Cassandra Montes
San Antonio,TX
Summary
Dynamic Texas Works Advisor with a proven track record in compliance and client engagement at HHSC. Expert in analytical thinking and conflict resolution, I successfully streamlined case management processes, enhancing service quality and customer satisfaction. Committed to training and mentoring, I foster strong relationships that drive loyalty and operational excellence.
Overview
11
11
years of professional experience
Work History
Texas Works Advisor
HHSC
San Antonio, TX
03.2024 - Current
- Monitored compliance with state regulations, ensuring adherence to quality standards across services.
- Utilized multiple systems to streamline case management processes and enhance resolution effectiveness.
- Managed multiple escalation requests to ensure timely resolution of customer issues.
- Developed and delivered comprehensive training sessions for new hires to enhance skill acquisition and operational readiness.
- Handled incoming calls to assist customers with inquiries. Provided support by addressing client questions promptly. Managed phone communications to facilitate customer interactions.
Customer Service Representative
Alorica
El Paso, TX
11.2017 - 10.2018
- Resolved customer inquiries through effective communication and problem-solving techniques.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Server
Hilton Garden Inn Hotel
El Paso
12.2015 - 07.2017
- Maintained cleanliness and organization of dining areas, adhering to health and safety standards.
- Assisted in training new team members on operational procedures and customer service expectations.
- Processed orders efficiently using point-of-sale (POS) systems, ensuring accuracy in transactions.
- Monitored inventory levels and communicated needs to management for replenishment of supplies.
- Developed strong relationships with regular customers, fostering loyalty and repeat business.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Education
Bachelor of Science - Human Services
Southern New Hampshire University
Hooksett, NH05.2024
Skills
Analytical thinking
Time management
Critical thinking
Written communication
Relationship building
Problem-solving
Conflict resolution
Training and mentoring
Client engagement
Compliance requirements
Research
Customer service
Active listening
Client relationship management
Empathy and understanding
Attention to detail
Multitasking
Timeline
Texas Works Advisor
HHSC
03.2024 - Current
Customer Service Representative
Alorica
11.2017 - 10.2018
Server
Hilton Garden Inn Hotel
12.2015 - 07.2017
Bachelor of Science - Human Services
Southern New Hampshire University