Meagan Burnett
Spokane,WA
Summary
Experienced and self-motivated contact center operations assistant manager with a strong attention to detail, decision quality, collaboration, and a servant employee and member-focused mindset. With nearly twelve years of experience in the credit union industry, including six years in leadership roles, I am committed to delivering exceptional results and driving operational excellence. Expertise lies in effectively managing contact center operations, optimizing workflow processes, and ensuring high levels of member and agent satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Contact Center Operations Assistant Manager
STCU
04.2023 - Current
- Lead a team of eleven agents, providing timely coaching and career development.
- Solved problems timely and effectively, ensuring exceptional member and employee experience.
- Streamlined processes using Continuous Improvement tools and KATA coaching.
- Assist our teams and members daily through chats and incoming calls.
Assistant Branch Manager
STCU
10.2018 - 04.2023
- Leadership and oversight for daily operations, including branch certifications
- Team development through observations, mentoring, and coaching
- Provide back-up support in opening new memberships, maintenance and teller transactions
- Additional support to other branches through Retail Teams Support chat.
Member Relationship Officer
STCU
03.2014 - 10.2018
- Originate new membership and account openings
- Originate and fund consumer and business loan requests
- Utilize TMA skills to deepen member relationships
- Peer to peer coaching and mentoring.
Teller
STCU
03.2013 - 03.2014
- ATM, Vault, RBG and Teller drawer balancing
- Offage troubleshooting.
Education
High School Diploma -
Shelton High School
Shelton, WA06-2010
Skills
- Leadership
- Verbal and written communication
- Time Management
- Decision Quality
- Attention to Detail
References
References available upon request
Certification
- People Focused Project Management
Timeline
Contact Center Operations Assistant Manager
STCU
04.2023 - Current
Assistant Branch Manager
STCU
10.2018 - 04.2023
Member Relationship Officer
STCU
03.2014 - 10.2018
Teller
STCU
03.2013 - 03.2014
High School Diploma -
Shelton High School
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