Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Daniel Montez

Daniel Montez

Management
Fort Worth,TX

Summary

Seasoned and highly motivated bilingual professional with over 23 years of extensive experience in call center management and operations. Proficient in leading diverse teams, driving operational excellence, and fostering a culture of continuous improvement. Demonstrates exceptional verbal, written, and listening skills, with a proven ability to interact effectively with all levels of the organization and external customers. Expert in negotiation, problem-solving, and delivering results promptly and accurately. Detail-oriented and adept at multitasking, achieving individual and team goals with precision. Rapidly acquires technical knowledge and skills, leveraging a rich background in customer service, collections, loss mitigation, training, and quality assurance. Committed to maintaining the highest standards of quality and excellence in all professional endeavors.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Licensed Service Manager

Goosehead Insurance Agency
03.2025 - Current
  • Oversaw daily operations and service delivery to ensure high-quality customer experiences.
  • Led regular performance reviews, providing constructive feedback to support employee development and growth.
  • Resolved customer complaints in professional and timely manner.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Client Care Manager

Super Inspector
06.2024 - 12.2024
  • Addressed and resolved scheduling conflicts and inspection-related issues.
  • Supervised and coached the call center team to improve performance and service quality.
  • Conducted regular training sessions and performance evaluations.
  • Implemented and monitored KPIs and incentive plans to boost team morale and accountability.
  • Ensured adherence to company standards and procedures in client interactions.
  • Reviewed and analyzed call quality, providing feedback for continuous improvement.
  • Handled escalated client concerns and inspection-related disputes.
  • Developed and maintained documentation for procedures and training.
  • Acted as the point of contact between clients, inspectors, and the corporate office.
  • Prepared regular reports on team performance, client satisfaction, and operational metrics.
  • Utilized data to identify trends and implement corrective actions where necessary.
  • Led training programs such as Cardone University sessions to enhance team skills and knowledge.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.

Assistant Vice President of Operations

BSI Financial
09.2013 - 12.2023
  • Supervised a team of 48 staff members and 4 supervisors across two locations, ensuring efficient operations and high performance.
  • Maintained optimal employment levels by selecting, interviewing, and training personnel, driving operational performance to enhance customer satisfaction through effective forecasting, staff planning, and workforce optimization.
  • Ensured high levels of performance for customer service metrics, including call answer rate, call quality, and accuracy, consistently exceeding targets.
  • Managed and improved operational processes, policies, and systems to support the organization’s mission, enhancing efficiency and quality.
  • Monitored and improved call center operations by tracking system performance, identifying and resolving problems, preparing and completing action plans, and maintaining system processes and new implementations.
  • Developed and drove improvement initiatives to optimize call center performance and customer satisfaction.
  • Maintained departmental key performance indicators (KPIs) and ensured that all customer care duties and agents performed at the highest level of competency and effectiveness.
  • Performed additional duties as assigned by executive management, demonstrating flexibility and a commitment to organizational goals.
  • Provided leadership to ensure continuous development, education, and training of staff on all tasks required for compliant and efficient customer care operations.
  • Ensured regulatory compliance with federal, state, and local laws and regulations regarding debt collection, including FDCPA, ECOA, and privacy laws.
  • Responsible for tracking, responding, managing, and monitoring the company’s social media channels to increase brand awareness, improve marketing efforts, and boost sales.
  • Assisted departments such as legal and compliance with the implementation of new processes, ensuring seamless integration and adherence to regulations.
  • Collaborated with other management team members to identify trends, establish call center goals, and develop strategies for improvement.
  • Determined and reviewed monthly incentives and conducted annual reviews to recognize and reward high performance, fostering a motivated and engaged workforce.

Business Analyst

Retreat Capital Management
12.2011 - 10.2013
  • Conducted comprehensive loan-level quality assurance reviews for Short Sale, Deed in Lieu, and REO loans to ensure transaction accuracy and completeness.
  • Analyzed various documentation, correspondence, and loan attributes to ensure strict compliance with Program Eligibility, Investor Guidelines, Insurer Guidelines, and Regulatory Requirements.
  • Delivered clear and concise written review feedback, adhering to established procedures to maintain high-quality standards.
  • Ensured adherence to company policies and procedures to mitigate potential risk exposure.
  • Maintained strict confidentiality of review findings, customer data, and proprietary company information.
  • Performed continuous tracking and follow-up on assigned review issues through to final remediation, ensuring timely resolution and compliance.

