Customer Service Manager

JAVIER H. POLENDO

**** ****** **** ******: 915-***-****

El Paso, Texas 79905 *************@*******.***

SUMMARY OF QUALIFICATIONS

Highly motivated management professional with academic and hands-on expertise in Office, Human Resource, Financials, Budgets, P&L”s, Demonstrate ability to effectively train and supervise personnel, emphasizing positive staff morale, high productivity, and safety awareness. Possess strong communication and interpersonal skills for the development of rapport with colleagues, staff, students, and customers, resulting in a positive, productive work environment. A self-directed leader with exceptional motivational skills, capable of working independently or as a cooperative team member in dynamic situations.

Core Competencies:

Operations Management

Business Consulting / Development

Sales / Marketing Strategies

Customer Relations

Project Coordination

Human Resources

Personnel Training / Leadership

Team Building Skills

Bilingual in English and Spanish

Proficient in Microsoft Office Suite, Macromedia, and Full Range of Office Equipment

EDUCATION

Pursuing PhD in Professional Development and Leadership

Argosy University

Master of Science in Counseling / Psychology, 2014

Webster University, Fort Bliss, Texas

Bachelor of Science in Business Management, 2009

University of Phoenix, Santa Teresa, New Mexico

Certificate of Completion in Dimensions of Professional Admissions, 2009

Kaplan College, El Paso, Texas

Associate of Science in Human Resources Management, 2005

University of Phoenix, Santa Teresa, New Mexico

PROFESSIONAL EXPERIENCE

PLS POFESSIONAL FINANCIAL SERVICE 9/2013 TO PRESENT

STORE MANAGER El Paso, Texas

Implementing strategies to help meet store goals and objectives

Recruiting, developing, and motivating store employees who exceed internal and external customer service

Coaching and developing assistant managers and shift supervisors in accordance to career development plans set by PLS Financial Services

Supervising CSR’s activities, including but not limited to transaction processing, maintenance of cash drawers, and cash handling procedures up to $1,000,000.00

Ensuring compliance with federal, state, and local regulations

Resolving customer complaints for increased customer satisfaction

CONSULTANTS OF EL PASO 01/2013 TO 12/2013

EXECUTIVE DIRECTOR El Paso, Texas

To help organizations to solve issues, create value, maximize growth and improve the business performance of their clients

Use their business skills to provide objective advice, expertise and specialist skills which the organization may be lacking

Assessing clients' personal characteristics, skills and interests via one-to-one interviews and/or group sessions

Providing appropriate help, advice and recommendations based on interviews/test results

JAVIER H. POLENDO PAGE TWO

PROFESSIONAL EXPERIENCE (Continued…)

FINACIAL AID DEFAULT DIRECTOR 1/2012 to 12/2012

ANAMARC COLLEGE El Paso, Texas

Working with current and former students to educate and provide counseling on effective default management skills and loan repayment options

Prepare and present informative material regarding student repayment, financial literacy, and federal entrance/exit counseling requirements

Tracking and monitoring federal servicing websites reporting student loan delinquencies and contacting students as need.

R2T4 Calculations to the Department of Education. TWC Refund calculations forms

Liaison between Direct Loan Servicers and the student and the academic institution

ADMISSIONS COUNSELOR 1/2008 – 12/2011

KAPLAN COLLEGE El Paso, Texas

Recruited and counseled students considering enrollment in Kaplan, advising on admissions and financial aid processes; served as liaison for incoming students, resolving questions or concerns and ensuring smooth transition into college

Coordinated and directed promotional events and presentations at regional high schools and career fairs; developed relations with Job Corps organizations for the gaining of access to potential students; networked among industry representatives for the marketing of Kaplan programs

Participated in analysis of admissions rates and trends for the future improvement of admissions counseling procedures in cooperation with the board committee; assisted registrar in finalizing student accounts

HR MANAGER / WAREHOUSE MANAGER 1/2000 – 12/2007

FACTORY DIRECT HOME FURNISHINGS El Paso, Texas

Supervised all recruiting, interviewing, hiring, training, and disciplining practices of organization, ensuring compliance with all regulations regarding personnel management; created and maintained necessary documentation for up to 30 employees; ensured safe, clean, and professional work environment

Developed and distributed original employee training manual, resulting in improved performance and product quality; educated new personnel regarding organizational policies and procedures, safety protocols, and employee benefits

Directed transition in employee benefits from Workmen’s Compensation to private insurance, resulting in annual organizational cost reduction of $250K; coordinated employee enrollment in insurance program and responded to questions regarding benefits

Managed warehouse operations and 25 personnel; oversaw shipping, receiving, and installation of merchandise; responsible for maintain client satisfaction with goods and services

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