Perry Mascarenas

***** ****** ***** **** ******, CA 92065

720-***-**** acps2m@r.postjobfree.com

Recruiting & Development Manager

Successful management & training professional with 10+ years progressive experience in financial services, looking

to utilize impressive skill set in a recruitment or HR related field. A history of keen decision making in recruiting, staff

development, and employee on boarding & off boarding in a call center environment. Boasting a proven & successful

track record facilitating quality learning processes and delivering high quality training; as well as conflict management

skills while promoting a positive work environment. Known by colleagues as a dynamic & strategic decision maker,

who takes responsibility for all outcomes regarding those decisions.

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Science in Business Administration

Emphasis in Human Resources and Organizational Management

Thomas Edison State College, Trenton, NJ

*Anticipated Graduation June 2015

Pharmacy Technician Training Program

U.S. Naval Hospital, San Diego, CA

Hospital Corpsman Training Program

U.S. Naval Hospital, San Diego, CA

Certifications in:

Virtual Readiness Training and Development Ultimate Secrets Training Handling the Call

Change & Functional Training Respect at Work

EXPERIENCES & ACHIEVEMENTS

CITIFINANCIAL AUTO 2000 – 2010

Providing financing for auto loans to consumers via dealerships in the United States.

Retained Bankruptcy Recovery Specialist Denver, CO May November, 2010

Successfully recovered funds owned by the company from individuals who filed Chapter 7 bankruptcy. Obtaining

payments in full, or repossession of property.

Exceeded the goal set for me by 5 out of 6 months.

Received a monetary award for developing a “Back End Collector’s Toolkit” which included all the necessary

tools to be successful as a collector, and resulted in reducing losses by 20%.

Business Trainer II Bloomington, MN & Denver, CO 2006 – 2010

As the new hire trainer for Customer Service departments, I successfully facilitated more than 80 classes for the

Auto Division. Collaborated with business contacts to pool resources and best practices. Routinely reviewed

programs to make sure updates to policies and procedures were implemented.

Reorganized the training plan, enabling the entire department to structure current training to emphasize

more of a “client experience” verses a single transaction.

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Developed a virtual readiness program within the Learning and Performance Solutions group.

Conducted the first visual impaired person’s training for the Auto Division.

Facilitated site wide training for Front End & Back End Collectors, and functional training for both Customer

Service and Collections.

Utilized courses such as Managing Conflict, Effective Listening, Essentials of Negotiation, Delegation, &

more.

Ran training focus groups to provide new hires a voice in their training program by soliciting best practices.

Developed and cultivated partnerships with clients and account managers.

Conducted reviews of training models for updates and procedural changes.

Team Lead – Dispute Resolution Center Dallas, TX 2003 – 2006

Managed executive communications with state agencies, attorneys, customers, and others with concerns regarding

the Auto Division. Collaborated closely with the corporate legal team to provide the best solutions for our clients.

Trained team members during the orientation period, and assisted them when difficult questions/situations arose.

Received two “Above and Beyond” awards during quarterly meetings as a direct result of exceeding

expectations from both agencies and executives regarding customer service and standards of loans.

Regularly negotiated win/win solutions with dealerships and customers.

Assisted with scheduling, preparation of reports, and coordinating team meetings.

Compiled and analyzed data from customer service issues to provide management team with a list of

opportunities to address and improve.

Accounting Clerk Dallas, TX 2000 – 2003

Provided auto loan servicing and customer support that included due date changes, payment processing, transaction

research, re booking of loans, answering inquiries regarding the treatment of customers, and set up Automated

Clearing House (ACH) transactions for clients.

OTHER NOTABLE EXPERIENCE

COMMERCIAL RECOVERY SYSTEMS – Client Services Liaison

BANK OF AMERICA HOUSING SERVICES – Re Marketing Manager

UNITED STATES NAVY Third Class Petty Officer: Pharmacy Technician, Food Service Manager, & Crew Member

CORE COMPETENCIES

New Hire Training Relationship Building Outstanding Customer Service Human Resources

Program Management Team Management Problem Resolution Interpersonal Communication

Performance Management Coaching Leadership Employee Relations Performance Analysis

Social Media Apple Keynote Apple Pages Apple Numbers MS Office Suite

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