Client Services Manager Global Audit & Compliance resume example with 13+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -

Focused Client Services Manager and Senior Internal Compliance Auditor with the accomplished ability to work both independently and as a team member to successfully meet and exceed compliance requirement project goals. Experienced in vendor management risk assessments, management controls, audit planning, conducting financial, field, contract and compliance-based audits. Skilled at developing creative solutions to improve revenue, ensure compliance and manage costs. My strong operational understanding establishes standardized processes to ensure efficiency and productivity during major changes.

  • Jessica Claire
  • Risk management and assessment
  • Solid record managing vendor/client partnerships
  • Process implementation
  • Process and controls management
  • Project Management
  • SOW Management
  • Multi-site management
  • Conflict resolution strategies
  • Excellent communication skills
  • Staff and leadership development
  • Tracking and documentation
  • Effective collaboration with cross-functional teams
  • Sigma Lite certified
  • Calibration, Quality
  • Call center, Quality assurance
  • Coaching, Reporting
  • Excellent communication, Risk management
  • Conflict resolution, Sigma
  • Clients, Strategic
  • Client, Telecommunications
  • Customer service
  • Customer care
  • Customer support
  • Disaster recovery
  • Documentation
  • Functional
  • Information security
  • Leadership development
  • Legal
  • Managing
  • Managerial
  • Meetings
  • MSA
  • Payroll
  • PCI
  • Policies
  • Processes
  • Project Management
  • Client rapport
  • Business services support
  • Mentoring and coaching
  • Customer retention
  • Project facilitation
  • Client education
  • Report creation
  • National account management
  • Key account development
  • Profit and revenue-generating strategies
  • Multidisciplinary team leadership
  • Rapport and relationship building
02/2017 to 07/2020
Client Services Manager/ Global Audit & Compliance American Title Inc Omaha, NE,
  • Provided audit education, verification, inspection and guidance to determine whether operational customer service activities are compliant with client CAP, information security measurements in accordance with the MSA, SOW and CPNI, PCI guidelines.
  • Collected and analyzed data to detect deficient controls, duplicated effort, or non-compliance to the policies.
  • Developed and tracked remediation processes of all non-compliance items.
  • Participated in regular calibration sessions with clients to ensure integrity of audits against key internal control objectives.
  • Provided monthly/quarterly reporting to client base including sample sizes, samples audited, audit results, root cause analysis of pass/fail results and trends.
  • Lead team of onshore and offshore auditors in a matrixed environment with direct and indirect reports.
07/2015 to 02/2017
Client Services Manager Premiere Global City, STATE,
  • Managed client contract compliance across 12+ call center sites globally.
  • Travelled to client sites, both domestic and international, to inspect contractual, legal and operational standards regarding quality, training, equipment training, IT, facilities, central identity management, PCI, and business continuity/ disaster recovery plans.
  • Facilitated weekly and monthly meetings with cross-functional teams of above-mentioned departments to ensure process alignment.
  • Owned and maintained tracking repository in accordance with compliance process and controls for weekly/monthly/quarterly audit results, action plans, and performance across multiple departments.
  • Presented trending analysis of audit results and action plans for improvement to stakeholders.
09/2009 to 07/2015
New Hire Employee Trainer/ Continuing Education Trainer Ryla Teleservices/Alorica Inc City, STATE,
  • Instructed and facilitated new hire and managerial training for three customer service support centers in Southeast and Midwest regions.
  • Instructed continuing education requirements for employees.
  • Facilitated quality assurance coaching and calibration sessions with employees and managerial staff for two customer support centers in the Southeast.
  • Developed and implemented training curriculum and testing tools that measured material comprehension.
05/2007 to 09/2009
Team Manager Ryla Teleservices City, State,
  • Managed day to day operations of 25+ telecommunications customer care representatives.
  • Provided coaching and feedback through quality monitoring sessions.
  • Managed strategic and tactical processes to include customer NPS, call center queue SLAs, schedule adherence, payroll, etc.
  • Conducted weekly huddle meetings to discuss KPI's, new information, and required continuing education training.
Education and Training
Expected in 06/2000
Associate of Applied Science: Business Administration
Allentown Business School - Allentown, PA,
Activities and Honors

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Resume Overview

School Attended

  • Allentown Business School

Job Titles Held:

  • Client Services Manager/ Global Audit & Compliance
  • Client Services Manager
  • New Hire Employee Trainer/ Continuing Education Trainer
  • Team Manager


  • Associate of Applied Science

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