Customer Service / Administrative Assistant

__________               _   _Imelda Sen-Polanco_____________________________________________________

12954 Oulton Circle, Orlando, FL. 32832      Email:       Mobile: 253-961-2371


Career Overview

Highly enthusiastic, dedicated Customer
Service Representative with 18 years of client interface experience, motivated
to maintain customer satisfaction and contribute to organization success.
Skilled Member Resource representative committed to addressing customer
concerns with quality service, accuracy, professionalism and integrity.  Customer - focused Representative with a
proven capacity to troubleshoot issues to ensure customer satisfaction.

Core Strength  _____________________________________________________________________________

  • Analytical Skill  
  • Analytical Market Repositioning      
  • Financial Modeling Operations 
  • Team Leadership
  • Relationship Management 
  • Multi-Cultural Awareness 
  • Development Others
  • Relationship Building
  • Listening and Communication Skills

Career Accomplishment _____________________________________________________________________

  • Customer Assistance
  • Worked with company systems such as Live Support and diligently completed all assigned
    tasks, working overtime as needed.
  • Managed call flow in queue per Language requests business line chosen by members
  • People Management:
  • Developed Store Management staffing from within
  • Increase Training Stores among District Area

Work Experience __________________________________________________________________________

09/2010 – 01/2013

SEIU Healthcare 775NW - Seattle, WA.                        

Member Resource Center Representative – MRC Developmental Coach

  • Skills Coach: Set up Individual Coaching session for
    each representative to review QA calls scores reports and prepare development
    plans if needed
  • Peer Coach: Informal side by side coaching on topics
    identified by QA call reviews
  • Help Desk Coach: Answers reps questions at Help Desk,
    Documents the call by Using Help Desk Call Log -
  • Queue Coach: Manage queue (call volume) and allocate
    Call returns and Voice  Mails to maintain
    industry standards, Authorized off the Queue work request, Roll out plan
    to maximize calls answered and maintain Department business standards goal of
    85% answered and 90% answer in less than 45 seconds.
  • QA Specialist – screen inbound call to maintain
    Department goals and Business standards
    • Customer Service Representatives (CSR) assisting union members with their
      • Training requirements registration.
        Union representation (i.e. collect, debrief and represent member during Human
        Resource  fact finding meeting, written
        and Verbal warning and termination from employment  due to an employment  policy violation, investigation). Health
        Benefits requirements depending of their source of employment (i.e. State or
        Private Agency)
      • Translate
        documents into Spanish for member’s correspondence and information regarding
        union activities and campaigns

03/1995 – 10/2008


District Manager (2005 – 2008)   Training Store
General Manager (2000-2004) 
Store Staff member – Store General Manager (1995 – 2000)

  • Provided
    leadership for each store manager in the market to ensure customer
  • Leaded the way by working with each Store General Manager (SGM) to deliver Restaurant
    Controllable Profit (RCP) and meet targeted flow-thru in each restaurant in the
    district; utilizes available reports to identify opportunities, encourage a
    top-line orientation through operational focus; ensure correct operational
    procedures are followed at all times.
  • Partnered with each SGM in the district to build sales over last year’s sales
  • Accountable for coaching and training Store management team (General Manager, Assistant
    Managers and Shifts Supervisors) for operational excellence, supports national
    training and area training as well.
  • Created and maintained a safe environment for employees and customers. Absolutely
    uncompromising execution of the highest standards of OSHA, local health and
    safety codes, and company safety and security policy.
  • Excellent ownership when working with GM’s to resolve chronic R&M issues; determine
    causes of excessive R&M; gathered issues and identified trends and taken to
    Maintenance Manager.
  • Trains, monitors and reinforces food safety procedures to store management and crew
    employees were executed according to Company policies and health/sanitation
    regulations; takes correctives actions.
  • Maximizes store sales goals versus budget and prior year, including participation in
    marketing programs. Develops and implements appropriates plan to resolve
    unfavorable trends and enhance sales. Manages assigned store requirements for
    new products rollouts/procedures.
  • Ensure the continual improvement of Quality, Service and monitoring food product
  • Develops subordinates to maximize their contributions and future promotions. Executes
    proper training and development through established systems and practices.
  • Execute People Excellence culture through restaurant Human Resources programs to
    achieve proper staffing levels. Utilizing ongoing systems for the recruitment,
    development, recognition and retention of store managers and crew.
  • Store compliance with Company operating policies and procedures.

Education Background _________________________________________________________________ 

Santa María La Antigua University – Panama City, Panama

BBA in Finance – BA in Banking Administration


Additional Information _________________________________________________________________

Language Proficiency:       English and Spanish

Computer Software           MS Access, MS Excel,
                                          MS Word, Power Point, Outlook, QuickBooks

Telephone System            Interactive Intelligence

  • ID#: 66267
  • Location: Orlando, FL , 32832

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