Jolene Vasquez
Pico Rivera
Summary
Dynamic Customer CARE Lead at Nordstrom with a proven track record in quality assurance and customer service excellence. Skilled in root-cause analysis and effective communication, I drive continuous improvement initiatives that enhance team performance and elevate customer experiences. Recognized for mentoring peers and resolving escalated inquiries efficiently.
Overview
11
11
years of professional experience
Work History
Customer CARE Lead
Nordstrom / Nordstromrack.com
10.2023 - Current
- Act as a Brand Ambassador for Nordstrom, delivering world-class service to all customers.
- Support internal and external Nordstrom and Nordstrom Rack customers via phone, chat, and email.
- Resolve escalated customer inquiries quickly and accurately, ensuring effective solutions and a positive experience.
- Identify areas for improvement and communicate feedback and recommendations to leadership.
- Provide mentorship, guidance, and problem-solving support to Customer CARE Specialists.
- Utilize multiple systems to research, troubleshoot, and document order-related issues.
- Perform additional duties as assigned to support team and business needs.
Quality Assurance Specialist
Nordstrom / Nordstromrack.com
Los Angeles
01.2017 - 10.2023
- Monitor and evaluate the quality of inbound calls, chats, and emails to ensure service excellence.
- Conduct root-cause analysis on recurring issues impacting business operations and customer experience.
- Verify employee adherence to tools, policies, procedures, and regulatory compliance standards.
- Maintain and improve data quality and KPI measurement aligned with business objectives.
- Partner with supervisors to review key drivers, metrics, and operational processes that influence scorecards.
- Collaborate closely with training teams to support operational success and knowledge consistency.
- Conduct monthly 1:1 coaching sessions with each CARE Specialist on the assigned team to support performance development and skill growth.
- Assist with training throughout the year as a Peer Coach or lead trainer, supporting Learning & Leadership during trainer absences (2017–2020).
- Provide actionable recommendations to enhance agent performance through process, policy, and workflow improvements.
- Analyze individual and team performance metrics to identify trends, concerns, and opportunities for improvement.
- Maintain strong knowledge of contact center functions, processes, and procedures.
- Contribute positively to a dynamic team environment and complete assigned projects accurately and on time.
Customer Care Specialist
Hautelook / Nordstromrack.com
04.2015 - 01.2017
- Assisted customers via phone with exchanges, new orders, and shipping inquiries.
- Delivered one-on-one support through email, chat, and telephone channels.
- Collaborated with supervisors to resolve issues and prevent customer complaints.
- Provided professional, high-quality customer service in a fast-paced environment.
- Managed and resolved shipping discrepancies efficiently.
Education
Associate Degree -
Rio Hondo College
Montebello, CA01.2014
Skills
- Quality Assurance & Evaluation
- KPI Analysis & Reporting
- Root-Cause Analysis
- Customer Service & Escalation Support
- Leadership & Mentorship
- Continuous Improvement
- Communication & Collaboration
- Live Chat Support
- Typing: 40 WPM
- MS Office (Outlook, Teams, Word, Excel)
- MS Outlook
- Oracle
- Okta
- Jira
- Confluence
- Windows OS
- Customer service
- Quality assurance
- Effective communication
- Problem solving
- Attention to detail
- Escalation management
- Relationship building
- Troubleshooting
- Data entry
- Flexible and adaptable
- Excellent communication
- Time management
- Communication
- Cultural awareness
- Calm under pressure
Timeline
Customer CARE Lead
Nordstrom / Nordstromrack.com
10.2023 - Current
Quality Assurance Specialist
Nordstrom / Nordstromrack.com
01.2017 - 10.2023
Customer Care Specialist
Hautelook / Nordstromrack.com
04.2015 - 01.2017
Associate Degree -
Rio Hondo College