Customer Service Human Resources

Keisha Mumford

**** ********* **. 317-***-****

Indianapolis, IN 46250 *********@*****.***

Summary of Qualifications

Natural ability to communicate with individuals from diverse populations

Strong commitment to serving others

Skilled at delivering presentations in a group or class setting

Professional Accomplishments

2011-Current, Training Specialist, IUPUI

Deliver training to the Indiana Department of Child Services (DCS) staff throughout the

State of Indiana

Serve on various project groups to participate in the development of instructional material

Manage classroom to ensure that the curriculum is thoroughly facilitated and that

participants stay engaged

Address any challenging behaviors during training sessions to create a comfortable learning

environment

Act as a liaison between new workers and human resources to ensure that all required

training is completed

2007-2011, Department of Child Services, Family Case Manager 2-Assessor/Intake

Specialist

Protects children from further abuse or neglect and prevents, remedies, or assists in solving

problems that may result in abuse, neglect, exploitation, or delinquency of children.

Investigate reports of abuse and neglect and make determination of whether or not the

incident is substantiated or unsubstantiated

Assess level of risk to the child for additional injury or harm including whether the child is

in imminent danger

Recommend removal from the home as the situations warrants

Determine treatment plans for children and families based on needs assessments

Make recommendations and testify in court concerning the needs of families and children

Facilitate Child and Family Team Meetings by partnering with families to develop a plan

for the family and children

Develop plans with families and children in the home to divert children from the

Juvenile Justice System

Maintain case files

Respond to emergency after hours calls

Discuss allegations of abuse and/or neglect to determine if concerns meet legal sufficiency

2002-2007, Retirement Benefits Counselor, Public Employees’ Retirement Fund

Retirement benefits administration organization providing benefits to those who choose

careers in public service

Educated employees of local government (state, city, county and municipalities) on

options for retirement

Explained and assisted with completing the application for retirement packet

Determined eligibility for retirement, disability, and survivor benefits

Calculated estimate of benefits

Assisted with facilitating group pre-retirement workshops throughout the State of

Indiana

Oversaw management of weekly report to department manager by collaborating

with peers regarding workload

Represented department on building remodel committee

Served on various project teams throughout tenure such as system enhancements

and procedural manual

1995-2001 The American Funds Group, Indianapolis, IN

Sr. Shareholder Account Representative

Subject Matter Expert (Trainer)

Technical Resource

Shareholder Account Representative

General Office Assistant*promoted in only 8 months

One of the nation’s oldest mutual fund families with more than $900 billion in assets

under management.

Facilitated new and intermediate associate training

Acted as helpdesk contact for internal associates and QAP for outgoing

correspondence

Coached and motivated customer service associates to improve and enhance

telephone skills

Communicated with brokers and shareholders that came into local office

Responded to both written and telephone inquiries from financial advisors, plan

administrators, and shareholders including processing transactions

Conducted research on accounts utilizing organizational guidelines and problem

solving techniques

Worked with training department to update and develop training documents

1994-1995 Teller, Peoples Bank and Trust Company, Indianapolis, IN

Handled customer transactions with confidentiality and discretion

Cross sold banking products

Coordinated and maintained supplies for branch

Maintained professional demeanor and appearance at all times

Education

B.S. Business Administration, Indiana Wesleyan University, Indianapolis IN

A.S. Business, Indiana Wesleyan University, Indianapolis IN

Certificate in Human Resources, IUPUI, Indianapolis

Certificate in Human Services, Indiana Wesleyan University, Indianapolis IN

Certified Forensic Interviewer (Finding Words Indiana 2008 and 2012)

Community Service

Clinical Associate on Crisis and Suicide Line, Mental Health America of Marion

County), 2006-2008

Sisterfriend (Mentor), Indianapolis Birthing Project, 2003-2005

Contact this candidate