Brittney Schweibinz
GM Financial
Apache Junction,AZ
17
years of professional experience
Quality Assurance Analyst reviewing customer interactions, documenting findings, and driving compliant resolution across high-volume support workflows. Builds clear reports from policy reviews, complaint tracking, and AI-generated data validation to support trend analysis and process improvement. Coaches team members on documentation standards and feedback techniques while maintaining traceability in specialized systems.
Work History
QUALITY ASSURANCE ANALYST
3 Years 10 Months- Conduct thorough reviews of customer interactions for compliance with company policies, quality standards, and applicable state and federal regulations.
- Maintain precise documentation of quality findings and follow-up actions to ensure data integrity and traceability.
- Prepare clear, actionable reports for team leaders and stakeholders to drive performance improvements and operational decisions.
- Collaborate with Customer Support and cross-functional teams to identify root causes, implement corrective actions, and streamline workflows.
- Coach and mentor team members on quality standards, documentation best practices, and effective feedback techniques.
- Serve as a departmental liaison to ensure efficient and accurate communication of quality issues and resolutions.
- Validate and document discrepancies found in specialized software systems, including AI-generated data, to support continuous accuracy improvements.
- Manage complaint tracking and categorization to highlight trends and support escalation when necessary.
- Apply up-to-date knowledge of regulations and internal policies consistently during reviews to reduce compliance risk.
- Balance multiple priorities while maintaining high attention to detail and consistent review quality.
CUSTOMER SERVICE REPRESENTATIVE
1 Year- Handled a high volume of customer inquiries via phone, email, and online channels while maintaining professional and accurate communication.
- Researched account information and clearly explained account status, payments, titles, sales/property tax, and interest to customers.
- Maintained detailed records of customer interactions and actions taken to ensure timely follow-up and resolution.
- Managed escalated and sensitive customer situations with empathy and appropriate escalation procedures.
- Accurately entered information into company systems while prioritizing tasks and maintaining data integrity.
- Guided customers through website and online services, improving self-service adoption and customer experience.
NEW PATIENT INTAKE COORDINATOR
1 Year 1 Month- Provided efficient administrative support in a fast-paced medical office, prioritizing timely patient scheduling and clear communication.
- Answered incoming calls, scheduled new patients, and coordinated appointment logistics to optimize clinic flow and patient access.
- Processed specialist referrals and communicated with referring offices to ensure seamless care coordination.
- Verified insurance eligibility and benefits, maintaining accurate patient records and reducing registration delays.
- Utilized Microsoft Word, Excel, Outlook, and EMR systems to manage documentation and daily workflows with strong attention to detail.
- Handled confidential patient information professionally, adhering to privacy and compliance standards.
- Provided friendly, informative customer service to patients and referring clinicians while managing time-sensitive administrative tasks.
- Maintained organized processes to support clinical staff and improve patient intake efficiency.
VETERINARY ASSISTANT
1 Year 10 Months- Maintained accurate medical records and documented patient visits, treatments, and procedures with strong attention to detail.
- Assisted veterinarians during examinations, surgeries, and diagnostic procedures, including medication administration and vaccine preparation.
- Provided compassionate patient care and client education, explaining treatment plans and post-care instructions clearly.
- Positioned animals for diagnostic imaging and assisted with in-house lab procedures and sample handling.
- Cleaned and disinfected exam areas, surgical equipment, and kennels following infection-control protocols.
- Managed inventory through regular stock checks, ordering supplies, and organizing storage to support clinic operations.
- Worked safely and professionally around animals in a busy medical environment while maintaining excellent record accuracy.
STORE MANAGER
7 Years 6 Months- Managed daily store operations, including staffing, scheduling, and cash-handling procedures to maintain smooth business performance.
- Recruited, trained, and coached sales staff to deliver consistent customer service and achieve operational standards.
- Oversaw inventory control, merchandising, and backroom organization to optimize product availability and presentation.
- Resolved customer issues professionally and implemented policies to improve service quality.
- Coordinated visual merchandising and promotions to support sales objectives and brand standards.
- Implemented process improvements to streamline workflows and support a productive retail environment.
Education
Veterinary Assistant Program
- Completed comprehensive veterinary assistant training covering medical record-keeping, surgical assistance, and animal handling.
- Trained in vaccine administration, radiography positioning, and in-house lab procedures.
- Skilled in inventory management, client communication, and maintaining confidential patient records using EMR systems.
- Emphasized infection control, safety protocols, and compassionate patient care.
Skills
Administrative & Clerical Support
Confidential Information
Data Entry & Records Management
Complaint & Issue Resolution
Scheduling & Calendar Coordination
Cross-Department Communication
Report Preparation & Documentation
Training & Team Support
Customer & Public Service
Multitasking & Prioritization
Animal Records & Medical Documentation
State & Federal Policy Compliance
SharePoint
Animal Care & Handling
Specialized Business Software
Inventory & Supply Management
Filing & Information Organization
Personal Information
Title: Administrative and Quality Assurance professional
Timeline
QUALITY ASSURANCE ANALYST
GM Financial
01.2023 - CurrentRead More
CUSTOMER SERVICE REPRESENTATIVE
GM Financial
01.2022 - 01.2023Read More
NEW PATIENT INTAKE COORDINATOR
AZ Pain Specialists
11.2020 - 12.2021Read More
VETERINARY ASSISTANT
Banfield Animal Hospital
01.2019 - 11.2020Read More
STORE MANAGER
Steppin’ Out Boutique
08.2009 - 02.2017Read More
Veterinary Assistant Program
Read More