Customer Service Manager

KEVIN R. PILON

**** **** **** *****, ***** George, Utah 84770

Email Address: *******@*****.***

Mobile Phone: 435-***-****

Anxious to relocate!

PROFESSIONAL PROFILE

20+ years of extensive, executive operations management experience in organizations;

contributing to firms' growth by executing business strategies using strong decision making

abilities. Strong background in finance, consumer and commercial lending, sales management

and human resources career. Continuous progressive career growth with concentration on

customer service, team building, business start up development and human resources processes.

Excellent interpersonal skills, coalition building, and collaborative partnerships. Possess

outstanding professional communication skills including written, verbal and observation; together

with persuasive negotiation abilities with employees, clients and vendor interactions.

Proven ability to function in fast paced, high-pressure along with ever changing environment,

effectively interacting with all levels of support staff, management and customers. Willing to

relocate.

EXPERIENCE:

Financial Operations Director Nov. 01, 2011 to Jan. 31, 2013

Acting HR Manager

Sun River Group, LLC

249 E. Tabernacle St., # 203, St. George, Utah 84770

Supervisor: Sharon Kern, Owner / President, 435-***-****

Financial Operations Director position:

DEVELOPED AND SPEARHEADED THE STARTUP AND DEVELOPMENT OF NEW BUSINESS.

As Business Operations Manager I held the primary leadership and managerial role in all aspects

of business development, product/service development, direct marketing strategies and revenue

generation. DIRECTED THE DAY-TO-DAY OPERATIONS from office management to P & L

oversight. Established revenue goals and thoroughly researched niche markets which extended

our growth dramatically. While aggressively implementing cost cutting and overhead reduction

plans.

ENSURED ALL CONSUMER & COMMERCIAL LOAN UNDERWRITING GOALS and service

level commitments are met within established guidelines. Overall loan approval authority up to

$500,000 and complete oversight of staff loan officers. Evaluate credit reports, risks, and work

with high-risk borrowers. REGULATORY OVERSIGHT on consumer lending laws. Established a

compliance team in charge of programs related to Community Reinvestment Act, fair lending, and

consumer regulations.

CONTRIBUTED TO THE STRATEGIC GOALS AND FINANCIAL PLANNING and defined financial

objectives and P&L budget responsibility. Put into operation training of new products and systems

that increased our menu of services and expanded our market base. In the absence of the legal

department, worked independently with contract legal firms to complete foreclosure, recovery,

retrieval and more. DEFINED FINANCIAL OBJECTIVES for the organization which increased the

revenue growth of the business. Delivered month-over-month revenue growth of 8-14% by of

development of customized consumer applications for proficient contract completion.

ADEPT AT USING AUTOMATED SYSYTEMS for data entry and retrieval. Ability to research, sort,

and correlate data to develop reports. Strong analytical, problem solving, and excellent decision

maker. PERFORMED INTERNAL AUDIT FUNCTIONS and serve as a key contact for external

audits and exams. As Operations Manager, involved in all OFI (Office of Financial Institution)

exams, participating in 3 annual exams during this tenure.

ACCOMPLISHMENTS:

• Manage and oversee business office functions and resolve any issues or problems that

arise on a day-to-day basis with clients, public and employees.

• Responsible for management, oversight, and completion of billing and collection process

consistent with company policies, procedures and standards.

• Negotiated and structured contracts nationwide which increased revenue with key

development accounts which purchased our products. Boosted our market penetration by

38% which increased the gross profit margin by 54%.

• Increased new business from zero to $1.5MM in annual revenue in one year.

• Research and interpret the marketplace for growth opportunities and increased revenues

by 76% the first year. Forecasted future growth potential using known data and variable

market factors.

• Formulate procedures for organizing customer protection, retrieval, and disposal of

personnel and confidential financial records.

• Personally coach, train and mentor supervisors and team leaders provide development

through quality management activities.

• Consistently met with senior management and exceeded development and performance

benchmarks in all areas of speed, accuracy, and volume.

• Worked in tandem with the President and the entire executive team earning a reputation

as a trusted collaborator and resource with the ability to provide seamless support to meet

all company needs.

