Crystal Montgomery
Customer Service Representative
Estill Springs,TN
Summary
Customer Service Representative seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Bringing top-notch skills in active listening along with oral and written communication.
Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Willingness to take on added responsibilities to improve system procedures and controls to maximize quality and minimize errors.
Overview
12
12
years of professional experience
Work History
Quality Supervisor
MS Companies
Manchester, TN
06.2022 - 12.2022
- Supervised and directed quality control personnel through effective mentoring, coaching and work delegation.
- Established inspection plan to meet quality control standards.
- Supported audits and led teams to fully investigate quality control processes and root out deficiencies.
- Collaborated cross-functionally with supervisors from departments such as Production and Quality to coordinate effective solutions to systemic problems, resulting in direct reductions in error and rework
- Monitored performance and generated reports detailing quality of product and defect rates.
- Reported production malfunctions to managers and production supervisors.
Team Lead
TE Connectivity Corporation
Tullahoma, TN
04.2020 - 05.2022
- Promoted to leadership position in recognition of strong work ethic
- Followed staffing strategies to achieve production goals
- Delegated daily tasks to team members to optimize group productivity
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries
- Monitored team progress and enforced deadlines
- Counted inventory, resolved discrepancies, and entered data to keep system accurate and current
- Documented production levels and materials used to keep management informed
- Conferred with other supervisors to coordinate operations and activities within or between departments
- Organized and prioritized scheduled jobs and optimized team workflows in order to meet customer demands
- Recommended and executed improvements for production and product quality
- Kept work areas clean, neat and free of safety hazards to maximize efficiency
- Conducted thorough quality checks to verify conformance to specifications.
Packaging Operator
Newell Rubbermaid
Maryville, TN
01.2019 - 06.2019
- Oversaw manual and automated packaging activities
- Collaborated with lead operators and managers to accomplish smooth product changeovers with minimal downtime and wastage
- Set up jobs at the line
- Restocked packaging items and other materials used on the line
- Reported defective materials to supervisors for immediate corrective action
- Reported major incidents or issues to Lead or Supervisor
- Processed finished product by moving through packaging machines
- Cleared machine jams quickly to reset malfunctions and continue production
- Monitored machine outputs to confirm quality deliverables
- Maintained detailed production log identifying materials used, wastage and rejects
- Kept machines and work areas clean to avoid jams, falls and other mishaps
- Inspected product on lines for conformance to quality specifications.
CSR
CPU
Estill Springs, TN
08.2009 - 12.2018
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Recorded account information to open new customer accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
- Updated account information to maintain customer records.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Education
High School Diploma -
Penn Foster Career School
06.2001
Skills
- Customer Service; Professional Telephone Demeanor; Complaint Resolution; Active Listening
- Account Management;Customer Relations; Call Transfers
- Microsoft Excel , Microsoft Word
- Quality Control; Process Improvement Initiatives; Production Monitoring
- Key Performance Indicators (KPI)
- Overseeing Personnel; Leadership; Job Assignments; Train Employees
- Employee Evaluation; Performance Improvement;
- Dedication to product quality
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 10 staff members.
- Collaborated with team of 8 in a Kaizan study and implemented our findings resulting in standardized inventory guidelines leading to greater efficiency in the department and saving money in multiple areas.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Quality Supervisor
MS Companies
06.2022 - 12.2022
Team Lead
TE Connectivity Corporation
04.2020 - 05.2022
Packaging Operator
Newell Rubbermaid
01.2019 - 06.2019
CSR
CPU
08.2009 - 12.2018
High School Diploma -
Penn Foster Career School
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