Michelle Arney
Grass Valley,CA
Summary
Organized, motivated and dependable candidate successful at managing multiple priorities with a positive attitude. Collaborating with others to support the evaluation of alternative training techniques, procedures, and/or methods. Experience facilitating both new hire groups and the training of seasoned employees on new policies and procedures and updated systems. Supporting and implementing the delivery of training programs while ensuring all policies and procedures are followed. Brings excellent organizational and communication skills and talent for overcoming customer objections. Self-motivated and true team player. I’ve been able to embrace change, while proving I am able to quickly learn and adapt to new systems. I have received member and peer recognition during my time at Safe and have consistently met and exceeded my service level goals.
Overview
17
17
years of professional experience
Work History
Digital Retail Experience Specialist
Safe Credit Union
Sacramento, CA
10.2024 - Current
- Strengthened member relationships through excellent communication skills and consistent followup.
- Managed high-volume workload while maintaining strong attention to detail and accuracy.
- Demonstrated adaptability by successfully handling changing priorities and shifting deadlines without compromising performance standards or results delivery.
- Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member.
- Researched and resolved complex issues and appeals to facilitate prompt resolution.
- Utilized specialized software to capture and process data.
- Streamlined department processes for improved efficiency and productivity.
Senior Contact Center Representative
Safe Credit Union
Sacramento, CA
11.2023 - 10.2024
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
Contact Center Training Specialist I
Safe Credit Union
Sacramento, CA
05.2023 - 11.2023
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Streamlined onboarding process for new hires, resulting in reduced time to productivity.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Promoted a culture of continuous improvement by conducting regular follow-ups with trainees post-training sessions.
- Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer.
- Prepared videos for online and remote instruction.
- Prepared and facilitated virtual, in-person and blended learning sessions.
- Trained and mentored new personnel hired to fulfill various roles.
- Developed and improved lesson plans, instructional materials and written practice tests for Contact Center new hire groups and new program training courses.
- Designed interactive e-learning modules for remote employees, expanding access to training resources and fostering a culture of continuous learning.
- Created a positive learning environment by incorporating adult learning principles into all instructional designs.
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
Contact Center Representative
Safe Credit Union
Sacramento, CA
03.2022 - 06.2023
- Delivered prompt service to prioritize member needs.
- Achieved high satisfaction rating through proactive one-call resolutions of member issues.
- Delivered exceptional customer service to every member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated members on company systems, form completion, and access to services.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Leveraged sales expertise to promote products that benefit our members.
- Promoted available products and services members during inbound and outbound calls.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse member questions.
- Met and exceeded member call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing member concerns, demonstrating empathy, and resolving problems swiftly.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Developed highly empathetic member relationships and earned reputation for exceeding service standard goals.
Resident Manager
The Natoma Company
07.2019 - 04.2023
- Coordinated vendors such as carpet cleaners, tilers, cable suppliers and satellite and phone service providers.
- Screened and reviewed resident applications by completing credit and criminal background checks and verifying employment and previous rental history.
- Conducted property move-ins, move-outs and walk-through inspections.
- Collected, recorded and deposited monthly rents from tenants.
- Reported and documented maintenance requests and scheduled appropriate services.
- Administered property-related budgets, reviewed invoices and tracked costs.
- Managed property documents for permanent records and regulatory requirements.
- Conducted inspections of property grounds, buildings and equipment to identify maintenance concerns and direct timely repairs.
- Collected and maintained careful records of rental payments and payment dates.
- Kept properties in compliance with local, state and federal regulations.
Training Assist Manager
CCFI
Roseville, CA
02.2022 - 03.2022
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Outbound calls as reminders for payday loans as well as collection calls.
Leasing Consultant
First Pointe Management Group
10.2014 - 10.2017
- Helped clients find leases to suit needs such as handicapped access, pet-friendly locations and one-story configurations.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Greeted clients, showed apartments, and prepared leases and assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements.
Assistant Manager/Leasing Consultant
The Natoma Company
04.2013 - 10.2014
- Verified tenant incomes and other information before accepting lease applications.
- Marketed diverse properties to prospective clients and consistently exceeded target closing rates.
- Contracted maintenance workers based on tenant needs and acted quickly to maintain tenant satisfaction during emergency situations.
- Collected monthly rent payments and other fees, always properly recording and processing money.
- Held high approval rating and maintained customer loyalty with top-notch service.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements.
Personal Support Aide
Strategies To Empower People
Sacramento, CA
07.2011 - 12.2012
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Promoted patient socialization, self-care and development by recognizing and using patient strengths to motivate patient.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Scheduled and accompanied client to medical appointments.
- Transported patients via wheelchair to and from rehabilitation and daily activities.
- Obtained client medical history, medication information, symptoms and allergies.
- Collaborated with peers and attended meetings to brainstorm new activities for patients and discuss ways to resolve issues..
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Assisted patients with therapy exercises as specified by care team.
- Assisted with patient transfer and ambulation.
Branch Manager
Advance America
Citrus Heights, CA
07.2011 - 12.2012
- Boosted branch sales by developing and deepening customer loyalty through incentive programs.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Gathered and reviewed customer feedback to improve operations.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Engaged employees in business processes with positive motivational techniques.
Clerical Assistant
El Hogar Community Services
Sacramento, CA
11.2007 - 01.2010
- Helped staff complete special projects by organizing documentation and supplies to handle forecasted demands.
- Assisted team members with administrative requirements by expertly using diverse office software.
- Prepared meeting materials and took clear notes to distribute to stakeholders.
- Boosted file efficiency and reduced storage space with proactive management of records and elimination of redundancy.
- Executed record filing system to improve document organization and management.
- Composed sensitive, confidential reports and documentation.
- Maintained records of material flow, compiling and organizing related data.
- Coordinated shared Outlook calendar and scheduled meetings and events.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Managed records and data transfer, ensuring traceability and improving operations through automated systems.
Education
Real Estate
Accredited Real Estate
Carmichael, CA06.2014
General Studies
American River College
Sacramento, CA05.2009
Skills
- Training facilitation
- Product Knowledge
- Cultural Awareness
- Technical Troubleshooting
- Microsoft Office
- Multitasking and organization
- Phone and email etiquette
- Workflow optimization and planning
- Motivational leadership
- Documentation and record-keeping
- New hire orientation, coaching, and mentoring
- Policy and procedure modification
- Leadership and change management
- Staff development and training
- Presentation design
Timeline
Digital Retail Experience Specialist
Safe Credit Union
10.2024 - Current
Senior Contact Center Representative
Safe Credit Union
11.2023 - 10.2024
Contact Center Training Specialist I
Safe Credit Union
05.2023 - 11.2023
Contact Center Representative
Safe Credit Union
03.2022 - 06.2023
Training Assist Manager
CCFI
02.2022 - 03.2022
Resident Manager
The Natoma Company
07.2019 - 04.2023
Leasing Consultant
First Pointe Management Group
10.2014 - 10.2017
Assistant Manager/Leasing Consultant
The Natoma Company
04.2013 - 10.2014
Personal Support Aide
Strategies To Empower People
07.2011 - 12.2012
Branch Manager
Advance America
07.2011 - 12.2012
Clerical Assistant
El Hogar Community Services
11.2007 - 01.2010
Real Estate
Accredited Real Estate
General Studies
American River College