Customer Service Sales

COLLEEN L GRIFFIN

*****************@*******.*** 404-***-**** 4411 Weston Drive Lilburn, Georgia 30047

SUMMARY

Operations Leader with 20+ years of increasingly high-profile supervisory experience. Consistently

successful in improving productivity, cost containment and staff engagement through decisive and

transformational leadership. Recognized for deep commitment to superior customer service and inspiring

same core value in teams. Valued provider of advance training and coaching that results in the retention

of top performing talent. Demonstrated ability to perform efficiently against tight deadlines, establish clear

lines of communication and remain diplomatic in difficult situations.

PROFESSIONAL EXPERIENCE

Human Assets South – Buford, Georgia October 2012 to Present

NAPBS accredited Employment Background Screening Company

Research Specialist

Experienced human resource specialist in the employment screening industry, providing hiring authorities

with exceptional customer care, optimal turnaround time and the highest quality of information throughout

the United States. Consulted and applied background screening industry knowledge for the National

Association of Professional Background Screeners accreditation process. Responsible for ensuring

organization efficiency in service delivery of professional references, employment verifications, criminal

records research, credit reports, driving record histories, drug testing results and fingerprinting services.

Reviewed and revised existing policies and procedures necessary for the successful implementation

of industry accreditation review

Created new and revised existing job descriptions and affidavits, employee instructional manual,

information security policy, consumer privacy policy, client certification forms, vendor agreements,

disclosure and release forms, adverse action letters and other needed documents and forms required

to meet accreditation standards

Reviewed and disseminated criminal record results for clients clarity and ease of understanding

Followed the Fair Credit Reporting Act as it applies to Consumer Reporting Agencies for all

information found in a consumer report, most specifically to criminal records

Vericon Resources, Inc. – Norcross, Georgia August 1996 to September 2012

1

Global Leader in Employment Background Screening Service

Senior Manager of Record Services

Charged with leading training, business process development, quality control of services, and system

utilization for conducting criminal record searches, credit reports, driving records and data base searches.

Established performance indicators, operating goals and productivity improvement programs that

consistently improved output, quality and customer satisfaction. Implemented and managed internal

record search operation initiatives. Ensured federal and state Fair Credit Reporting Guidelines were

applied to services results prior to delivery. Acted as the subject matter expert and liaison between staff

members and clients.

Composed database usage guidelines for the National Association of Professional of Background

Screeners adopted industry-wide

Negotiated cost and terms of contracts with companies service vendors

Acted as the subject matter expert and liaison for the Fair Credit Reporting Act guidelines and

dissemination of information of criminal record results between the customer service staff and

company clients

Ensured Fair Credit Reporting Act compliance was applied to results prior to delivery of background

check reports to clients

Integrated strategic plans that created a high volume errorless production

Researched and analyzed new and existing services for company usage

Drove production efficiencies by transitioning process from manual-based to electronic-based

operations

Responsible for interviewing, hiring, training, discipline and performance evaluations of departmental

staff

Recognized for creative problem resolution for client services, operations management and staffing

needs

Records Process Manager – Promoted to Director of Records Services 2005

Team Leader – Promoted to Records Process Manager 1999

Investigative Specialist – Promoted to Team Leader 1997

Daniel/Pappadakis – Atlanta, Georgia June 1996 to August 1996

CPA Firm

Executive Assistant

2

Provided administrative support to President of company.

Coordinated and managed calendar for meetings and travel

Prepared financial documents for clients

Maintained client files and documentation

Managed special projects as assigned

Muzak, LLC – Atlanta, Georgia May 1994 to June 1995

Commercial Sound Systems

Executive Assistant

Provided administrative support to the Vice President of Sales of the Atlanta office.

Prepared sales reports, presentations and other correspondence related to the sales department

Coordinated schedules of team member to plan for meetings, special events and appointments

Responsible for management and distribution of marketing material

Managed heavy phone calls for sales and customer service

DayStar Temporary Services – Atlanta, Georgia March 1992 to May 1994

Employment Staffing Agency

Staffing Associate

Recruited and staffed temporary and permanent positions

Interviewed, tested and reviewed resumes and applications for potential placement of employment

Utilized effective cold calling techniques to obtain new clients

Reviewed and processed weekly time cards for payroll for temporary staff

Scheduled and managed temporary staffing needs of various clients

Vericon Resources, Inc. – Norcross, Georgia September 1989 to March 1992

Global Leader in Employment Background Screening Services

Investigative Specialist

3

Verified employment and education for a portfolio of accounts

Developed client relationships, earning trust and credibility

Provided detailed explanation of reports to clients

PROFESSIONAL & CIVIC AFFLIATIONS

Member, National Association of Professional Background Screeners (NAPBS)

Volunteer, Girl Scouts of Greater Atlanta

TECHNICAL SKILLS

Microsoft Word, Excel, Power Point and Publisher

Lexis Nexis Products

Applicant Tracking Systems

4

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