Michelle Schmidt
Peoria,Arizona
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
23
23
years of professional experience
Work History
Contact Center Quality Analyst
Desert Financial Credit Union
Phoenix, Arizona
09.2002 - Current
- Demonstrated expertise in banking operations, including teller tasks, account management, and loan acquisitions.
- Conducted daily audits of calls and emails to ensure quality standards in call center.
- Evaluated communications to identify member needs and expectations effectively.
- Processed cash, checks, and vouchers while reconciling transaction records accurately.
- Utilized computerized financial systems to address inquiries and resolve issues expediently.
- Mentored new employees and provided coaching on operational processes.
- Delivered performance feedback to service managers regarding individual and team metrics.
- Contributed to enhancements of QA Definitions and Guidelines as well as special projects related to script development.
Education
High School Diploma -
Deer Valley High School
Glendale, AZ06.1993
Skills
- Audit processes
- Quality improvement
- Quality processes
- Data analysis
- Customer focus
- Training material development
- Procedural updates
- Decision-making
- Cross-functional team collaboration
- Documentation skills
- Results and Deadline-driven
- Training and on-boarding
Timeline
Contact Center Quality Analyst
Desert Financial Credit Union
09.2002 - Current
High School Diploma -
Deer Valley High School