Stephanie Cotter
1115 S. Hilda St. Anaheim,CA
Summary
Knowledgeable professional offering 20 years of experience in quality assurance and customer service. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
Quality Assurance Specialist
Nordstrom Card Services
Santa Ana, CA
02.2018 - Current
- Monitor and evaluate calls taken by Fraud, Customer Service, and Account Services representatives within Nordstrom Card Services.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Analyzed quality assurance data to identify trends and develop and implement corrective action plans.
- Consulted with management and personnel to educate on QA standards.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Used quality monitoring data management systems to compile and track performance at team and individual levels.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Ensure bank regulatory practices are within compliance with bank regulations.
Fraud Investigator
Nordstrom Card Services
Santa Ana, CA
04.2015 - 02.2018
- Examined financial statements, written documents and audio files that could be used as evidence for fraud cases.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
- Made recommendations for closing accounts and performed associated follow-up.
- Trained and specialized in the New Account Fraud Queue, which primarily focused on researching high risk new accounts and determining if the account is fraudulently opened.
- Assisted victims of identity theft and provided educational information to help protect their identity.
- Trained in identifying synthetic applications, which resulted in revoking the status of the account or requesting additional documents to verify the identity of the applicant.
- Assisted higher level fraud representatives with the processing of lost and stolen applications, in order to allow the investigator to start and complete the identity theft case in a timely manner.
- Assisted coworkers with procedural questions and acted as Manager in Charge while supervisors and managers were unavailable.
Customer Service Representative
Nordstrom Card Services
Santa Ana, CA
06.2006 - 04.2015
- Answered incoming calls, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Supported all channels of the Nordstrom, including Nordstrom, Nordstrom Rack, and Nordstrom.com.
- Assisted with maintaining relationships with customers via our rewards program and credit cards.
- Complying with and learning new updates in regards to Visa regulations, credit and state laws, and changes in account terms.
- Open new accounts and review credit bureaus to determine credit worthiness.
- Assist new hires with training and answering the “Help Line” for any associates with procedural questions.
Education
Bachelor of Arts - Sociology
California State University, Fullerton
Fullerton05.2014
Skills
- Detail Oriented
- Regulatory Compliance
- Issue Resolution
- Team Collaboration
- Documentation and Reporting
- Verbal and Written Communication
- Quality Issue Identification
- Attentive and Observant
- Problem Solving
- Proficient in Excel, Aspect, Avaya, Workday, FDWC
Timeline
Quality Assurance Specialist
Nordstrom Card Services
02.2018 - Current
Fraud Investigator
Nordstrom Card Services
04.2015 - 02.2018
Customer Service Representative
Nordstrom Card Services
06.2006 - 04.2015
Bachelor of Arts - Sociology
California State University, Fullerton