Loss Mitigation, Senior Specialist III

Saxon Mortgage
01.2007 - 12.2011
  • Acted as the primary representative for Investors in the 2nd Lien Department, ensuring adherence to guidelines during Loan Workouts, Forbearance, Stipulations, Modifications, Short Sales, and Deeds in Lieu.
  • Collaborated effectively with Loan Servicing Staff, Investors, Homeowners, Realtors, and Attorneys to facilitate successful loss mitigation strategies.
  • Conducted thorough financial analyses of customers’ income to determine the most suitable workout options, optimizing solutions for both the company and the borrowers.
  • Provided strategic direction and leadership to Risk Management team members, fostering a collaborative and results-driven environment.
  • Developed and delivered comprehensive reports to management and Investors, providing insights and updates on mitigation efforts and outcomes.
  • Prepared detailed weekly tracking reports to identify variances from Investor and Insurer specifications and guidelines, ensuring consistent compliance and performance.

Collections/Escalation Resolution Supervisor

Washington Mutual
01.2005 - 12.2006
  • Proactively contacted delinquent customers to secure payments on home loan accounts, utilizing effective communication and negotiation skills to resolve outstanding balances.
  • Analyzed the underlying reasons for delinquency on active home loan accounts, providing tailored assistance and solutions to help customers regain financial stability.
  • Consistently performed in a high-volume call center environment, managing an average of 80+ inbound and outbound calls daily through an auto-dialer telephone system.
  • Demonstrated exceptional customer service skills by empathetically addressing customer concerns and providing clear guidance on available payment options and support programs.
  • Maintained accurate and detailed records of customer interactions and payment arrangements, ensuring data integrity and compliance with company policies and regulatory requirements.
  • Collaborated with internal teams to escalate and resolve complex account issues, ensuring timely and effective resolution while maintaining customer satisfaction.

Quality Assurance Manager/Trainer

Sprint
01.2003 - 01.2005
  • Conducted daily monitoring of calls for a team of 25 customer service associates, ensuring adherence to quality standards and compliance with FDCPA regulations.
  • Prepared detailed performance reports and provided constructive feedback on monitored calls, driving improvements in service quality and customer satisfaction.
  • Designed and delivered comprehensive training programs, mentoring new associates to facilitate their development and prepare them for future leadership roles.
  • Provided Spanish-speaking assistance to various departments, enhancing communication and support for Spanish-speaking customers.
  • Investigated and resolved complex issues, offering informed recommendations to the Training and Communications Departments and Team Managers to improve processes and outcomes.
  • Implemented quality assurance initiatives and best practices, fostering a culture of continuous improvement and excellence in customer service.

Education

High School Diploma - Diploma

R L Paschal High School
Fort Worth, TX

Skills

  • Positive attitude
  • Reliable and responsible
  • Customer service management
  • Employee training and development
  • Conflict resolution
  • Workflow management
  • KPI monitoring
  • Documentation and reporting

Certification

Licensed Insurance Agent – Life & Health, Property & Casualty
Licensed in all U.S. states, including Texas
National Producer Number (21520255)
Date Obtained: March 2025 — Active

Languages

Spanish
Professional Working

Timeline

Licensed Service Manager

Goosehead Insurance Agency
03.2025 - Current

Client Care Manager

Super Inspector
06.2024 - 12.2024

Assistant Vice President of Operations

BSI Financial
09.2013 - 12.2023

Business Analyst

Retreat Capital Management
12.2011 - 10.2013

Loss Mitigation, Senior Specialist III

Saxon Mortgage
01.2007 - 12.2011

Collections/Escalation Resolution Supervisor

Washington Mutual
01.2005 - 12.2006

Quality Assurance Manager/Trainer

Sprint
01.2003 - 01.2005

High School Diploma - Diploma

R L Paschal High School