Simone Gittens

Results-driven Customer Service professional with 10+ years of experience across consumer banking, retail, and account management. Proven track record of exceeding monthly service and satisfaction targets by 25%+, resolving escalated issues, and building strong client relationships. Skilled communicator with deep knowledge of compliance standards and problem-resolution strategies. Entrepreneurial mindset with the ability to lead, train, and perform independently in fast-paced environments.

Financial Service Specialist II - Nordstrom

(2023-07 - 2025-04)

• Managed collections of delinquent accounts by contacting customers to negotiate payment arrangements and resolve outstanding balances, directly reducing delinquency rates.
• Oversaw merchandise return and exchange collections, ensuring accurate reconciliation of returned items and credits in compliance with Nordstrom policy.
• Processed and evaluated new account applications, contributing to a 10% increase in new customer accounts.
• Delivered high-quality service to cardholders resolving complex billing inquiries, achieving a 98% customer satisfaction rating.

Fashion Product Receiver - The RealReal

(2015-09 - 2016-01)

• Processed 300+ product accounts per month through inventory systems, maintaining accuracy and compliance with company standards.
• Cross-checked high-value and marquee merchandise for priority routing — requiring meticulous attention to detail and documentation.

Owner and Brand Strategist - Call Me Sparkle

(2013-01 - 2025-04)

• Forged strategic partnerships with foreign partners, creating a product line and new revenue stream.
• Created and promoted all digital platforms by sharing original fashion and lifestyle content, including planning/logistics and creative design, building a community of 30,000 followers.
• Launched first-ever virtual book club for tween girls.
• Developed and implemented innovative strategies and plans that increased brand awareness and sales by 35%.

Senior Account Manager II - Bank of America

(2008-02 - 2013-10)

• Managed a portfolio of delinquent accounts ranging from 0–180 days past due, negotiating payment arrangements to minimize losses and recover outstanding balances.
• Exceeded monthly department collection goals by 25% consistently while maintaining superior customer service standards.
• Applied expertise in collections regulations and negotiation strategies across diverse account types, building transferable knowledge applicable to insurance, billing, and healthcare collections.

Bachelor of Arts - Communications – Journalism / Public Relations - William Paterson University