Customer Service Manager
Resume:
Kerry Breissinger
*******@*****.***
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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