Alfonso Montoya
Ridgefield,WA
Summary
Motivated and self-driven with an extensive 20+ years of Customer Service Relations. Being able to work autonomous has allowed me to work effectively in a fast moving environment with TroubleShooting and Customer Education. Enjoy working with front line and internal customers with a mutual goal of first call resolution. Known for creating rapport with both external and internal customers to facilitate handling unique and complex circumstances. Technical background assists with minimizing downtime and contributes to being more efficient and effective. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
23
23
years of professional experience
Work History
Customer Service Representative Level 2 / Bilingual Spanish- Billing, Inquiries & Overflow Technical
Google
San Diego, CA
08.2014 - 05.2023
- Handled inbound calls with duties including new customers sign ups, customer data look up, product information and cancellations/retention
- Handled inbound and outbound calls from internal customers to include Field operations, Construction and Sales Crews
- Communications were done thru voice, text, chat and email channels
- Customer education on equipment to include and not limited to routers, access point and network switches
- Technical Support - provided support to customer own network equipment
- Interim Supervisor during Supervisors absence
- Consultant to 3rd party call center representatives and assisted with customer escalations and coaching
- Assisted in implementation of quality assurance metrics
- Streamlined ticketing system to make it more efficient and effective.
Quality Assurance Representative II
Cox Communications
San Diego, CA
10.2012 - 05.2014
- Quality Assurance applies techniques, tools, methodologies and standards in support of verifying & validating that a solution, platform, product, process or service meets both business and technical requirements
- Reviewed work orders thru audits and reported with management & representatives thru coaching
- Met with new hire classes for emphasis on importance and to make available thru coaching one-one-ones and groups
- Reviewed recorded calls for call quality monitors with scoring and opportunities for development.
Sales Representative/Spanish
Cox Communications
San Diego, CA
05.2010 - 10.2012
- Handle inbound calls and present Cox services in order to build and maintain client relationships
- Provide information about Cox services while reviewing existing accounts in order to maximize value.
Technical Service Representative/Spanish- Video, Telephone & Data
Cox Communications
San Diego, CA
10.2000 - 05.2010
- Handled inbound calls effectively and efficiently with regards to subscribers' requests, inquiries and complaints while using proactive customer service skills and call control techniques
- Provided technical support in relation to trouble calls
- Customer education on features and billing options by serving as navigator and consultant to products.
Education
Associates in Business Management - Emphasis in Marketing
Southwestern College
Chula Vista, CABachelor of Arts in Professional Studies - Emphasis in Interior Design
San Diego State University
San Diego, CA06.1997
Skills
- Consultative Sales
- Product Knowledge
- Information Security
- Scheduling
- Data Collection
- Complaint Resolution
- Call Management
- Data Entry
- Product Sales
- Call Center Experience
- Product Education
- Customer Service
- Payment Processing
- Quality Control
- Technical Support
- Staff Education and Training
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Customer Service Representative Level 2 / Bilingual Spanish- Billing, Inquiries & Overflow Technical
Google
08.2014 - 05.2023
Quality Assurance Representative II
Cox Communications
10.2012 - 05.2014
Sales Representative/Spanish
Cox Communications
05.2010 - 10.2012
Technical Service Representative/Spanish- Video, Telephone & Data
Cox Communications
10.2000 - 05.2010
Associates in Business Management - Emphasis in Marketing
Southwestern College
Bachelor of Arts in Professional Studies - Emphasis in Interior Design
San Diego State University