NANCY HERNANDEZ GANDARA
Fullerton,CA
Summary
Hardworking Dialer Administrator skilled in troubleshooting and analysis. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
19
19
years of professional experience
Work History
Financial Service Specialist Senior
Nordstrom
06.2018 - Current
- As a dialer administrator I configure, monitor, and maintain auto-dialing systems that support outbound call campaigns in our account services contact center as well as inbound calling. I set up dialing strategies, such as predictive, preview, or progressive modes, based on campaign goals and regulatory requirements. My primary objective is to improve agent productivity and connect rates while minimizing dropped calls and ensuring compliance with laws. I blend technical and operational responsibilities. I work closely with our Account Services leadership, IT/Phone services team, Vendor/Nice and compliance officers to maintain system performance, generate reporting, and fine-tune call pacing. I troubleshoot dialer issues, manage user access, and optimize campaign settings in real time to meet service-level objectives.
- Work with the Legal Litigation Team – Gather Account Services call reports, provide summary, transcribe and/or provide recorded calls for litigation cases.
- Disaster Calling - In the event of a disaster (e.g. wildfire, hurricane, pandemic) the business may decide to stop calling a population for a limited time, even if an official FEMA Major Disaster Declaration hasn't been declared. I will review the Governor's page for affected area. Create an Excel doc of the affected zip codes. Alert management and obtain approval to stop calling via our dialing system Nice.
Fraud Ops Support Analyst
Nordstrom
08.2016 - 06.2018
- During my time in our Fraud Department I had many accomplishments including Create the Legend Award, Cash Call and was the California Fraud Team Ambassador. I had outstanding yearly performances with my QA results, QA Average: 99.67%. While in Fraud I performed above the peer average.
- I am a highly experienced Fraud Analyst with a proven track record of identifying and preventing fraudulent activity. I have successfully identified and blocked suspicious activity, resulting in a high reduction in fraud losses for Nordstrom. I am adept at utilizing advanced analytics to detect patterns of fraud and possess a deep understanding of fraud prevention techniques and regulations.
Financial Service Specialist
Nordstrom
05.2015 - 08.2016
- Process, review and decision new account applications from multiple channels; stores, online, and/or customers responding to promotional invitations.
- Troubleshoot and resolve customer inquiries regarding online enrollment, passwords, sign-on issues, and other online-related questions.
- Answer and resolve escalated customer, store, and helpline calls.
- Answer all senior level calls (applications, credit limit increases, upgrade accounts, promotional balance and authorizations).
- Locate account numbers for Visa, Retail, Debit, and Gift Card products.
- Partner with all Nordstrom teams (Direct, Stores, Fraud, Dispute, and Account Services) to find a fast and accurate solution for our customer.
- Provide strong organizational and follow-through skills.
- Set and achieve personal daily, monthly and special event goals.
Personal Stylist
Nordstrom
12.2014 - 05.2015
- Maintain a fashionable and professional image and be a customer service role model.
- Clientele Development: Maintain client book – Client connections and relations.
- Search for innovative ways to increase business through use of Personal Book, store traffic, customer referrals, website requests and personal networking.
- Superior product knowledge of merchandise. Constant research for current fashion trends.
- Promote and support Rewards program.
- Provide excellent customer service & exemplary staff leadership.
- Proven track record of increasing store sales.
- Provide strong organizational and follow-through skills.
- Set and achieve personal daily, monthly and special event goals.
Hanger Boutique Manager
Working Wardrobes
09.2012 - 12.2014
- Manager and Buyer for the Hanger Resale & Consignment Boutique.
- Clientele Development: Maintain client book – Client connections and relations.
- Manage & grow high-end designer consignment business by over 75%.
- Superior product knowledge of merchandise. Constant research for current fashion trends.
- Represent world-class designer products with integrity while increasing brand awareness.
- Provide excellent customer service & exemplary staff leadership.
- Proven track record of increasing store sales through effective merchandising.
- Highly skilled in revitalizing & merchandising store to create unique boutique environment.
- Successfully manage & train 22 employees.
- Promote and support Hanger Boutique preferred customer loyalty program.
- Maintain open lines of communication between manufactures, sales teams, vendors, consignors, warehousing personnel to expedite product orders, distribution & problem resolutions.
- Computer literacy with Micro Soft, including Outlook, Excel, Power Point, Word and POS System.
Member Support Supervisor
Altura Credit Union
04.2012 - 09.2012
- Hire and train staff.
- Supervise Central Operations department.
- Motivate staff at all levels and work effectively with Central Operations department.
- Responsible for writing and implementing Central Operations Check 21 procedures.
- Assist with Check 21 process of daily posting and balancing member's accounts.
- Provides service in a professional, efficient, and friendly manner, by greeting internal (or external) members, determining their needs, and directing them to the proper services and resources for transacting business or resolving external member issues.
- Responsible for demonstrating excellence in internal and external member service to ensure continuous improvement in the member Satisfaction Survey tied to the “Stakeholders” model.
- Displays a working knowledge of all policies and procedures related to front line operations in order to provide consistent and excellent member service.
- Responsible for taking ownership of every member every time and providing “Start to Finish” member service.
