Angela Montelongo
West Covina,CA
Summary
To obtain a leadership position where I can leverage my experience in operations management, compliance, vendor oversight, employee development, and customer service to drive organizational success, improve operational efficiency, and support business growth through strong leadership, strategic planning, and team development.
Results-driven professional with extensive experience in unit management and team leadership. Known for improving operational efficiency and fostering collaborative work environment. Reliable and adaptable with strong focus on achieving team goals and delivering high-quality results.
Overview
24
24
years of professional experience
Work History
Compliance Unit Manager
Automobile Club of Southern California
01.2016 - Current
- Managed and led a team of 50 employees, providing coaching, performance management, and professional development.
- Established departmental goals and monitored progress to ensure operational and compliance objectives were achieved.
- Analyzed and tracked key performance metrics, including service quality, production, and error trends, to drive continuous improvement for all California AAA locations.
- Developed and maintained statistical staffing reports to support workforce planning, resource allocation, and business decision-making.
- Utilized data-driven reporting and performance analytics to identify opportunities for process improvements and increased productivity.
- Collaborated with leadership to develop strategies that improved service delivery, compliance adherence, and employee performance.
- Ensured compliance with company policies, procedures, audit requirements, and regulatory standards through ongoing monitoring and corrective action plans.
- Managed department budgets and expenses.
- Participated in cross-functional projects and process improvement initiatives.
Branch Manager
Automobile Club of Southern California
01.2012 - 01.2016
- Directed branch operations and led the achievement of organizational goals related to sales, cross sell, service quality, DMV productivity, and operational compliance.
- Developed and executed strategic growth initiatives focused on sales driven opportunities, retention, and service delivery.
- Managed branch performance by establishing measurable objectives, monitoring key performance indicators, and implementing action plans to achieve business targets.
- Led, coached, and developed staff through comprehensive training programs, performance management, mentoring, and employee recognition initiatives.
- Conducted regular team meetings, one-on-one coaching sessions, and training workshops to communicate organizational priorities and improve employee performance.
- Recruited, interviewed, hired, and onboarded employees while fostering a positive and high-performing work environment.
- Established employee goals conducted performance evaluations, and administered promotions, corrective actions, compensation adjustments, and other personnel decisions.
- Resolved escalated customer concerns and implemented service improvements to enhance customer experience and operational effectiveness.
- Ensured compliance with company policies, procedures, audit requirements, and regulatory standards through ongoing monitoring and corrective action plans.
- Resolved escalated customer concerns and implemented service improvements to enhance customer experience and operational effectiveness.
Branch Supervisor
Automobile Club of Southern California
01.2010 - 01.2012
- Responsible for achieving Branch Travel Revenue goals and Membership related Cross-Sell goals. Resolved escalated customer concerns and implemented service improvements to enhance customer experience.
- Responsible for Service Quality standards including MSI.
- Provide coaching and training to all branch employees.
- Assist with member and employee escalated concerns. for achieving Branch Travel Revenue goals and Membership related Cross-Sell goals. Resolved escalated customer concerns and implemented service improvements to enhance customer experience.
Travel Specialist
Automobile Club of Southern California
Montebello, CA
01.2002 - 01.2010
- Administrative and Clerical Functions
- Coordinates and Assists with Marketing Local Travel Shows
- Financial Support – Processes Travel Commission Checks
- Travel Portal “Expert” for the Travel Department
- Completed required ACSC Training Courses, including Preventive Law Course
- Complete understanding of DMV I, II, III
- Five Diamond Club certification
Education
Business Administration
East Los Angeles College
01-2007
Diploma - undefined
EL Rancho High School
01-1999
Skills
- Windows Computer Applications: Word, Excel and Power Point, Outlook, Tableau reporting, Microsoft Lists
- Bilingual English and Spanish
- Operations management
- Staff training
- Records management
- Sales management
- Workforce planning
- Assignment delegation
- Organizational goal development
- Administrative staff supervision
- Employee recruitment and hiring
Accomplishments
- Supervised team of 50 staff members.
- Achieved Award of Excellence by completing and achieving all assigned goals with accuracy and efficiency.
Core Competences
Experienced operations and compliance leader with over 20 years of success in Auto Club Branch Operations, specializing in customer service, compliance oversight, DMV vendor management, employee onboarding, and operational excellence. Proven track record of consistently exceeding annual performance goals while developing and coaching teams to achieve organizational objectives. Extensive experience managing compliance programs, ensuring adherence to policies and procedures, overseeing DMV-related operations, and maintaining strong vendor relationships.
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Compliance Unit Manager
Automobile Club of Southern California
01.2016 - Current
Branch Manager
Automobile Club of Southern California
01.2012 - 01.2016
Branch Supervisor
Automobile Club of Southern California
01.2010 - 01.2012
Travel Specialist
Automobile Club of Southern California
01.2002 - 01.2010
Diploma - undefined
EL Rancho High School
Business Administration
East Los Angeles College