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Manager Customer Service

Location:
Sheridan, WY, 82801
Posted:
May 18, 2011

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Resume:

Nadine Gale

307-***-**** ~ abhhpl@r.postjobfree.com

Business Development Services

"Taking small business to the next level"

Professional Business Development consulting, solutions, problem solving

and planning with 12+ years corporate enterprise strategic planning

experience. Paralegal with strong administrative and organizational support

track record.

. Budget development & Cash-flow management

. Mergers & Acquisitions (M&A) & Business Valuation

. Marketing, Image & brand consulting

. Succession planning, Staffing, interviewing and hiring

. Bankruptcy management, Litigation avoidance

. Contracts & Documents, Policies & Procedures

. Customer Service, Sales & Business ethics training

. Risk portfolio, Mitigation planning, Risk data management

. Enterprise Risk Management (ERM) / Governance Risk Compliance/Control

(GRC) framework - Audit, Technology Risk Management (TRM), Sarbanes

Oxley (SOX), Project Management Office (PMO), Information Security

(Infosec), Anti Money Laundering (AML)

. Risk Taxonomy (Risk Mapping) & Asset Recovery

. Microsoft Office, Outlook, Word, Excel, Powerpoint, Access, Lotus

Notes, GRC Manager database, Quick Books

Career Experience

Owner, 3G, LLC DBA Quick Printing 2010 to

Present

Purchased small printing business and updated facility to increase

production and sales

. Manage all day to day operations

. Broker and quote prices for all commercial print clients

. Consult clients on preparing marketing plans and use of marketing

materials

Director of the Board, Child Advocacy Services of the Big Horns (CASBH)

2006 to Present

Leadership position of governing board (8-12 members) for local non-profit

service agency. Prepare agenda and lead monthly board meetings, organize

and facilitate annual Board Retreat and Training session (all day event).

. Assist with planning and review of approximately $200K annual budget

. Assisted with planning and organizing 2 annual fundraising events each

raising $16K+

. Creating and implementing strategic plan for agency

. Chairperson for Strategic and Executive committee

. Lead board and staff through resignation and hiring of 2 executive

directors

Mgr, Corp Compliance & Enterprise Risk Management, Western Union 2006 to

2010

Designed and implemented Corporate Compliance and Enterprise Risk

Management Programs for newly spun Western Union Corporation.

. Worked with 10-13 Executives to organize Risk Committees among their

direct reports

. Coordinated up to 13 risk committees to conduct enterprise-wide risk

assessments, administered database containing over 300 risk items

. Led project team (5) in creating a systematic tool for tracking,

reporting and analyzing ERM Data; incl architecture of tool, tool

development, User Acceptance testing and user training.

. Compared/contrasted 4 leading Enterprise Risk Management programs to

create framework for ERM Program at Western Union, including common

definitions, rating scales, and reporting analytics

. Established Effective Corporate Compliance Program in compliance with

US Federal Sentencing Guidelines

. Prepared ERM Reports to Executive Committee and Board of Directors

upon request

Nadine Gale (Page 2)

. Interact with various government departments that provide funding to

the agency

. Created presentations and spoke at 4+ public speaking events to raise

awareness

. Assisted in day to day operations while the executive director

position was vacant

. Attend 4+ trainings on effective board management and non-profit

development

. Recruit and train 6 new board members

Manager Western Union Corporate Compliance, First Data Corp 2005 to

2006

Maintain catalog of laws and regulations affecting Western Union

businesses. Coordinate assessment and compliance with regulations, identify

mitigation gaps.

. Work with business managers to implement projects to meet gaps in

regulatory compliance

. Document and report all regulatory compliance initiatives

. Work with members of the General Counsel's Office to implement a

knowledge management system within the department

. Assisted the Corporate Secretary's office with setting up Corporate

Governance Program prior to spin off of Western Union.

Western Union Litigation Manager, First Data Corp 2001 to

2005

Managed all litigation matters brought against Western Union including

class action lawsuits, district and federal lawsuits and small claims

matters.

. Reviewed and assessed claims, investigated and gathered necessary

documents to file a response with the court (between 60-100 cases

received annually)

. Hired outside counsel when necessary and managed all aspects of

litigation process including discovery, settlement negations, and

trial or mediation if necessary

. Oversaw and coordinated 4 class action settlements totaling over $20M

and ensured business operated in compliance with court orders

. Investigated and responded to over 250 escalated complaints and

threatened lawsuits from attorneys, law enforcement, Attorney's

General, and other state and federal agencies and consumer protection

groups and was responsible for managing and maintaining positive

relationships with regulators and agencies

. Directly managed staff of 3 FTEs

. Worked with business to minimize risk of future litigation and acted

as a liaison between business units and the General Counsel's Office

Paralegal - Risk Management and Asset Recovery, First Data Corp

1997 to 2001

Assessed collection matters to be sent to outside counsel to initiate

lawsuit. Conducted skip tracing and asset investigations.

. Team reduced losses from $1.2M annually to $350K annually

. Managed all aspects of litigation process including discovery,

settlement negations, and trial or mediation if necessary

. Worked with credit team to implement credit procedures to reduce

number of bad accounts

Education

Bachelor of Arts, Communication - Colorado State University

Paralegal Certification - Denver Paralegal Institute



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