Amber Montes
Seagoville,TX
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
18
18
years of professional experience
Work History
Customer Experience Manager (Remote)
WD Piano
, TX
04.2019 - Current
- Developed customer service policies and procedures to ensure a consistent and positive experience.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Managed customer complaints and resolved complex issues to maintain customer satisfaction.
- Ensured that daily dispatch operations ran smoothly and efficiently.
Customer Service Dispatcher Manager (Remote)
Colonial Landscaping
Mesquite, Texas
10.2012 - 12.2019
- Answered customer inquiries regarding availability of products and services.
- Provided accurate information about product features, pricing plans, and warranties.
- Scheduled service calls for customers based on their needs and geographic location.
- Monitored customer accounts to ensure timely payments were received.
- Developed relationships with customers by providing excellent customer service.
- Scheduled or dispatched workers, equipment, or service vehicles to locations using radios or telephones.
- Relayed work orders and information between work crews, supervisors, and field personnel.
- Dispatched drivers to meet daily delivery needs for company customers.
- Prepared daily work and run schedules.
- Oversaw daily operations, maintaining efficiency and quality standards.
Managing Partner
Bloodline Studios
Mesquite, TX
08.2006 - 12.2013
- Provided guidance and mentorship to junior partners.
- Negotiated contracts with suppliers, vendors, and clients.
- Established best practices for customer service initiatives.
- Reviewed monthly financial statements and generated reports accordingly.
- Reviewed daily and overall financials to ensure profitability.
- Maintained customer relations and coordinated promotions to increase revenue and create new revenue.
- Championed customer service excellence, driving initiatives to enhance client satisfaction and retention.
- Supervised recruitment, training, and development of staff to build a high-performing team.
- Hired, trained, and mentored staff members to maximize productivity.
- Exceeded sales goals through upselling and cross-selling within the existing client base, as well as strategically attracting new business.
Education
BBM - Business Management
03-2026
Skills
- Training programs
- Customer Empathy
- Customer Acquisition
- Relationship Building
- Creative and Innovative
- Effective Communication
- Continuous Improvement
- Reliability
- Professional Demeanor
- Public relations
- Time management abilities
- Attention to Detail
- Professionalism
- Decision-Making
- Multitasking
- Teamwork and Collaboration
- Interpersonal Skills
- Excellent Communication
- Conflict Resolution
- Written Communication
- Leadership
- Customer Service
- Dependable and Responsible
- Microsoft Office
- Problem-Solving
Timeline
Customer Experience Manager (Remote) - WD Piano
04.2019 - Current
Customer Service Dispatcher Manager (Remote) - Colonial Landscaping
10.2012 - 12.2019
Managing Partner - Bloodline Studios
08.2006 - 12.2013
American InterContinental University - BBM, Business Management