Susan Charnholm

**** *. ******* ***

Mesa, AZ ***10

480-***-****

advmjb@r.postjobfree.com

Objective : To secure a long-term position in the professional industry where my proven abilities in customer service Facilitator, scheduling and maintaining accurate documentation while performing orientation, classes, ongoing education, training and education material, coach, and mentor, assist with 1:1 additional training needs, various administrative and high-level administrative work will be fully utilized in a team environment.

As you review my resume, you will notice gap in employment. My family and I unexpectedly lost nine family members to Covid. It started with my father Jan 1st and ended December 10th. In that year time frame, we arranged and attended nine funerals. I took some time away from my career to adjust to a "new life" or " next chapter" not sure what the correct terminology should be. I have enjoyed my time, cleared my mind and ready to jump back into the workforce!

Computer Skills Software:

●MS Project

●Adobe virtual training platform

●Zoom Meetings and training platform

●Microsoft Teams

●WebEx

●Google Suite

●Slack

●QuickBooks

●MS Word

●Outlook

●Cisco IP Communicator

●Finesse

Valor Global

December 2019-November 2021

Facilitator in Virtual Setting

●Facilitate new hires and transfers for Department of Economic Security

●Design and development training material other than material provided by DES (Department of Economic Security)

●Provide instruction for Zimbra, Slack and Cisco IP/Finesse

●Provide instruction and demonstration of various systems used as a DES Agent/Deputy

●Adapt to unique styles of adult learning to assure all material is understandable

●Call calibration to provide feedback to agents/deputy

●Quality Assurance team effort to provide feedback.

●Provide a nesting experience to allow agents/deputy to get familiar with process

Wells Fargo Dealer Services

March 2016-December 2019

Customer Service Facilitator

●Responsible for on-boarding new hires

●Provide orientation new hires and instruct system login

●Develop and continue to edit training material as a living document

●Provide 1:1 coaching for those that may need additional training

●Provide progressive training to close gap on weak areas

●Adapt to unique styles of adult learning to assure all material is understandable

●Provided training for new hires/current employees to skip trace

●If short staffed or at high volume times, would assist taking phone calls

●Occasionally would mentor employees that are being considered for management position

●Call calibration to provide feedback to all employees

●Work closely with Quality Assurance to recognize areas for improvement.

Select Recovery

December 2013- March 2016

CSR Training Facilitator/Supervisor

●Coach and mentor team/Supervisor

●Train and provide orientation for new hires

●Create and achieve training materials for

●Schedule and facilitate classes for all new hires.

●Coach and mentor team to meet goals

●Continue on-going education to promote excellent customer service.

●Create training materials for ongoing education and new hires.

●Managed staff for the call center. Able to fill in when short staffed.

●Attend seminars for team building ideas.

●Attend meetings to provide reporting for goals and orientation

●Train new hires and staff on skip Tracing and research to locate debtors.

●Share inventive skills for research on using technology and social media to advantage.

●Instructor to financial institutions to share skills and research in locating.

●Adapt to unique styles of adult learning to assure all material is understandable

Allstate Recovery

April 2012-November 2013

Office manager/facilitator

●Responsible for on-boarding new hires

●Provide orientation new hires and instruct system login

●Develop and continue to edit training material as a living document

●Provide 1:1 coaching for those that may need additional training

●Provide progressive training to close gap on weak areas

●Adapt to unique styles of adult learning to assure all material is understandable

●Skip Tracing to recover units or information leading to recovery units. Was able to cross reference information to locate units on a timely basis.

●Completed Condition Reports on all units brought onto the facility.

●Recovered vehicles from Police Impound

●Provided customer service to our banking clients. Provided updates on accounts, reviewed possible locations with the recovery department.

●Assisted in the field with camera car to locate units/information. Also, would speak with the public to attempt to receive information for the location of individuals or units.

●Responsible for using software such as Master files to complete extensive search to obtain information locating units.

Gila River Healthcare

Facilitator/Project manager

June 2010-April 2012

●Knowledge of applicable federal, AZ State, GRIC tribal licensing and local building codes, Healthcare, infection control and regulations.

●Knowledge of ICRA requirements and approval process.

●Knowledge of Joint Commission requirements and guidelines. Inspect jobsite to assure the Joint Commission statements of conditions are maintained.

●Familiar with cultural sensitivity within the community. Established a rapport with community members and co-workers.

●Facilitate cultural, safety, and infection control classes for subcontractors

●Ability to utilize effective communication to positively influence a variety of audiences.

●Responsible for assigned project’s documentation according to the Project Directors criteria, time, budget, and quality.

●Ensured General Contractors compliance with contract documents and took necessary corrective action to ensure objectives

Asset Recovery Bureau

October 2005-April 2010

Office manager and facilitator

●Responsible for on-boarding new hires

●Provide orientation new hires and instruct system login

●Develop and continue to edit training material as a living document

●Provide 1:1 coaching for those that may need additional training

●Provide progressive training to close gap on weak areas

●Skip Tracing to recover units or information leading to recovery units. Was able to cross reference information to locate units on a timely basis.

●Completed Condition Reports on all units brought onto the facility.

●Recover vehicles from Police Impound

●Provided customer service to our banking clients. Provided updates on accounts, reviewed possible locations with the recovery department.

●Assisted in the field with camera car to locate units/information. Also, would speak with the public to attempt to receive information for the location of individuals or units.

●Responsible for using software such as Master files to complete extensive search to obtain information locating units.

SouthWest Pipeline Inc

May 1999-September 2005

Project Coordinator

Achievements:

●Able to work from home for five years

●Ability to be very self-motivated

●Able to multitask including working and being home with my children

Responsibilities:

●Scheduling of projects with estimator

●Obtaining materials for jobsites

●Provide insurance certificates, work orders and changes to general contractor including any new information

●Closing jobs i.e., warranty letters and billing

●Scheduling any repairs needed for all equipment and making sure they are maintained

Prudential Insurance Company Scottsdale, Arizona May 1990-November 1999

Customer Service Supervisor/Agent/Claims/Underwriting/collections

Achievements:

●Started in the mail room and was able to build my career quickly within the company.

●Ability to be very self-motivated

●Able to multitask between customer service and underwriting policies.

●Completed series 6 Life insurance course and passed the test.

●Obtained personal insurance license.

●Extensive training in customer service. Was awarded best customer service agent 5 years. Eventually became customer service manager. Also was requested to construct a training class and continuing education for customer service employees. Became a customer service mentor for new and existing employees

Responsibilities:

●Inbound calls from policyholders to answer questions regarding insurance policy.

●Adding additional coverages needed with new purchases or changes in lifestyle.

●Provide insurance certificates, verification of coverage, submit claims, approved policies from field agents.

●Closing jobs i.e., warranty letters and billing

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