Marc Keller Email & Phone Number

 Created and manages Corporate Compliance Department for 7 site, 5000+ seat contact center specializing in financial and telecom programs. Created and manages centralized hiring processes and oversees talent management. Instrumental in the successful completion of SSAE 16 Type II audit and manages ongoing SSAE 16 compliance. Ensures compliance with all corporate, client and regulatory processes. Implemented and manages internal audit programs across organization. Successfully partners with clients and 3rd Party Vendors to conduct and remediate audits and reviews. Trains and manages all corporate legal and regulatory matters, including but not limited to EEOC, FTC, FCC, TCPA, FDIC and FDCPA. Manages corporate non-compliance and corrective/preventive actions programs. Creates and manages documentation of corporate procedures and policies. Created and manages platform for standardizing corporate procedures and processes and for recording and managing non-conformances.

 Managed group of 30 customer representatives to ensure remittance of financials to numerous Fortune 500 companies Ensured team productivity, monitored workload and ensured quality and standards Ensured identification and research of account discrepancies Handled escalated client issues and created solutions for resolution in a timely and efficient manner Managed month-end system close out procedures to ensure accurate and timely completion of all processes and procedures Managed validation of payment data Developed and implemented policies and procedures to maximize efficiencies and eliminate redundancies

 Created platform for standardizing corporate controlled documents (Standard Operating Procedures (SOPs), Policies and Work Instructions) and recording non-conformances. Authored, implemented and trained internal corporate compliance controlled documents (Document Control, Privacy, Record Control, Non-Conformance/Correction and Preventive Actions (CAPA) Processing, Internal Risk Assessment, Compliance Audits, Good Documentation Practices)  Trained organization and partnered with client contacts on Federal and State Do Not Call (DNC) Registry requirements and implemented electronic DNC reporting platform to ensure compliance and safe harbor Integral member of ISO certification team – authored corporate quality manual, participated in ISO certification preparation and audits, partnered with ISO registrar in multiple locations, participated in ISO surveillance audits, documented internal processes associated with ISO certification, identified, trained, mentored and monitored internal ISO auditors, presented state of corporate quality system to senior management quarterly Created and managed internal risk assessment initiative which determined annual internal audit schedule Managed internal compliance audit process, drafted audit reports and managed related non-conformances and CAPAs

 Acted as liaison between client and organization Managed multiple inbound and outbound pharmaceutical and consumer affairs accounts Ensured that the development, implementation and management of programs satisfactorily met or exceeded client objectives, goals and expectations Established and documented clearly defined program strategies, objectives, parameters and tactics for each operational area to utilize in program implementation Drafted proposals and cost estimates Managed program/client-related budgets and billing processes Developed, prepared and generated program reports Oversaw and provided guidance and direction to Call Floor Management team Provided program training for teleservices representatives Supported quality assurance through monitoring, coaching and counseling Worked closely with systems teams to design, test and deliver custom or out-of-the-box system solutions and Interactive Voice Response Systems (IVRS) to meet program needs Identified and implemented new program opportunities with existing clients Participated on corporate committees geared to accomplish strategic initiatives Interviewed and hired administrative staff Prepared and communicated employee evaluations for direct reports Managed staff payroll Mentored direct reports

Juris Doctor, Law

B.A., Political Science