Dechelle Montgomery
Tucker,GA
Summary
Highly motivated and dedicated professional with a proven track record of success. Demonstrates leadership skills and effective focus on key responsibilities and outcomes, including problem-solving, project management, and customer service. Recognized for excellent communication, teamwork, and time management abilities. Adaptable to new environments and technologies, committed to continuous professional growth, and dedicated to contributing to the overall success of the organization.
Overview
25
25
years of professional experience
Work History
Machine Operator/Customer Service Representative
H.B. Fuller
04.2022 - 05.2025
- Control and monitor automated machinery to ensure efficient operation and optimal performance
- Set up and calibrate machines, adjusting settings to meet production specifications
- Conduct inspections on raw materials, products, and finished goods to ensure compliance with quality standards
- Conduct basic maintenance tasks, including cleaning, lubrication, and replacing parts to keep machines in optimal condition
- Identify and resolve mechanical or operational issues to minimize downtime and maintain production.
- Adhere to customers orders special orders made upon request
- Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhance customer satisfaction by promptly addressing concerns and providing accurate information.
- Follow all safety procedures and protocols to ensure a safe working environment, including wearing protective gear and following lockout/tag out procedures
- Ensure that production schedules are met and work with team members to resolve any bottlenecks or delays in the production process
- Operate different types of machinery such as CNC machines, presses, lathes, or injection molding machines depending on the industry
- Forklift certification
Machine Operator (Tire-build)/Machine Operator/Customer Service Representative
Continental Tires
10.2020 - 04.2022
- Support sequencing in the schedule of the machines, and other tasks given by the supervisor
- Make necessary adjustments
- Provide support to operators when the machines run out of sequence and require adjustments and advanced troubleshooting
- Support maintenance with major issues
- Adhere to all safety and environmental rules and regulations
- Build semi-raw rubber treads onto buffed tire casings to prepare tires for vulcanization in recapping or retreading processes.
- Ensure immediate notification and response, and initiate preventive measures in case of unsafe or polluting hazards
- Support area problem solving
- Other duties as assigned by Supervisor or Lead
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Resolved complex customer issues, ensuring a positive and efficient experience.
- Streamlined communication with clients, leading to improved relationships and increased retention rates
Customer Service Representative Tech (Part-time)
Kelly Services
10.2019 - 12.2021
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
- Reduced average call handling time through efficient problem-solving techniques and effective use of support tools
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues
- Remote (Part-Time)
Customer Care Supervisor
Crown Health Care Laundry Services
10.2017 - 09.2020
- Enhanced customer satisfaction by resolving complex issues and providing exceptional service.
- Achieved high customer retention rates through consistent follow-up and proactive communication.
- Reduced employee turnover by implementing targeted training programs and performance evaluations.
- Streamlined call center operations for increased efficiency and productivity.
Correctional Officer Corporal
09.2007 - 10.2017
- Oversee and maintain a secure environment for both inmates and staff, consistently adhering to security protocols
- Account for all equipment, supervise employee duties and roles, ensuring adherence to policies and effective team performance
- Provide comprehensive training to new staff, ensuring they are equipped with the knowledge and skills to perform all required tasks efficiently and safely
- Address public inquiries, resolve concerns, and provide assistance, maintaining a high level of professionalism and customer satisfaction
- Effectively address confrontational situations, utilizing conflict resolution skills to maintain safety and security within the facility
Customer Service Representative
Sykes Call Center
02.2010 - 09.2013
- Answer inbound calls: Respond to customer inquiries, providing information about products, services, and company policies in a professional manner
- Resolve customer issues: Address and resolve customer complaints, concerns, and service issues, ensuring a positive outcome and customer satisfaction
- Process orders and transactions: Assist customers with placing orders, processing returns, and handling billing inquiries, and updating account information
- Provide technical support: Offer troubleshooting assistance for product or service-related issues, guiding customers through solutions step-by-step
- Maintain customer records: Accurately update and maintain customer accounts, including contact information, transaction history, and support interactions manage work schedules for staff to ensure optimal coverage during peak hours
- Part-Time
Manager
Taco Bell
01.2000 - 01.2006
- Oversee the day-to-day activities of the restaurant to ensure smooth operations, including managing shifts, staffing, and customer service
- Recruit, train, and develop team members, ensuring they understand their roles and responsibilities and adhere to company policies
- Monitor inventory levels, place orders for supplies and ingredients, and ensure stock is organized and properly stored
- Ensure food is prepared to Taco Bell's specifications and safety standards, maintaining consistency in taste and presentation
- Ensure that the restaurant meets all local health and safety regulations, including food handling, sanitation, and cleanliness
- Handle customer inquiries, complaints, and concerns in a professional manner, ensuring a positive customer experience
- Oversee cash flow, handle cash deposits, and ensure accurate cash handling procedures are followed
- Conduct performance reviews, provide constructive feedback, and implement corrective actions when necessary
Education
Bachelor's - Criminal Justice/ Science
University of Phoenix
Phoenix, AZ01.2015
Master of Science - Cybersecurity
Grand Canyon University
08.2025
High School Diploma - undefined
Sumter High School
Sumter, SC01.1994
Skills
- Strong work ethic
- Good communication
- Attention to detail
- Machinery operation
- Call Management
- Microsoft Office Suite
- Medical Terminology Knowledge
- Billing Management
- Technical Proficiency
- Performance Metrics
- Active Listening
- De-Escalation Techniques
- Calm and Professional Under Pressure
- Inbound Call Management
- Customer Retention Strategies
- Product Knowledge
- Data Entry
- Complaint Resolution
- Product and Service
- Problem-Solving Abilities
- Critical Thinking
Timeline
Machine Operator/Customer Service Representative
H.B. Fuller
04.2022 - 05.2025
Machine Operator (Tire-build)/Machine Operator/Customer Service Representative
Continental Tires
10.2020 - 04.2022
Customer Service Representative Tech (Part-time)
Kelly Services
10.2019 - 12.2021
Customer Care Supervisor
Crown Health Care Laundry Services
10.2017 - 09.2020
Customer Service Representative
Sykes Call Center
02.2010 - 09.2013
Correctional Officer Corporal
09.2007 - 10.2017
Manager
Taco Bell
01.2000 - 01.2006
Master of Science - Cybersecurity
Grand Canyon University
High School Diploma - undefined
Sumter High School
Bachelor's - Criminal Justice/ Science
University of Phoenix
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