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
Organization
Time Management
Team Building
Team Collaboration
Problem Solving Skills
Partnership
Sales Techniques/Strategies
Coaching/Development
Leadership Motivation
People Development
Project Management
Strategic Negotiation
Sales processes
Sales Reporting
CRM and Salesforce proficiency
Advanced Salesforcecom user
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