Summary
Overview
Work History
Education
Skills
Volunteering Accomplishments
Work Availability
Timeline
Hi, I’m

Charissa Montoya

Richmond,TX
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Charissa Montoya

Summary

Professional and knowledgeable office clerk offering several years of experience in administrative support and customer service. Highly efficient planning, problem-solving, and communication skills. Expertise in anticipating professional needs and proactively identifying and resolving problems. Bringing proven to promote organization and availability through effective schedule development. Excellent customer service and conflict management skills.

Overview

21
years of professional experience

Work History

Joyce Marendes

Virtual Administrative Assistant
03.2020 - 01.2022

Job overview

  • Managed CRM input, exports and clean up.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Set up virtual Zoom meetings, invited guests and disseminated agendas.
  • Completed forms, reports, logs and records to quickly handle all documentation for human resources.
  • Entered supervisor's shopping list into online shopping site and coordinated deliveries.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Uploaded files for team use on Google Suite and SharePoint.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Answered and screened calls to provide information, schedule appointments and take detailed messages.
  • Researched topics and events to support supervisor's work agenda and projects.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Completed business correspondence, transcription, and data entry.
  • Transcribed and organized information to assist in preparing speeches and presentations.
  • Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
  • Executed travel arrangements by researching and booking flights and accommodations.
  • Conferred with customers by telephone, chat or email to provide information.
  • Established administrative work procedures to track staff's daily tasks.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Performed research to collect and record industry data.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Ordered gifts for clients for holidays and in recognition of special accomplishments.
  • Monitored emails, organized inbox, and prioritized messages for supervisor.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
  • Kept extensive contact list updated with new contacts and changes to existing contacts.

Rhinestone Boutique
Granbury, TX

Customer Service Receptionist
01.2014 - 08.2014

Job overview

  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Delivered prompt service to prioritize customer needs.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Implemented and developed customer service training processes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Trained new personnel regarding company operations, policies and services.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Managed timely and effective replacement of damaged or missing products.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Cross-trained and backed up other customer service managers.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Cross-trained and provided backup support for organizational leadership.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed and updated databases to handle customer data.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained staff on operating procedures and company services.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.

Blockbuster Video Store

Assistant Manager
04.2009 - 11.2010

Job overview

  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Monitored security to protect employees, customers and property.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Reviewed sales and gross profit report to assess company efficiency.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Launched quality assurance practices for each phase of development
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Created employee schedules to align coverage with forecasted demands.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Established team priorities, maintained schedules and monitored performance.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Developed detailed plans based on broad guidance and direction.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Developed strategy to increase sales and drive profits.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.

Pronto Check Cashing

Tax Consultant
11.2006 - 11.2008

Job overview

  • Prepared wide array of returns such as corporate, fiduciary, gift, individual, and private foundation returns.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Responded to inquiries from IRS and other tax authorities.
  • Used appropriate adjustments, deductions and credits to keep client's taxes to minimum.
  • Furnished taxpayers with sufficient information and advice to facilitate correct tax form completion.
  • Consulted with clients to assess and mitigate future tax liabilities and determine eligibility for tax abatement.
  • Analyzed financial documents to accurately reflect client information on tax returns.
  • Developed spreadsheet models to accurately track tax information.
  • Calculated estimated tax payments for clients.
  • Utilized tax software to prepare returns and meet deadlines.
  • Completed and filed returns with tax departments at local, state, and federal levels.
  • Prepared US, multistate, and international tax returns for business clients.
  • Researched tax implications for various deductions and credits.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Offered clients recommendations to reduce tax liabilities.
  • Interviewed clients to obtain additional information on taxable income, deductible expenses and allowances.
  • Facilitated communication between clients and tax authorities.
  • Facilitated integration of modern tax software with client accounting software.
  • Collaborated with clients to answer questions and provide advice on tax matters.

Blockbuster Video

Store Manager
02.2001 - 01.2006

Job overview

  • Mitigated business risks by working closely with staff members and assessing performance.
  • Raised property accuracy and accountability by creating new automated tracking method.
  • Trained new employees on proper protocols and customer service standards.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Reported issues to higher management with great detail.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Developed and implemented successful staff incentive programs to motivate employees.
  • Supervised guests at front counter, answering questions regarding products.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Completed point of sale opening and closing procedures.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Approved regular payroll submissions for employees.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Rotated merchandise and displays to feature new products and promotions.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted with hiring, training and mentoring new staff members.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Education

University of Phoenix
Tempe, AZ

Associate of Arts from Psychology
05.2024

Skills

  • Administrative Management
  • Office Organization
  • Customer Relations and Communications
  • Customer Support Needs Assessment

Volunteering Accomplishments

For the last 3 years I have volunteered extensively at Second Baptist Church in Houston. One of my roles is coordinating VBS which facilitates 1200-2000 kids a day for the span of a week. Some of my roles include scheduling, stocking, volunteer care, daily prep, promotion and smooth interaction with families.

Other volunteering interests I have are Teaching at homeschool co-op, leading at American Heritage Girls, and leading women's events.

Availability
See my work availability
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Timeline

Virtual Administrative Assistant

Joyce Marendes
03.2020 - 01.2022

Customer Service Receptionist

Rhinestone Boutique
01.2014 - 08.2014

Assistant Manager

Blockbuster Video Store
04.2009 - 11.2010

Tax Consultant

Pronto Check Cashing
11.2006 - 11.2008

Store Manager

Blockbuster Video
02.2001 - 01.2006

University of Phoenix

Associate of Arts from Psychology

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Charissa Montoya