong interpersonal skills to build trust among clients while handling difficult conversations regarding debt or past-due accounts.
- Gained experience de-escalating customers in high-stress situations.
- Worked one on one with bank representatives to process stuck payments, credits or even to cancel unauthorized orders/charges.
- Worked with banks to research and process or dispute customer chargebacks.
- Identified potential fraudulent activity, implementing security measures to protect customer accounts. With the authority to cancel confirmed fraudulent activity.
- Researched and sometimes closed abusive customer accounts. (Returns or points abuses/scams.) Sometimes even gathering information for Nordstrom legal teams.
- Demonstrated flexibility and adaptability, seamlessly transitioning between different roles within the customer financial services team as needed.
- Trained new team members on company procedures, systems, and best practices for delivering excellent customer service in the financial sector.
- Coordinated efforts between multiple departments such as collections, credit solutions, and risk management when necessary for customer issue resolution.
Customer Care Representative
Nordstrom Online
04.2011 - 02.2013
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving. We were encouraged to be very creative in taking care of customer needs.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Nordstrom is known for recognizing excellence among its employees and I received several awards during my time there. I no longer have copies of these but they are likely on file.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- I eventually transitioned to a new-hire trainer/mentor.
Kitchen Manager
Casey's General Store
06.2010 - 04.2011
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
- I assisted my Store Manager by logging and ordering weekly/monthly kitchen orders.
- Conducted daily checks of refrigerators and freezers to verify proper food storage, container labeling, and surface cleaning.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
Donut Maker
Casey's General Store
03.2009 - 06.2010
- Baked, decorated and displayed donuts per guidelines. Contributed to increased sales by creating visually appealing donut displays that attracted customer attention.
- Contributed to the overall success of the bakery by readily adapting to changes in recipes, procedures, or customer preferences.
- Maintained a clean and organized workspace, adhering to health and safety regulations for optimal food production.
- Participated in staff training sessions, gaining knowledge on new products or techniques to improve overall performance.
Education
High School Diploma -
Washington Highschool
Cedar Rapids, IA05.2005
No Degree - Liberal Arts
Kirkwood Community College
Cedar Rapids, IA05.2010
Skills
- Team Leadership
- Emotional Support
- Relationship Building
- Financial Planning
- Computer Skills
- Teamwork and Collaboration
- Attention to detail with fast-paced on the fly problem solving
- Reliability
- Risk Management
- Dispute Resolution
- Asset Management
Timeline
In-Home Health Care Aide
Iowa Total Care
03.2019 - Current
Customer Financial Services Representative
Nordstrom Online
02.2013 - 04.2017
Customer Care Representative
Nordstrom Online
04.2011 - 02.2013
Kitchen Manager
Casey's General Store
06.2010 - 04.2011
Donut Maker
Casey's General Store
03.2009 - 06.2010
High School Diploma -
Washington Highschool
No Degree - Liberal Arts
Kirkwood Community College
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