• Reviewed customer service operations, identified deficiencies and advised training

program for department managers to better understand the human element of how

customers are treated and communicated with especially with active listening which is key

to customer service.

• Organized and maintained complex database of over 10,000 accounts.

HR Manager position:

KNOWLEDGABLE IN HUMAN RESOURCES LAWS, RULES AND REGULATIONS. Provided a

variety of advisory functions in the areas of recruitment, placement, organizational design, and

wage administration. Demonstrated ability to research rules and regulations using OPM, state,

and Veterans’ preference guides. DEVELOPED HUMAN RESOURCE TEAM from concept to

create and apply HR policies, ensuring compliance and to contribute to the development of

organizations overall growth. Established a team built on organizations values and goals to

support the development of employees which produced accelerated progress of goals.

ANALYZED AND CONSULTED ON ALL HUMAN RESOURCE ISSUES WITH MANAGERS.

Provided thoughtful, precise and professional responses to resolve organizational development

issues including; employee relations, performance evaluations, employee improvement plans,

disciplinary actions. CO-WROTE AND INSTITUTED COMPANY POLICY AND PROCEDURES.

Partnered with the management team to develop and effectuate a range of HR policies,

procedures, and standards in adherence to government regulations and laws.

ACCOMPLISHMENTS:

• Conduct annual standard performance reviews, discussions and provided weekly/monthly

feedback to the HR Director.

• Restructures the format to routine HR inquiries, reducing response time from 4.2 days

down to 1.75 days, phone messages from 24 hours to 8 hours, and work permit issuance

from 2 weeks down to 5 days.

• Oversaw the build out of the Human Resource department and team members.

• Developed policy manuals for customer service, department managers, and other

purchasing and lending personnel, PCI DSS security and first IT policy.

• Initiated an office supply inventory system, which tracked standard materials. This

provided detailed usage reports on all supplies at all times. Ensuring wasteful purchasing

decisions resulting in revenue savings of 3% annually to the company.

• Saved thousands of dollars every month by reducing reliance on employment agencies.

Brought the majority of outsourced recruiting functions in-house to reduce billable hours.

• Purchased and implemented the SAGE HR MS, employee self-service (SAGE ESS)

software program to automate much of human resource record keeping.

• Served as advisor to a grievance proceedings panel made up of managers, supervisors

and employees on workplace conflict resolution between coworkers and finding

resolutions per established guidelines.

General Manager of Finance Operations and Aug. 12, 2003 to Oct 30, 2011

Human Resource Manager

New Horizons Finance, Inc

473 East River Road, # 1-222, St. George, Utah 84790

Supervisor: Herbert Davis, Vice President / General Manager, 435-***-****

General Manager of Finance Operations position:

TRANSFORMED A SMALL CONSUMER LENDING AND FACTORING COMPANY from a failing

business into huge growth and expansion. Supervised up to 7 employees and guided the work of

staff plus a loan committee. Expanded full service consumer lending and business factoring by

rapid bundling and selling of contracts previously retained, this increased contract sales by 425%

and increased revenue receipts by $2.5 MM. ESTABLISHED AND MAINTAINED LONG-TERM

CLIENT RELATIONSHIPS, researched, identified, and negotiated enduring client partnerships to

expand the core product growth. Increased sales volume by implementing a digital signature

application and contract process which reduced the turnaround time by 95% and increased

accuracy by 45%.

DEMONSTRATED LEADERSHIP CONSISTANT WITH ORGANIZATION MISSION, VISION AND

VALUES. Developed, implemented, and managed programs, providing overall supervision of a

professional staff, ensuring full support for administrative and financial programs, managing

databases and automation support. PREPARED WRITTEN FINANCIAL REPORTS, such as loan

transactions summaries, year end reporting for CPA, file reports to Regulatory Agencies, and

Financial Crimes Enforcement Network (FINCEN) reporting. PERSONAL OVERSIGHT OF THE

PROCESSING OF ALL LOANS (auto, personal, mortgage, commercial) valued up to $3 MM

including oversight and compilation of loan documents, comprehend, and interpret credit bureau

reports. Analyse and research collateral, prepare loan closing documents for accuracy and input

to system. Approval authority for all personal, consolidation, hard money loans, auto loans, equity

loans and business loans.

