Customer Service Manager

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

Tempe, Arizona ***** 480-***-**** **********@***.*** Thomas Brian

Barnella

Objective Continuing my career within the financial and/or

staffing industry. I have over 14 years of

progressively responsible experience in the

recruiting industry and I am seeking an opportunity

to create strong and efficient workforces for my

employer.

Experience 2010-present Accountants International

Phoenix, AZ

Recruiter

Perform full-cycle staffing for national contracts

with several large financial services

organizations. Responsible for rapid response and

placement of mortgage underwriters, processors and

funders. I also work closely with a large group of

collections and call center associates within the

Phoenix market.

Build applicant database by cold-calling, internet

searches and networking to expand Accountants

Internationals presence in financial services arena

outside of accounting. Consistent high level

communications to maintain and build strong

reputation as a supplier of choice for numerous

financial organizations.

Present applicants on a variety of possible

positions by offering non-traditional workweeks,

part-time and full-time positions as well as

temp-to-hire possibilities. Tasked with quickly

building trust and rapport with job seekers and

creating additional revenue opportunities for the

organization. Large focus on pipelining and lead

generation.

2008-2010 Bank of America

Phoenix, AZ

Credit Analyst III, AVP

Top Performer in the Phoenix office, utilizing an

effective blend of communication and investigative

skills to determine early signs of financial

stress. Detailed utilization of credit reports,

account activity and other factors to fully

understand each client's specific situation.

Provide individualized solutions to clients who

have expressed financial stress, including reduced

payment plans and debt management services.

Maintain strong relationships with clients while

building the business when appropriate by offering

additional service opportunities or products.

Exceeded standards for quality and productivity, as

well as creating and communicating "best

demonstrated practices" techniques to assist

associates with attaining their goals. Consistently

utilized as a peer coach and mentor to associates

in need of improvement.

2005-2008 Bank of America

Phoenix, AZ

High Volume Recruiter, AVP

Top Performer for three years in the Phoenix HVS

group. Achieved 167% of hiring goals for the 2008

campaign. I was responsible for the growth of the

Phoenix Online Banking group from 12 associates to

467 within 18 month timeframe. Regularly working

with applicant pools as large as 1500 per month for

roles in call center, banking center, executive and

IT roles.

100% Manager Satisfaction for entire career with

High Volume Staffing. Consistently high scores in

measured metrics including internal and external

applicant satisfaction, class fill rate, 90-day

retention and diversity requirements.

Effective utilization of referral programs, online

search capabilities and HR tracking systems

including Taleo, Kenexa and others. I have

extensive experience in applicant assessments and

pre-employment testing and paperwork with 100%

compliance throughout my tenure.

2004-2005 RW Lynch Mesa,

AZ

Recruiter

Exceeded all hiring goals with RW Lynch, including

attorney, IT, management and inside sales

representative positions. Extensive experience with

online search boards and techniques to attract and

retain the best employees.

Created effective and ongoing recruiting practices,

including utilization of exit interviews,

behavioral-based interview questions and

reward-based referral programs.

Created and maintained applicant tracking database

for the organization, allowing for increased

effectiveness and efficiency in finding and hiring

the best advertising salespeople in the market.

Improved "time to hire" from 60-90 days to less

than 30 days in less than 6 months.

1996-2004 JPMorgan Chase.

Tempe, AZ

Hiring Coordinator/Team Manager

Completed full-cycle staffing for 180+ positions

per quarter for Chase's US and Canadian call

centers. Consistent high achievement in hiring for

a multitude of roles including collections,

customer service, sales, fraud prevention and

investigations. Strong business acumen for each of

these areas, allowing for diverse assignments and

adaptability.

Received company's highest award 2003, Chase

All-Star.

Created and maintained corporate tracking system,

communicated individual applicant decisions and

feedback while also maintaining the highest degree

of professionalism and tact. Administer

behavioral-based interviews and judge applicant's

responses, ultimately making the final decision on

an offer or decline.

Education 1991-1993 Arizona State

University Tempe, AZ

Two Years towards B.S., Zoology

Certified in adult-learning technique and

facilitation.

Currently studying for PHR certification. Testing

June 2010

Skills Word/Excel . Outlook/e-mail .

Kenexa Assessment Processing

Click2Staff . Taleo . AON assessment

proctoring

PowerPoint . Visio .

Corporate Security Portal

Contact this candidate