Andrea Montgomery
Clinton Township,MI
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Mr. Cooper Mortgage
04.2025 - Current
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and improving overall user experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in training programs to enhance product knowledge and customer service skills.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handling 30 or more inbound and outbound calls per day
Customer Service Representative
Flagstar
04.2021 - 04.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Processing mortgage payments and explaining in details about the mortgage i.e. escrow, insurance, PMI to customers.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Handling 40 or more incoming calls per day from customers and internal departments
- Skilled in more than one call type
Customer Service Agent
DIALOG DIRECT
10.2018 - 04.2021
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Resolve customers' service or billing complaints by performing activities such as refunding money, or adjusting bills.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answer customer questions regarding problems with their accounts.
- Receive payments and post amounts paid to customer accounts.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Handled more than 30 inbound calls per day from customers and internal department
- Trained in more than one call type
- Trained employees on new system
Food Service Supervisor
TRINITY SERVICES GROUP
01.2018 - 07.2018
- Train workers in food preparation, and in service, sanitation, and safety procedures.
- Supervise and participate in kitchen and dining area cleaning activities.
- Control inventories of food, equipment, and report shortages to designated personnel.
- Observe and evaluate workers and work procedures to ensure quality standards and service, and complete disciplinary write-ups.
- Specify food portions and courses, production and time sequences, and workstation and equipment arrangements.
- Assign duties, responsibilities, and work stations to employees in accordance with work requirements.
- Maintained health and food safety standards at all stages, from storage through delivery.
- Oversaw over 10-15 workers with day to day duties in the kitchen
Supervisor
RITE AID
05.2017 - 01.2018
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
- Inventory stock and reorder when inventory drops to a specified level.
- Assign employees to specific duties.
- Enforce safety, health, and security rules.
- Supervised more than 5 employees per day
Provisioning Advisor
CONCENTRIX
01.2016 - 04.2017
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Collect payments, or arrange for billing.
- Solicit sales of new or additional services or products.
- Participated in ongoing training programs to stay up-to-date on current trends in technology offerings and service methodologies.
- Handled more than 30 calls per day and managed more than one call type
Education
High School Diploma -
SOUTHEASTERN HIGH SCHOOL
Detroit, MI06.2008
No Degree - Criminal Justice
Wayne County Community College
Detroit, MISkills
- Advanced English speaking, reading, and writing abilities
- Proficient in Microsoft Excel, PowerPoint, Word, and Outlook
- Strong team player with self-sufficient work ability
- Customer service
- Critical thinking
- Data entry
- Relationship building
Timeline
Customer Service Representative
Mr. Cooper Mortgage
04.2025 - Current
Customer Service Representative
Flagstar
04.2021 - 04.2025
Customer Service Agent
DIALOG DIRECT
10.2018 - 04.2021
Food Service Supervisor
TRINITY SERVICES GROUP
01.2018 - 07.2018
Supervisor
RITE AID
05.2017 - 01.2018
Provisioning Advisor
CONCENTRIX
01.2016 - 04.2017
High School Diploma -
SOUTHEASTERN HIGH SCHOOL
No Degree - Criminal Justice
Wayne County Community College
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