Summary
Overview
Work History
Education
Skills
Work Availability
Certification
Timeline
BusinessAnalyst
KEITH MONTOYA

KEITH MONTOYA

Experienced Leader & Salesforce Professional
Sandy,UT

Summary

With an extensive background in sales, customer management, and leadership roles, I seamlessly transitioned into the world of Salesforce administration. At Verizon, I honed my abilities in strategic management, client relationships, and process improvements. Today, as a Salesforce Certified Administrator and aspiring Sales Account Executive, I bridge the gap between technology and sales, leveraging my skills to optimize CRM processes, drive sales KPIs, and nurture customer relationships.

Overview

22
22
years of professional experience
4
4
years of post-secondary education
2
2
Certificates

Work History

Salesforce Administrator

Talent Stacker, Salesforce Career Development
07.2023 - Current
  • Achieved mastery in advanced Salesforce techniques, acquiring proficiency in over 10 new features and positioning myself as a leader in the implementation of industry best practices.
  • Translated client requirements into customized Salesforce solutions, resulting in a significant 25% increase in satisfaction with client projects.
  • Led initiatives to foster collaboration, leading to a 15% acceleration in the deployment of Salesforce updates and ultimately improving team productivity.
  • Organized and conducted training sessions that led to a remarkable 35% increase in adoption rates among end-users for Salesforce features.
  • Implemented automation tools and customized user interfaces, which resulted in a notable 30% reduction in task execution time while enhancing user efficiency.
  • Revamped security protocols within the Salesforce system, ensuring full compliance with industry standards and eliminating any possibility of data breaches.
  • Successfully managed and executed a critical project for Talent Stacker using Salesforce, achieving an exceptional project success rate of 98%.

Business Student

Woodbury School of Business, UVU
Orem, UT
08.2019 - Current
  • Made the strategic decision to leave my position at Verizon in June 2019 to pursue a full-time education, sharpen my business skills, and learn with a new generation.
  • Engaged in rigorous coursework, projects, and collaborations, developing a robust understanding of business administration, management principles, and modern technologies.
  • Integrated my business education with real-world scenarios, focusing on building strong customer relationships, understanding client needs, and developing sales strategies.
  • Utilized this period to obtain Salesforce Certified Administrator and Salesforce Certified Platform App Builder Certifications, laying the groundwork for a career transition into Salesforce administration.

Supervisor, BGCO and Account Management

Verizon Wireless
West Valley City, UT
04.2012 - 06.2019
  • Managed a specialty team of coordinators who processed transactions for Enterprise customers, while partnering with Account Management, Sales and Operation teams.
  • Partnered with Sales team to ensure new accounts were set up accurate, and client expectations were met.
  • Introduced a new level of leadership in the organization to maximize internal talent while also providing career progression experience in people development management.
  • Developed and drove processes that led team to achieve and exceed key initiatives.
  • Effectively supervised staff of 15-30 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Worked effectively in fast-paced environments.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Learned and adapted quickly to new technology and software applications.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Strengthened relationships with current accounts through consistent and frequent communication.
  • Boosted team performance by developing customer service training materials and conducting service training.
  • Worked collaboratively with sales team to identify and target market opportunities.
  • Achieved results by working with staff to meet established targets.

Customer Service Supervisor

Verizon Wireless
West Valley City, UT
07.2004 - 04.2012
  • Supervised a team of experts who handled high risk churn customers and difficult customer escalations.
  • Coached employees through day-to-day work and complex problems.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Resolved account issues to build rapport and relationships with clients.
  • Built rapport with Verizon Wireless marketing to educate on trends in their current areas to help maximize success, avoid churn and create better products and services.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.

Customer Service Representative

Verizon Wireless
West Valley City, UT
03.2003 - 07.2004
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Answered constant flow of customer calls with minimal wait times.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Sales and Marketing Representative

Discover Card Financial Services
West Valley City, UT
08.2001 - 03.2003
  • Conducted outbound phone calls daily to reach potential clients and market Discover Card products and services.
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
  • Provided information about available products and services, membership details, and purchase advantages.
  • Responded to inbound inquiries regarding Balance Transfers, and setting up new accounts.
  • Monitored personal sales activities to maintain compliance with internal policies and applicable government regulations.
  • Followed through with leads to close sales over phone, in office and during external consumer engagements.

Education

Bachelor of Science - Business Management

Utah Valley University
Orem, UT
08.2019 - Current

Skills

    Deadline Driven

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification

Salesforce Certified Administrator (SCA)

Timeline

Salesforce Certified Platform App Builder

08-2023

Salesforce Administrator

Talent Stacker, Salesforce Career Development
07.2023 - Current

Salesforce Certified Administrator (SCA)

06-2023

Business Student

Woodbury School of Business, UVU
08.2019 - Current

Bachelor of Science - Business Management

Utah Valley University
08.2019 - Current

Supervisor, BGCO and Account Management

Verizon Wireless
04.2012 - 06.2019

Customer Service Supervisor

Verizon Wireless
07.2004 - 04.2012

Customer Service Representative

Verizon Wireless
03.2003 - 07.2004

Sales and Marketing Representative

Discover Card Financial Services
08.2001 - 03.2003

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KEITH MONTOYAExperienced Leader & Salesforce Professional