Susan Arizabal

- Assist with Workday help tickets to troubleshoot errors.
- Inputs, maintains and supports content within Workday learning.

- Assists with training enrollment and confirmation process, including scheduling, of team tracking of progress through LMS.
- Point of contact for training program scheduling, logistics and reporting.
- Pull and compose data for monthly reports.
- Creating reports for consultation hours done by our specialists.
- Pulling Qualtrix information training activities and results, creating a PowerPoint monthly to present.

- Assist Team members with questions about training programs, requirements, and system access.
- Generate annual calendar for all courses offered.
- Assist the team and department in identifying areas of opportunity for streamlined department processes and procedures and works with team to implement change.
- Register the TeamMember roster for the 12 tracks throughout the year.
- Book and maintain room reservations, having everything accurate on outlook calendar.
- Coordinate group outings and celebrations.
- Identify reporting gaps and needs for department, based on new LMS system
- Act as a liaison between our department and HR/Branches for specialized onboarding requests.

• Assisting the department with training of new and existing team members and serving as a role model
• Advocating for our members by escalating issues and working with the management team to find a resolution
• Delivering World Class Personal Member Service professionally and efficiently, while contributing significantly to achieve department goals on contact center service objectives
• Performing various file maintenance including processing requests for a change of address, wire transfers, check orders, check by phone payments, balance transfers, Zelle transactions, and security code locks
• Exercise high-level of confidentiality in handling credit union and member records
• Demonstrating empathy to our member's needs with each interaction
• Helping members reset their online banking passwords and usernames
• Guiding members in finding our products and troubleshooting our newly launched website and phone application
• Providing additional information on one or more advanced queues, such as loans, retirement, real estate, Spanish queue, and E-services queue
• Assisting with training new team members on the different phone queues

• Assisted the operations manager in the screening, hiring, formal onboarding, managing, and training of all new hires
• Mapped out store floor for the 6-week visuals refresh which included scheduling a team, rearranging fixtures, and ordering necessary missing inventory
• Facilitated the team huddles each morning, which consisted of reviewing daily sales goals, assigning the employees for each department, and ending with words of encouragement to maintain high morale
• Collaborated with the product team from headquarters to ensure the necessary seasonal products were acquired
• Conducted year-end reviews of each employee's overall performance, strengths, and areas of improvement
• Attended monthly manager meetings to discuss sales data, employees, and opportunities for betterment

• Supervised the employees working in the front and back of house
• Explained the daily and hourly goals, and provided tools to meet these goals
• Handled more complex transactions and customer service situations
• Excelled in developing trust and rapport with employees, and able to give constructive criticism when necessary
• Demonstrated strong leadership by leading by example

• Utilized reports and trends to make executive decisions on product
• Developed excellent customer service skills, sales techniques, and product knowledge to assist in leading a team of 20 employees to drive business goals
• Trained part-time and seasonal employees in visual standards by providing the features and benefits of each product on the floor
• Assisted the back of house employees with processing product and receiving shipment deliveries
• Maintained a positive attitude while greeting each customer