Maggie Smith

About Maggie Smith

Experienced Call Center Quality Specialist who exhibits a professional demeanor and…

Experience

1. Operations Business Analyst

   Sandia Area Federal Credit Union

   Jul 2023 — Present · NM, US

   As the Operations Business Analyst, I assess current business processes and continuously look for opportunities to improve. I partner with leaders and Subject Matter Experts to develop, refine, and improve process/work flows. I support all areas of the Credit Union and lead multiple initiatives at a time. I perform continuous review and analysis of data to improve processes resulting in an improved member experience and team efficiency. I act as an ambassador and leader in contributing to the development of a continuous improvement culture and mindset.• Work with Chief Operating Officer to identify, assess, plan, and track initiatives with autonomy.• Collaborate with Subject Matter Experts (SMEs) on problem identification and resolution; improvement to business processes, and implementation of changes or new services/systems.• Translate highly complex steps into easy-to-understand directions with the goal of ensuring employee comprehension and efficiency. Determine an effective structure and layout for documentation.• Monitor feedback on procedural material and address questions or concerns as appropriate. Analyze data from member/staff surveys and proactively consults with leadership to learn where there are gaps in knowledge and improvements to be made.• Solve complex process problems. Review the member/employee feedback and audit exceptions to perform root cause analysis and determines if there is a process breakdown; recommend corrective action plan, write the new/updates process and assists with the implementation.• Conduct ongoing focus groups with stakeholders, and applies findings to process improvements.• Coordinate the review and approval of all related materials prior to implementation.• Diagnose member issues, and work with a high level of urgency to diagnose and resolve issues, coordinating with business units, and vendors as necessary.