- Provides a resource to assist front line staff in the resolution of member issues and/or request.
- Responsible for coaching internal staff and external members in the usage of our technology.
- Responsible for maintaining knowledge of current promotions and products.
- Computer literacy with Micro Soft, including Outlook, Excel, Power Point and Word.
Sr. Risk Mgmt Analyst
Altura Credit Union
04.2009 - 04.2012
- Provides risk assessment for loss prevention and potential risk exposure by analyzing and monitoring Risk department reports daily, weekly and monthly. Identifies weaknesses or exceptions made to internal controls, policies and processes.
- Researched and analyzed highly confidential reports and financial accounts for fraudulent trends and suspicious activity in order to decrease losses to the credit union.
- In charge of New Account Auditing (Bust-Out Accounts). Reviewed possible risk accounts and blocked and/or closed as deemed necessary to prevent losses.
- Investigated fraud files by examining transaction history, reviewing check information and studying video surveillance for the purpose of determining the validity of a member’s fraud claim.
- Responsible for timely correspondence regarding victim claims. Process and investigate victim fraud claims including checks, forgeries, ACH, ATM cards, check cards and credit cards.
- Reviews cases with Manager, Risk Management, and recommends reimbursement or case filing on suspects(s).
- Responsible for pursuing criminal filings, prosecution and restitution on fraudulent acts against the credit union and its members, as required.
- Serve as Altura Credit Union’s Bank Secrecy Act and OFAC Compliance Officer Backup Person. Responsible for managing all aspects of the BSA, AML and OFAC Compliance Program, including the implementation of internal controls to ensure ongoing compliance, monitoring compliance, independent testing of compliance, and training of personnel.
- Manage Altura’s BSA E-Filing system for Currency Transaction Reports and Suspicious Activity Reports as well as implementation of AML software for identifying suspicious activity.
- Responsible for investigation, documentation, case preparation, and filing of fraudulent acts and/or accounts committed against the credit union and its members.
- Responsible for preparation and filing of SARs (Suspicious Activity Reports).
- Assists key risk management personnel with the development of training materials.
- Responsible for following Regulation E and providing timely provisional credits on Plastic Card Claims.
Assistant Internal Auditor
Altura Credit Union
04.2007 - 04.2009
- Collaborate with Internal Auditor on preparation for regulatory compliance examinations and audits
- Assists financial and compliance auditors and DFI/NCUA examiners by providing information, documentation, and credit union personnel to expedite audits and exams.
- Assists the Internal Auditor in investigating member complaints.
- Investigates teller and branch balancing issues.
- Assist in document research and case preparation.
- Assists with employee badge and access control, new hire and separation tasks.
- Accountable for the accuracy and retention of Currency Transaction Reports and Suspicious Activity Reports in compliance with the Bank Secrecy Act.
- Monitored all new accounts for compliance with Member Identification Program and OFAC laws.
- Responsible for completing New Account Audits and reporting.
- Responsible for completing Branch and Teller Audits and reporting.
- Responsible for auditing opening and closing procedures of branch operations.
- Responsible for department phone lines, providing direction on risk management issues to credit union members and staff.
- Conducted internal audits to assess compliance with regulatory standards and internal policies.
- Collaborated with departments to identify areas for process improvement and risk mitigation.
- Assisted in the preparation of audit reports detailing findings and recommendations.
Wholesale Account Executive
Altura Credit Union – Partion Mortgage
08.2006 - 04.2007
- Awarded 1st Quarter Top Producer – 2007
- Responsible for developing new broker relationships as well as servicing current mortgage broker base.
- Communicated loan rates, programs and fees with borrowers and potential borrowers.
- Reviewed residential loan applications along with pertinent documentation required per guidelines and real estate loan policies.
- Responsible for providing borrowers with all required disclosures, in accordance with RESPA and Regulation Z.
- Responsible for communicating with brokers to provide application status and obtain additional documentation required to complete loan process.
- Responsible for maintaining working knowledge of all real estate related regulations, requirements, programs, trends and developments.
- Responsible for the preparation of regular production reports as required.
- Collaborated with internal teams to streamline loan processing workflows, improving efficiency.
- Negotiated terms and conditions with lending partners to secure favorable agreements.
- Analyzed market trends to identify opportunities for growth in mortgage solutions.
- Cultivated and maintained relationships with wholesale lenders to enhance product offerings.
Education
Diploma -
Montebello High School
06.1984
Skills
17 years of Banking experience
Timeline
Financial Service Specialist Senior
Nordstrom
06.2018 - Current
Fraud Ops Support Analyst
Nordstrom
08.2016 - 06.2018
Financial Service Specialist
Nordstrom
05.2015 - 08.2016
Personal Stylist
Nordstrom
12.2014 - 05.2015
Hanger Boutique Manager
Working Wardrobes
09.2012 - 12.2014
Member Support Supervisor
Altura Credit Union
04.2012 - 09.2012
Sr. Risk Mgmt Analyst
Altura Credit Union
04.2009 - 04.2012
Assistant Internal Auditor
Altura Credit Union
04.2007 - 04.2009
Wholesale Account Executive
Altura Credit Union – Partion Mortgage
08.2006 - 04.2007
Diploma -
Montebello High School