ASSIGN, OVERSEE AND REVIEW the work of a subordinate staff with responsibility for loan

documentation, scheduling appointments and work to be accomplished by staff. Planning, setting

priorities and establishing working procedures; and participating in the selection of employees,

recommending promotions, awards, reassignments, disciplinary measures, additional training, etc.

ASSIST IN DIRECTING RESOURCE MANAGEMENT activities necessary for the successful

operation of the assigned duties, which may include support of Budget and Financial

Management, Personnel Management and Administration, and Facilities Management.

BUNDLED AND REASSIGNED INSTALLMENT CONTRACTS. Analyzed large volumes of data on

spreadsheets of accounts receivable loans, negotiated the sale and placement to maximize

revenue and reduce chargeback losses. Completed reassignment documents to the new financial

institution that purchased the loan packages. REVIEWED OVERALL OPERATING

PROCEDURES, workflow, inter-functional coordination, and operations through personal

observation, status reports and data. Develop innovative solutions, report on progress toward

achievement of program initiatives.

ACCOMPLISHMENTS:

• Drove 91% increase in electronic contract enrollment by enhancing existing eSignature

processing system.

• Provided input to performance appraisals, addressed and conduct and performance

issues, coordinated leaves and vacations.

• Streamlined the contract production and eSignature processes through the design and

implementation of new user friendly application and configuration Horizons Finance

website and servers, along with the use of new third party validation and verification.

• Facilitated major technology upgrades including: upgraded Sage MS 90 & MS 200, all

office PC’s, software configuration, integrated with Programming and IT Departments in

new system training for employees.

• Coordinated office move, managed contracts for office equipment and determined staffing

levels.

• Ensured that clients were completely satisfied through effective communication and

relationship building.

• Implemented significant new programs including Electronic Transmissions (ACH, share

draft, debit card), and Visa card program.

• Developed Community Reinvestment Act (CRA) type loan program for credit challenged

employees, providing affordable rates and repayment options.

Human Resource Manager position:

DEMONSTRATED KNOWLEDGE OF RECRUITMENT, SELECTION AND PLACEMENT, as HR

manager I received applications and conducted evaluation of eligibility through research, ranking

and rating of qualifications, work experience and education. Made job offers to candidates,

established rate of pay and work schedule. DEVELOPED NEW OFFICE PRACTICES AND

PROCEDURES. CO-Wrote employee manual covering issues including disciplinary procedures,

code of conduct, FMLA policy and benefits information. Introduced company's first formal

performance review program, that was later adopted company-wide.

EFFECTIVE COMMUNICATOR ORALLY AND IN WRITING. Regularly responded to complex

inquiries relative to payroll, promotions, interdepartmental transfers, recruitment and placement

and much more. Provided guidance to managers and supervisors on a wide variety of employee

relations and legal issues. ADMINISTERED AND RESPONDED TO ALL UNEMPLOYMENT

INSURANCE CLAIMS, worked directly with department managers and supervisors to ensure

timely, accurate and appropriate documentation for all outgoing employees. Assisted the legal

department at unemployment compensation hearings as needed.

DROVE ADMINISTRATIVE PROCESS IMPROVEMENT AND REFINEMENT, consistently

provided HR advisory service to senior management regarding staffing requirements, recruiting

options, employee incentives, award recognitions, and employee retention programs to improve

overall business decision making functions. Evaluated future needs of the company and provided

strategies and alternative to enhance continued growth. INTERPRET REGULATIONS, POLICIES

AND PROCEDURES and provide guidance to staff on personal management, timekeeping,

supply requisition policies.

ACCOMPLISHMENTS:

• Guided the HR Department to realize the highest employee satisfaction service ratings for

2008, 2009, and 2010, earning 100% in all categories including communication skills,

listening skills, problem resolution and employee retention.

