Summary
Work History
Education
Skills
Timeline
Generic

Cheri Montgomery

Mulberry

Summary

Adaptable and results-driven professional with a robust background in customer retention, office management, and education. Proven expertise in conflict de-escalation and stakeholder communication, consistently maintaining high satisfaction scores in fast-paced retail and corporate environments. Proficient in utilizing CRM tools to enhance performance analytics and drive strategic account retention. Strong problem-solving abilities and interpersonal skills contribute to organizational success and client satisfaction in a dedicated customer service role.

Work History

Customer Service Game Changer

Concentrix
  • Delivered customer support via phone, chat, and email, resolving inquiries efficiently while maintaining high satisfaction
  • Assisted with Intuit products, including troubleshooting technical and account-related issues
  • Achieved and exceeded performance metrics such as CSAT, quality scores, and productivity targets
  • Documented interactions accurately and collaborated with team members to resolve complex issues

Project Specialist

Self Employed
  • Delivered high-quality remote project support for global clients via Upwork and Hubstaff, maintaining a 100% Job Success Score through clear communication and consistent on-time delivery
  • Resolved complex client inquiries with effective, solution-focused approaches, ensuring high satisfaction and repeat business
  • Managed time-sensitive tasks independently in a fast-paced environment, consistently meeting performance KPIs

Educator

Multiple Education Institutions
  • Managed daily communications for 100+ stakeholders, including students, parents, and administration, ensuring clear and timely resolution of requests
  • Documented complex situations with structured, professional notes using strong communication and active listening skills
  • Adapted information to meet quality standards for diverse audiences, applying problem-solving approaches similar to customer support environments
  • Recognized as Highly Effective in most recent annual performance evaluation

Customer Service Associate

  • Resolved 500+ customer inquiries related to product availability, order tracking, and returns with accuracy and efficiency
  • De-escalated complex customer concerns using empathy and problem-solving, turning negative experiences into positive outcomes
  • Processed credit applications in person and over the phone, supporting high-value sales and successful closings

Customer Service Representative

  • Facilitated real-time communication between sales, transportation, and warehouse teams to ensure accurate and timely order fulfillment
  • Analyzed order discrepancies and delivery issues, providing solutions that improved efficiency and reduced errors
  • Managed high-volume email and chat inquiries in a fast-paced environment, focusing on first-contact resolution
  • Collaborated with cross-functional teams to resolve delivery challenges, supporting a 98% on-time delivery rate

Education

Bachelor of Arts - Business Management

Western Governors University
Salt Lake City, UT
02-2028

Skills

  • Service excellence
  • Problem-solving
  • Skilled in Microsoft Office applications
  • Customer-centric
  • Decision-making
  • Excellent time management skills

Timeline

Customer Service Game Changer

Concentrix

Project Specialist

Self Employed

Educator

Multiple Education Institutions

Customer Service Associate

Customer Service Representative

Bachelor of Arts - Business Management

Western Governors University

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