Client Services Manager Global Audit & Compliance resume example with 13+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
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.
Skills
Jessica Claire
PROFESSIONAL SKILLS
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
Experience
02/2017 to 07/2020
Client Services Manager/ Global Audit & ComplianceAmerican 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 ManagerPremiere 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 TrainerRyla 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 ManagerRyla 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, GPA:
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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