BERNARDINE CRISP TRAINING AND COMPLIANCE MANAGER CALL CENTER HOME 909 948 9813 CELL 909 518

4760

PROFESSIONAL EXPERIENCE I have over 18 years experience in customer service. I have a strong work ethic and possess the ability to provide outstanding customer service, which has been recognized, not only in the public sector, but by two United States Legislators. I possess an extensive knowledge of collection laws and policies. Ive composed creative and attractive recruiting advertisements for traditional venues such as newspapers and job fairs, and for newer resources such as the Internet. Some of my key skills include screening, interviewing, training and development of Management, Account Representatives and Clerical personnel for the collection center with a combined workforce of more than 200 employees. I have strong organizational and time management skills, enabling me to exceed my performance expectations and meet firm deadlines. I began my professional career with GC Services L.P. as an Advanced Assistant Manager Trainee in Alhambra, California in 1996. My strong understanding of collection laws and techniques and my training ability led me to be promoted to Supervisor and then to Training and Compliance Manager in GC Services Los Angeles National Service Center. I have traveled to several other offices within the company to assist with the hiring and development of new collection personnel. I thrive in a call center environment and have been recognized for my ability to train and develop personnel. Responsibilities: Recruitment, orientation, training and development of staff by utilizing the training material for each specific job. Creating new training material to enhance the knowledge of staff and meet the needs of the client, which included but not limited to: LA Superior Courts Traffic collections, Bank of America, Citibank, DISH, Sprint, American Express and the Los Angeles Times Conducting workshops for management that included Leadership for Results and ELearning as well as Management Development Program. Implemented any new procedures that were required and followed through to sure they were utilized. I reviewed accounts to ensure they were worked and in compliance according to client and company policies. Responded to formal complaints received from the Better Business Bureau and Attorney General. Worked closely with each client to guarantee they received outstanding service. I managed 4 departments which included: Training/Compliance, Court Services, Court Help Desk and Collection Support. SPECIAL FIELDS OF KNOWLEDGE: Strong knowledge of Customer Service and resolving complaint issues Strong knowledge of collection policies Training and development of Customer Service Representatives and Managerial staff

EMPLOYMENT HISTORY: GC Services Limited Partnership Training and Compliance Manager Training Manager Training Supervisor Advanced Assistant Manager Trainee National Revenue Corporation Training Manager Recruiter Compliance Manager Nationwide Credit Training Manager Compliance Manager EDUCATION TRAINED UNDER ACA/UCA TRAINING PROGRAM SAWYER BUSINESS COLLEGE, POMONA, CA CERTIFICATION TRAIN THE TRAINER CERTIFICATION SUPERVISE FOR SUCCESS ELEARNING ADMINISTRATOR FACILITATOR FOR LEADERSHIP FOR RESULTS AWARDS TOP GUN AWARD FOR HAVING LOWEST TURNOVER IN THE WESTERN DIVISION AWARD FOR INNOVATION IN TRAINING 1996 2013

1995 1996

1990 - 1995

References: Meagan Conway Margot Leurig President HR and Legal Counsel 713 806 4363 VP Third Party Operations 626 851 8333