Customer Service Quality Assurance

Artimisha Curl

Manager of Enrollment and Training

Alexandria, VA

*******************@*******.*** - 630-***-****

Seeking a challenging career that utilizes my skills in my area of competence and enriches my knowledge, and gives me a chance to be part of a team that contributes towards the growth of the organization, thereby yielding the twin benefits of job satisfaction and convenient professional growth. WORK EXPERIENCE

Manager of Enrollment and Training

University of Phoenix - Phoenix, AZ - May 2012 to December 2015

* Facilitated trainings to current and new employees on Benefits and Compensation, Open Enrollment, Merit Increases and Performance Reviews.

*Experienced in applying Human Resources Principles concepts, and practices, with a primary focus on staffing and management.

* Served as primary HR point-of-contact for my team members. Provided counseling, guidance and information to staff on policies and procedures, recruiting, training, benefits and compensation issues.

* Collaborated with human resources managers, recruiters to generate offer letters, individual employee packages and to discuss compensation decisions.

* Performed searches for qualified individuals through candidate sourcing and recruitment via computer databases, networking, internet recruiting resources, cold calls, and employee referrals.

* Developed, implemented and delivered training programs for varying levels of individuals.

* Managed and appraise internal metrics for performance tracking, providing coaching and training to enhance individual performance with the goal of exceeding performance objectives.

* Worked with Human Resource associates to perform administrative tasks such as I-9 and E-verifying new employees.

Claims Representative Trainer

United Healthcare - April 2010 to February 2012

Trained and Developed Customer Service Representatives in a call center environment.

• Developed 100% of the curriculum modules for New Hire development. Modules included: performance based objectives, assessments and instructional strategies.

• Facilitated instructor led trainings via both physical and virtual modalities.

• Initiated the innovation of a Job Aid Committee with the goal to improve the communication between multiple parties when establishing new processes.

• Innovated and implemented learning interventions that assess and identify learning deficiencies to remediate or improve employees' quality assurance requirements and performance.

• Worked as a performance consultant for management and leadership teams by communicating established timelines for new hire development, monthly development programs, and projects.

• Collaborated monthly with Quality Assurance teams to review reports and assist with the assessment of trends to identify appropriate performance solutions for employees.

• Cultivated productive relationships with management and employees by participating in job shadowing and the mentoring of new and tenured employees.

• Created synergy and opportunities within and across training to continuously improve best practices and training solutions.

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• Certified in HMO/PPO, HIPAA and Medical Plans.

Lead Loss Mitigations Analyst

Citi Financial Mortgage - March 2008 to April 2010 Co- Led a team of 12 individuals. Coached on quality assurance and skill set. Team Lead/Leadership Management Role.

• Handle customer service and call center inquiries, mortgage counseling, short sale, loan modification, collections billing questions and payment extensions in high volume call center workload within in a deadline driven environment.

• Managed corporate business Accounts from 30- 120 days past due, collection on mortgage delinquency, dealt with bankruptcies, foreclosures and loss mitigations.

• Skip traced accounts using systems such as: lexus nexus, fast data, people soft. EDUCATION

Bachelor of Science in Psychology

Arizona State University

Master of Arts in Education/Adult Education and Training University of Phoenix

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