Vanessa Schultz
Members First Credit Union
Bay City,MI
17
years of professional experience
Work History
Contact Center Consultant II
5 Years 5 Months- Resolved complex member inquiries across phone, email, and chat channels while maintaining accurate records and service quality.
- Advised members on deposit, lending, and account options using clear credit union product knowledge.
- Escalated sensitive issues to appropriate teams, ensuring timely follow-up and member satisfaction.
- Documented interactions in contact center systems, supporting consistent account handling and audit readiness.
- Handled loan applications and financial counseling appointments over the phone.
- Managed industry-standard call handle times while consistently meeting referral and education quotas each month.
- Maintain effectiveness during high-stress situations.
- Trained and onboarded new employees to meet role expectations.
- Certified Financial Counselor.
- Attending the Aspiring Leadership Program
Sales
8 Years 10 Months- Increased revenue
- Responsible for customer counts
- Upgrade and renew services
- Billing
- Exceed quotas
- Reports converted to Excel
- Train new employee
- Traveling
- Event planning
- Customer Retention
- De-escalation calls for sensitive situations
- Referral program
Shift Supervisor
2 Years 10 Months- Serve-Safe Certified
- Food prep
- Money handling
- Cleaned
- Assessed inventory
- Closed out cash registers
- Counted down drawers
- End of shift or opening shift duties
Education
High school diploma - General
- General
Some college coursework completed in
Skills
Communication (10+ years)
Typing (10+ years)
Cash handling (10+ years)
Customer service (10+ years)
Microsoft Office (10+ years)
Call center (8 years)
Cold Calling (8 years)
Customer retention (8 years)
Timeline
Contact Center Consultant II
Members First Credit Union
05.2021 - CurrentRead More
Sales
SpeedConnect
03.2012 - 01.2021Read More
Shift Supervisor
KFC/Taco Bell
05.2009 - 03.2012Read More
Saginaw Valley State University
from General
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Western High School
High school diploma from General
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