Annette Montes
Newark,CA
Summary
Dedicated management professional with experience leading high-performing teams in a diverse and dynamic environment. Adept in developing and implementing service strategies tailored to customer needs, managing customer complaints, and driving customer satisfaction. Proven ability to identify and resolve service issues, streamline processes, and exceed organizational goals. Dedicated professional offering attention to detail and a career driven by client engagement. Looking to help boost a company's success while building long-term relationships in the position of Customer Service Executive.
Overview
30
30
years of professional experience
Work History
Senior Customer Service Manager
RK Logistics Group
01.2021 - Current
- Managed customer escalations with professionalism and empathy while resolving issues quickly and efficiently
- Designed reports on key performance indicators related to the quality of customer service provided
- Developed and implemented customer service policies and procedures that improved customer satisfaction
- Collaborated with customer implementing new ticket base platform integrating 3PL processes
- Utilized data analytics to identify areas for improvement in customer service processes and operations
- Led and directed team members on effective methods, operations and procedures
- Created weekly schedules based on predicted staffing needs, budgets and employee requests
- Identified internal operational process inefficiencies to recommend necessary improvements
- Developed training modules and documentation to train staff.
Customer Service Office Manager
EKKSC
08.2018 - 12.2020
- Managed customer service staff by communicating expectations and monitoring and analyzing results
- Maintained customer satisfaction by gathering actionable insights and offering solutions
- Recruited and trained employees, fostering customer service mission and objectives
- Provided ongoing support for existing customers by answering questions or addressing concerns in a timely manner
- Demonstrated ability to develop and implement customer service policies and procedures.
Customer Service Supervisor
Javelin Logistics
01.2010 - 08.2018
- Resolved escalated customer issues with patience and understanding
- Trained customer service representatives on customer service standards, policies, and procedures
- Provided excellent customer service to clients, resolving their inquiries and complaints in a timely manner
- Coordinated with other departments to ensure customers received accurate information about products or services
- Utilized problem-solving skills to troubleshoot technical problems with customers quickly and effectively
- Specialized in Foreign Trade Zone (FTZ) import/export electronic transmission.
Outside Sales Account Manager
G.I Trucking
06.2005 - 12.2006
- Generated leads through cold calling prospective clients and leveraging referrals from existing customers
- Utilized CRM software to track account progress, contact information, and sales activity data
- Managed all aspects of client accounts including invoicing, order processing, billing inquiries
- Resolved customer complaints quickly and efficiently while maintaining excellent relations with them
- Identified new business opportunities by researching industry trends and potential customers.
Account Manager - B2B
Speck Products
02.2004 - 03.2005
- Developed and maintained relationships with key accounts to ensure customer satisfaction
- Resolved complex customer issues in a timely manner while maintaining positive relationships with clients
- Maintained knowledge of company products and made recommendations based on client needs and prices
- Maintained accurate records of all client interactions in CRM system.
Branch Manager
TBS Couriers
01.2003 - 01.2004
- Directed daily branch operations, leading the team to exceed monthly sales goals
- Maintained high level of employee morale to minimize turnover and maximize customer satisfaction
- Managed day-to-day communication between the branch and corporate headquarters
- Facilitated conflict resolution between customers and staff members, improving the branch's reputation for quality service
- Conducted regular audits of branch activities to ensure accuracy in all areas of operation.
Business Development Specialist
Cargo Smart Limited/OOCL
06.2001 - 01.2003
- Collaborated with cross-functional teams such as marketing, engineering, operations, finance, on various projects aimed at driving growth
- Coordinated resources across departments in order to meet project deadlines and deliverables
- Provided feedback on product features based on insights gathered from customer interactions
- Established strong relationships with decision makers within targeted accounts through effective communication techniques.
Account Manager/Customer Service Lead
FedEx Logistics/Sun Microsystems
03.1999 - 05.2001
- Resolved complex customer issues in a timely manner while maintaining positive relationships with clients
- Developed and maintained relationships with key accounts to ensure customer satisfaction
- Cultivated strong client relationships through proactive communication and problem-solving
- Implemented account management processes to ensure delivery of quality service standards.
Customer Service Representative
Viking Freight/FedEx Logistics
01.1994 - 03.1999
- Provided exceptional customer service to ensure customer satisfaction
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Resolved customer complaints promptly and efficiently
- Developed strong customer relationships and loyalty through effective communication
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures.
Education
Completed coursework towards Sociology/Business -
Ohlone College
Fremont, CACompleted coursework towards Business Management -
University of Phoenix
Skills
- SAP NetSuite
- Cargo Wise EDI
- QuickBooks Quick Base
- Integration Point
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- Customer Relationship Management
- Quote Preparation
- Hiring and Training
- Training and Development
Languages
Spanish
Professional Working
Timeline
Senior Customer Service Manager
RK Logistics Group
01.2021 - Current
Customer Service Office Manager
EKKSC
08.2018 - 12.2020
Customer Service Supervisor
Javelin Logistics
01.2010 - 08.2018
Outside Sales Account Manager
G.I Trucking
06.2005 - 12.2006
Account Manager - B2B
Speck Products
02.2004 - 03.2005
Branch Manager
TBS Couriers
01.2003 - 01.2004
Business Development Specialist
Cargo Smart Limited/OOCL
06.2001 - 01.2003
Account Manager/Customer Service Lead
FedEx Logistics/Sun Microsystems
03.1999 - 05.2001
Customer Service Representative
Viking Freight/FedEx Logistics
01.1994 - 03.1999
Completed coursework towards Sociology/Business -
Ohlone College
Completed coursework towards Business Management -
University of Phoenix
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