Alisha Montoya
Denver,CO
Summary
Dynamic customer service professional and accomplished leader with nearly 20 years of experience, adept at leveraging exceptional planning and problem-solving skills to elevate business operations and daily functions. Proven track record in driving results and fostering team development, along with a keen ability to enhance processes and boost productivity. Possesses a deep understanding of industry trends, outstanding communication skills, and a strategic mindset for identifying improvement opportunities and implementing effective changes. Committed to delivering excellence and innovation in all aspects of customer service management.
Overview
19
19
years of professional experience
Work History
Operations Manager
Michael's Arts & Crafts
11.2014 - 06.2025
- Lead operations across departments, optimizing inventory and enhancing efficiency and satisfaction.
- Coordinated teams for smooth operations, mentored staff, and established effective communication protocols.
- Monitored inventory, maintained compliance, and ensured exceptional customer service.
- Designed data-driven inventory strategies, optimizing in-stocks and reducing damages, while boosting online order fulfillment rates by nearly 50%.
- Built strong team dynamics, improving engagement and reducing turnover.
Server
Lonestar Steakhouse
02.2011 - 11.2014
- Consistently managed 6 or more tables, ensuring high guest satisfaction and timely service coordination.
- Resolved guest concerns promptly, maintaining strict food safety and sanitation standards.
- Trained new team members and supported kitchen operations during peak hours.
- Adapted to diverse guest preferences and managed special dietary requirements.
- Optimized table turnover rates, enhancing customer satisfaction and dining operations.
Customer Service Representative
Dish Network
08.2008 - 02.2011
- Promoted superior customer experience by actively listening to and addressing concerns, demonstrating empathy, and resolving problems swiftly.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Detailed payment options and explained price, receipt, and billing details to customers.
- Investigated and resolved billing discrepancies, service outages, channel issues, and basic tech concerns with a 96% survey satisfaction rate.
- Bolstered customer retention by creating and offering unique discount options while inspiring interest in new channel packages, boosting upsells.
Hostess
United Chinese Restaurant
10.2006 - 08.2008
- Took delivery and pick-up orders by phone, monitored table turnover rates, and kept track of accurate wait times.
- Answered customer questions about hours, seating, reservations, and menu items.
- Worked with front-of-house staff to move tables and adjust seating to accommodate large groups or special requests.
- Packed delivery and pick-up orders, ensuring all items were included and prepared correctly.
- Advised customers about chef specials and menu offerings to help drive sales.
Education
Highschool Diploma -
Front Range Academy
Broomfield, CO05.2008
Skills
- Active Listening
- Empathy
- Conflict Resolution
- Problem Solving
- Team Building
- Leadership
- Project Management
- Data Analysis
- Strategic Planning & Prioritization
- Adaptability
- Process Improvement
- Operational Excellence
Timeline
Operations Manager
Michael's Arts & Crafts
11.2014 - 06.2025
Server
Lonestar Steakhouse
02.2011 - 11.2014
Customer Service Representative
Dish Network
08.2008 - 02.2011
Hostess
United Chinese Restaurant
10.2006 - 08.2008
Highschool Diploma -
Front Range Academy
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