Alma Delia Montes
Sylmar
Summary
Experienced in managing customer interactions and resolving issues promptly, leveraging communication and empathy to cultivate lasting customer relationships. Proven track record of maintaining high levels of customer satisfaction and fostering loyalty, excelling in creating positive experiences for clients. Proficient in computer skills, dedicated to improving team productivity through clear communication and effective problem-solving abilities.
Overview
35
35
years of professional experience
Work History
Customer Service Representative
Bank of America
05.2010 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
Executive Administrative Assistant
Puretekcorp
02.2018 - 02.2020
- Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
- Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
- Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
- Managed inventory levels for office supplies, reducing waste while guaranteeing availability when needed.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Managed budgets and expenses, maintaining financial records for accurate reporting and analysis.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Ensured timely completion of projects by monitoring progress against deadlines, providing updates to executives as needed.
- Supported human resources initiatives by coordinating interviews and assisting with new hire orientations.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Assisted in event planning efforts, executing successful corporate functions that bolstered brand image and networking opportunities.
House Cleaner
Sanchez House Cleaning
04.1991 - 10.1996
- Managed cleaning schedules to ensure timely completion of all tasks.
- Delivered thorough cleaning services in residential environments, ensuring high standards of cleanliness and organization.
- Implemented quality control measures to enhance service consistency and customer satisfaction.
- Conducted regular assessments of client spaces to identify areas needing special attention or improvement.
- Established a reputation for punctuality, professionalism, and dependability that contributed to high levels of client satisfaction and repeat business.
- Sanitized apartments after move-out or prior to move-in.
- Provided excellent house cleaning and maid services to clients.
- Conducted regular inspections of completed work areas, ensuring adherence to established quality standards before leaving a property.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Trained new employees on company policies and procedures, fostering a positive work environment built on shared knowledge and teamwork.
- Collected payment for services rendered and provided client with billing receipts.
- Managed inventory of supplies and equipment, ensuring proper maintenance and cost-effective purchasing decisions.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
Education
Associate of Arts - Paralegal Studies
Los Angeles Mission College
Sylmar, CA09-2027
Associate of Business Administration - Business Administration
Los Angeles Mission College
Sylmar, CA07-1992
High School Diploma -
Francis Polytechnic High School
Sun Valley, CA06-1990
Skills
- Data entry
- Bilingual (English & Spanish)
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Microsoft PowerPoint
- Payment processing
- Call Management
- Data collection
- Spreadsheets
- CRM software
- Business development
- House Cleaning
Timeline
Executive Administrative Assistant
Puretekcorp
02.2018 - 02.2020
Customer Service Representative
Bank of America
05.2010 - Current
House Cleaner
Sanchez House Cleaning
04.1991 - 10.1996
High School Diploma -
Francis Polytechnic High School
Associate of Arts - Paralegal Studies
Los Angeles Mission College
Associate of Business Administration - Business Administration
Los Angeles Mission College