Artie Schicatano
Tucson,Arizona
Summary
Results-oriented Leader with over 11 years in Customer Experience Management within high-volume settings. Expertise in relationship building, account management, and coaching teams to ensure adherence to guidelines. Committed to leveraging leadership skills to enhance performance and contribute to organizational success.
Overview
2
2
years of post-secondary education
27
27
years of professional experience
Work History
Delivery Driver
Instacart/DoorDash
Tucson, AZ
04.2026 - Current
- Delivered groceries and meals to customers efficiently and on time.
- Communicated with customers regarding order status and delivery updates.
- Assisted in resolving customer issues related to orders or deliveries promptly.
- Packed food items carefully to ensure safe transport without damage.
Sole Caregiver
Family Member
Tucson, Arizona
08.2022 - 03.2026
- Managed medication schedules and ensured compliance with health regulations.
- Provided personal care and assistance with daily living activities.
- Assisted with meal preparation and nutritional planning for dietary needs.
Mortgage Consultant/Licensed MLO
NEWREZ
Tempe, AZ
04.2021 - 08.2022
- Increased conversion rates by developing and presenting targeted mortgage solutions based on customer data analysis.
- Exceeded sales goals and improved customer satisfaction (CSAT) scores by employing attentive listening and consultative needs assessment.
- Improved client engagement and minimized follow-up delays through strict adherence to contact cadence protocols.
Licensed MLO/Home Advisor
MR. COOPER
Chandler, AZ
03.2019 - 03.2021
- Tailored loan solutions to align with client needs while adhering to policy and guidelines.
- Analyzed customers' financial situations to identify optimal product offerings.
- Cultivated customer relationships to uncover opportunities for business growth and retention.
Customer Service Manager
MR. COOPER
Chandler, AZ
01.2016 - 03.2019
- Implemented a structured coaching framework for Team Leads, directly contributing to measurable enhancement in agent performance and career trajectory planning.
- Streamlined internal communication processes, enabling rapid and accurate dissemination of critical policy changes and operational updates to leadership.
- Achieved over 98% team attendance compliance through weekly auditing and enforcement of accountability standards.
Owner/President
STADIUM CLUB SPORTS LOUNGE
Chandler, AZ
09.2006 - 12.2015
- Created proprietary staff training modules that improved skill mastery, contributing to 30% increase in overall staff retention rates year-over-year.
- Streamlined end-to-end recruitment and onboarding workflow, reducing average recruitment time by 20% while maintaining quality standards.
- Created proprietary staff training modules that improved skill mastery, contributing to a 30% increase in overall staff retention rates year-over-year.
Mortgage Servicing Manager
CENTEX HOME EQUITY COMPANY
Tempe, AZ
02.2005 - 03.2006
- Established structured performance benchmarks for Collection Specialists, enhancing portfolio performance and productivity metrics.
- Designed and executed intensive two-week new hire training curricula, improving onboarding efficiency and agent readiness for servicing tasks.
- Streamlined recruitment and interviewing processes, reducing time-to-hire for specialized servicing roles.
Loss Prevention Supervisor
BANKFIRST
Chandler, AZ
02.2000 - 02.2005
- Championed effective recruitment and high-standard hiring strategies to maintain optimal staffing levels within the loss prevention department.
- Administered structured performance management cycles, ensuring timely and fair performance reviews and corrective action plans.
- Championed recruitment and hiring strategies to ensure optimal staffing levels in the loss prevention department.
- Administered performance management cycles, facilitating timely performance reviews and corrective action plans.
Education
Associate of Applied Science - Respiratory Care
Carrington College/DeVry University
Mesa, AZ 03.2009 - 03.2011
Skills
- Operational Leadership & Performance Management: Accountability Frameworks, Coaching & Development Strategy, Contact Center Operations, Continuous Improvement Methodologies, High-volume leadership, Managing Through Team Leads/Supervisors, Performance Management Systems, Service & Sales Goal Attainment
- Process Optimization & Data Analysis: Data-Driven Decision Making, Process Implementation, Reporting & Data Analytics, Root Cause Analysis (RCA), System Enhancement Collaboration, Workflow Optimization
- Team Development & HR Functions: Cross-Functional Alignment, Employee Retention, Performance Reviews, Recruitment Strategies, Coaching framework, Talent Development
- Foundational Skills: Bookkeeping, Communication Skills, Customer Satisfaction (CSAT), Operations Management, Time Management
Timeline
Delivery Driver
Instacart/DoorDash
04.2026 - Current
Sole Caregiver
Family Member
08.2022 - 03.2026
Mortgage Consultant/Licensed MLO
NEWREZ
04.2021 - 08.2022
Licensed MLO/Home Advisor
MR. COOPER
03.2019 - 03.2021
Customer Service Manager
MR. COOPER
01.2016 - 03.2019
Associate of Applied Science - Respiratory Care
Carrington College/DeVry University
03.2009 - 03.2011
Owner/President
STADIUM CLUB SPORTS LOUNGE
09.2006 - 12.2015
Mortgage Servicing Manager
CENTEX HOME EQUITY COMPANY
02.2005 - 03.2006
Loss Prevention Supervisor
BANKFIRST
02.2000 - 02.2005