• Received recognition as Employee of the Quarter Fourth Qtr. 2006 for the production and

publication of HR departments first ever Employee Handbook and Policy and Procedures

manuals.

• Collaborate and respond to employee and management questions related to human

resource problems or issues.

• Developed training materials and standard operating procedures for lending, tellers, and

member services.

• Worked with clients / customers to evaluate and resolve problems and satisfy

expectations. Completed organization's customer service training to enhance customer

satisfaction and improve productivity.

• Launched a new hire orientation program which explained organization's employment

policies, spanning medical and dental benefits, short/long term disability, life insurance,

and leave of absence processes.

Facility Management Controller and May 10, 2006 to Oct. 30, 2011

Human Resources Manager

Horizons Property Management, LLC

473 S. River Road, # 1-222, Saint George, UT 84790

Supervisor: Herbert Davis, Vice President / General Manager, 435-***-****

Facility Management Controller position:

LED DISASTER AND CRISIS MANAGEMENT COMMUNICATION TEAM for properties during

two devastating floods in Arizona 01/2005 and 12/2010 with no loss of life. CONTINUITY OF

OPERATIONS PLANNING: Member of Disaster Recovery Team involving policy writing, generator

installation, alternate IBM AS400 hot site, personnel placement, transition of duties for staffing for

continuance of electronic transmissions and Visa ATM, debit, and credit cards with third party

vendors.

MARKETING THE PROPERTIES and administer the daily functions of the properties. Inspect

sites regularly to ensure compliance with safety measures, quality standards and established

policies. HELD BOTTOM-LINE RESPONSIBILITY FOR END-TO-END PROPERTY

MANAGEMENT FUNCTIONS, including tenant relations, facility security, maintenance and

oversight of contract services and utilities. Maintained proactive focus on sustaining full

occupancy levels. Mentored and coached junior property managers.

ACCOMPLISHMENTS:

• Strongly committed to instructing on-site managers on planning, goal setting and

scheduling of work activities and responsibilities.

• Maintained a safe working environment by inspecting and scheduling maintenance, and

ensuring that all equipment is properly accounted for and in safe working condition.

• Culturally sensitive and experienced in successful management of diverse groups of

people using excellent interpersonal skills.

• By implementing a culturally diverse staff effectively updated and reorganised customer

contact log, which helped boost efficiency and reduce unnecessary mail and calls.

• Established emergency procedures in English and Spanish for all residents and enforced

proper response by all on-site staff with call lists and action responses.

• Coordinated activities to minimize property damage and ensured the safety and provided

emergency housing for any displaced residents.

• Was the chief event organiser of annual Spring and Fall cleanup of property

surroundings.A very successful community outreach project that returned outstanding

overall improvement in appearance, cleanliness and tenant pride.

Human Resources Manager position:

MANAGED DAILY OPERATIONS OF TWO MULTI-UNIT PROPERTIES in Mendon, Utah and

Beaver Dam, Arizona. Planned and prioritized budgets and controlled overall financial

performance of multi-site operations. Supervised the record keeping and state reporting while

ensuring the timely collection, posting and bank deposits by on-site managers. WROTE AND

IMPLIMENTED RESIDENTS RULES AND REGULATIONS initiated a policy that all property

applications, leases, move-out documentation translated for Spanish residents. Performed month

end close out procedures and written evaluations of resident managers. Approved bill payment

and negotiated contracts for outside services within the parameters of the operating budget.

ACCOMPLISHMENTS:

• Provided various human resources activities, including but not limited to, staff

development; compensation and benefits administration; documentation; recruitment,

hiring, and termination; paperwork; and policy and procedures implementation.

• Carried out human resources support functions concerning performance management,

learning and development, and employee relations.

• Delegated tasks and responsibilities for multi-cultural community and site supervisors and

empowering them with decision making responsibilities through training programs and

instruction.

• Developed and maintained excellent tenant/owner relationships. Reducing late payments

by over 60%.

