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Customer Service Manager

Location:
Texas, United States
Posted:
December 29, 2015

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Resume:

Kerry Breissinger

954-***-****

acsx2h@r.postjobfree.com

Summary

Senior level HR generalist with expertise in managing the full portfolio of human resources responsibilities.

Finance manager with a broad range of accounting and analytical duties, including budgets and strategic plans.

Customer Service executive to include call center management.

Experience

BMP & Assoc. LLC May 2011– Current

Houston, Texas

HR/Training/Change Management

Privately Held; 201-500 employees; Man Camp, Cabinet and Countertop Manufacturer

Developed and delivered soft skill training

Recruited employees: skilled trades, administrators, sales, accounting

Created Human Resource Manual, Employee Manual, New Hire Package, and Backup Emergency Policy

Increased profitability by $ .7 million the first year through the implementation of changes in materials management and operating procedures

Counsels, mentors, and trains manager and supervisor level staff on the interpretation and administration of Human Resources policies.

Managed and Administers Human Resources policies and procedures as they pertain to employees.

Implemented guidelines for handling, and managing employee relations issues.

Assists with employee counseling, discipline, and grievance handling.

Launched a measurement process to track productivity and customer satisfaction of employees.

Developed customer satisfaction surveys to target key areas for training and improvement.

Partners with management to ensure strategic HR goals, policies, and programs are aligned with business initiatives.

Focus Merchant Services January 2007 – May 2011

Houston, Texas

Senior Risk Manager

Privately Held; 100-199 employees; Credit Card Processor (Direct ISO)

Managed risk and underwriting departments including initiating process and procedures

Managed risk levels for banking portfolio and ensuring there are no financial losses

Directed all compliance initiatives and mandates from Visa, Master Card, Discover, and our partner bank to ensure that the business unit meets all compliance standards

Ensured that merchants met the PCI Security standards

Assisted in the implementation of Sarbanes Oxley initiative post 9/11with audit

Created and present all training materials for sales as relates to risk and credit

Developed, deployed and monitored company-wide performance appraisal process

First Data Corp. April 2002– December 2006

Coral Springs, Florida

Credit Manager

Publicly Held; 33,000 employees; Global Payment Processing Company

Managed compliance in all areas of AML, (Anti Money Laundering) BSA, (Bank Secrecy Act) and FCRA (Fair Credit Reporting Act).

Validated risk levels for bank to ensure no financial losses

Managed the process flow for all incoming applications to ensure correct financial, compliance levels met, while still maintaining an appropriate time frame for approvals

First Data Corp. Chase Division April 2001- April 2002 Coral Springs, Florida

Training Director

Created training for compliance in all areas of AML, (Anti Money Laundering) BSA, (Bank Secrecy Act) and FCRA (Fair Credit Reporting Act).

Developed and maintain training modules for Customer Service, Client Retention, and Compliance

Trained over 400 associates in courses related to Quality Improvement, Successful Supervision and Customer Satisfaction.

Researched and implement training systems, software and e-learning solutions

Delivered training in various classroom formats, using relevant training materials such as texts, handouts, class exercises or assessment tools

Updated and revised course content and teaching methodology in order to maintain currency and relevance

Education

University of Massachusetts Amherst, MA 1985

Florida Institute of Technology Pembroke, Pines FL Flight School 1995

Certifications

First Leaders graduate from First Data Merchant Services

Change Management Certified from ATD

Visa Business School for Bankcard Management

Microsoft Network Solutions

Productivity Point International “Train the Trainer”

ASTD Training and Development

Notary Public exp. 4/2019

Membership / Affiliations

Current member of International Association of Financial Crimes investigators

Association of Training and Development ASTD

Business Women of America Coral Springs, FL Chapter

Notary Public



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