Andrea Montoya
Hillsboro,OR
Summary
Dynamic Keyholder Manager with a strong focus on team management, training, and optimizing store operations. Committed to enhancing customer engagement through effective communication and attention to detail.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Keyholder Manager
Bath & Body Works
10.2023 - Current
- Managed inventory levels, conducting regular audits to optimize stock availability and minimize loss.
- Supervised daily store operations, ensuring adherence to company standards and procedures.
- Trained and mentored new team members on product knowledge and customer service excellence.
- Implemented promotional displays and visual merchandising strategies to enhance customer engagement.
- Assisted in the recruitment process by interviewing potential candidates and providing input on hiring decisions.
- Developed training materials for onboarding processes, improving efficiency of new employee integration.
- Collaborated with management on scheduling staff shifts to align with peak business hours.
- Oversaw inventory control processes including ordering stock replenishments while maintaining budget constraints.
- Monitored store KPIs closely, identifying trends and implementing necessary adjustments to drive success.
- Trained newly hired sales team in upselling techniques.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
Volunteer
Maybelle Center
04.2024 - 06.2024
- Coordinated volunteer schedules, ensuring optimal coverage for various programs and events.
- Developed training materials to educate new volunteers on organizational practices and program goals.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
- Communicated with staff members to stay informed about volunteer opportunities and events.
- Facilitated community outreach to expand participation and support.
Sales Associate
Macys Department Store
10.2018 - 02.2020
- Processed transactions accurately using point-of-sale systems to ensure efficient checkout.
- Assisted customers in product selection, enhancing overall shopping experience.
- Collaborated with team members to achieve sales targets through effective communication and teamwork.
- Maintained visual merchandising standards, promoting seasonal promotions and new arrivals.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
Customer Care Representative
Active TeleSource
02.2017 - 05.2017
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed transactions accurately while ensuring compliance with company policies and procedures.
Customer Service Representative
Wells Fargo
06.2015 - 11.2016
- Resolved customer inquiries and issues efficiently through effective communication and problem-solving techniques.
- Implemented process improvements that streamlined operations and improved customer satisfaction ratings.
- Analyzed customer feedback to identify trends and recommend improvements for service delivery.
- Mentored new team members on customer service protocols and company policies to enhance productivity.
- Maintained accurate records of customer interactions in CRM systems to support data-driven decision making.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
City Carrier Assistant
United State Postal Service
11.2014 - 06.2015
- Delivered mail and packages efficiently to designated routes, ensuring timely service.
- Utilized handheld scanners for accurate tracking of deliveries and inventory management.
- Assisted in training new staff on postal policies and operational procedures.
- Collaborated with team members to optimize delivery routes for increased efficiency.
- Maintained compliance with safety regulations while handling mail and equipment.
- Efficiently managed time and resources to ensure timely completion of route assignments while meeting delivery standards.
- Adhered to safety protocols when handling hazardous materials or heavy packages in accordance with USPS guidelines.
- Handled sensitive materials such as registered or certified mail with care, ensuring proper documentation and prompt delivery.
- Safely operated postal vehicles for transportation of mail between facilities, adhering to traffic laws and regulations.
- Managed high-volume mail deliveries during peak seasons, ensuring timely and accurate distribution to customers.
Customer Service Representative
CoreLogic Credco
06.2009 - 03.2011
- Led initiatives aimed at enhancing the overall customer experience, resulting in increased client retention rates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with cross-functional teams to address complex customer concerns, ensuring seamless resolutions.
- Developed training materials for staff on best practices in customer engagement and conflict resolution strategies.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Convergys
09.2007 - 05.2008
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Carhop
Sonic DriveIn
06.2004 - 12.2007
- Delivered prompt and accurate food service to customers in drive-in setting.
- Facilitated efficient communication between kitchen staff and customers to enhance service experience.
- Maintained cleanliness and organization of work area, ensuring compliance with health standards.
- Assisted in training new carhops on customer service protocols and operational procedures.
Education
Bachelor of Science - Psychology
Portland State University
Portland, OR08-2024
Skills
- Store operations
- Team management
- Staff oversight
- Employee scheduling
- Task delegation
- Scheduling coordination
- Staff training
- Staff training and development
- Team leadership
- Team building
- Strong leadership
- Cash handling accuracy
- Goal setting and achievement
- Critical thinking
- Multitasking
- Adaptable to changing demands
- Team management
- Attention to detail
- Communication skills
- Effective communication
- Networking
- Goal achievement
- Leadership training
- Adaptability
- Flexible work schedule
- Product knowledge
- Interpersonal communication
Certification
- Certified Nursing Assistant License
Timeline
Volunteer
Maybelle Center
04.2024 - 06.2024
Keyholder Manager
Bath & Body Works
10.2023 - Current
Sales Associate
Macys Department Store
10.2018 - 02.2020
Customer Care Representative
Active TeleSource
02.2017 - 05.2017
Customer Service Representative
Wells Fargo
06.2015 - 11.2016
City Carrier Assistant
United State Postal Service
11.2014 - 06.2015
Customer Service Representative
CoreLogic Credco
06.2009 - 03.2011
Customer Service Representative
Convergys
09.2007 - 05.2008
Carhop
Sonic DriveIn
06.2004 - 12.2007
Bachelor of Science - Psychology
Portland State University