PCI DSS Project Coordinator Feb. 12, 2009 to Dec. 20, 2010

Iworks, Inc

251 Hilton Dr Ste 200, St George, UT 84770

Supervisor: Loyd Johnston, General Manager, 435-***-****

Project Coordinator position:

PROJECT COORDINATOR: Managed project and directed a team of technical personnel,

programmers and team leaders. Collaborated in composing technical reports and updates for

multiple members of senior management. RESEARCHED AND HIRED SECURITY CONSULTING

FIRMS, to guide through the project for Payment Card Industry Data Security Standard ( PCI

DSS). Examined Quality Security Assessors (QSA) and Approved Scanning Vendors (ASV) to

direct and support in compliance processes.

LED A COMPREHENSIVE ANALYSIS of security architecture, standards compliance, and the

processes / methods used by a PCI DSS resulting in effective corrective measures that minimized

consumer disruption. INITIATED RISK COMPLIANCE ASSESSMENT and evaluation of all

business and vendor locations as well as designed project strategies. Managed all project

documentation including reports and analysis. Took ownership and follow through initiative and

effectively communicated with senior management and peers on the progress of compliance.

IDENTIFIED AND IMPLIMENTED FACILITY SECURITY to organizations headquarters where

security and safety were nonexistent. Identified and directed installation of motion sensitivity and

night vision cameras in key locations. METICULOUSLY ORGANIZED, FLEXABLE, GOAL

ORIENTED AND ABLE TO MANAGE MULTIPLE PROJECTS CONCURRENTLY. Compiled

record keeping and required remediation validation records from IT, Hosting and Server facilities

and programming departments and submitted compliance reports to the acquiring banks,

processors and Independent Sales Organizations (ISO). Analyzing data for vulnerabilities that

could expose consumer data to threats from hacking. Went through remediation to fix

vulnerabilities and business processes for cardholder data.

ACCOMPLISHMENTS:

• Achieved Level 1 - Merchant Compliance in 46 weeks, six weeks ahead of schedule while

processing over 10 million card transactions without any security breaches.

• Passed all Report on Compliance (ROC) audits and ASV scans both internal and external.

• Received Team Work Champion Award – 2009 for the exemplary team leadership

performance of the organization and assembly of PCI team.

• Researched, purchased and ordered the installation of Proximity locks and ID cards for all

employees. This eliminated street traffic from the facility and greatly increased the safety

and security of all personnel.

• Guided the project status meetings, documented and presented Quality Assurance (QA)

findings and progress to senior management.

• Organized multiple business locations and work groups in compliance teams working with

NetSpi Consulting and CPA Upsells Network Operations.

CONTINUING PROFESSIONAL TRAINING

Human Resource continuing education includes:

Meridian International Center, Global Leadership Program, Washington, DC, 2005

Human Resource Management, Universal Class, 2008

Employment Law Course - legislative and regulatory environments

Global Sourcing Conference, Diversity Sourcing, San Diego, CA 2010

Finance continuing education includes:

The Negotiation Institute, Negotiation Dynamics, New York, NY, 2004

Principles of Consumer Lending, Credit Union National Association (CUNA), 2012

Law and Consumer Lending, Center for Financial Training, 2006

Federal Rules – Legal Seminar, Factors Chain International (FCI), 2005

MEMBERSHIPS

International Association of Human Resource Information Management since 2008

American Management Association (AMA) since 2004

Associate member of Personal Finance Society (PFS) since 2003

Associate Membership with The Board of Finance Watch since 2010

American Institute of Philanthropy (AIP) AKA Charity Watch

Affiliate of American Association of Christian Counseling (AACC)

AWARDS

Earned Recognition as Employee of the Quarter Fourth Qtr. 2006

Preserved an A+ Rating from Utah BBB for 8 consecutive years 2003 - 2011

Project Execution Excellence Award – 2006

Sales Excellent Award – 2005

COMPUTER SKILLS

Microsoft Word, Excel, Outlook, Power Point, Access, Quicken Pro, Quicken Property

Management, VersaCheck Pro, SAGE HR MS, employee self-service (SAGE ESS),

updating information records, compiling data, Experian, Equifax and TransUnion credit

reporting and retrieval.

Contact this candidate