Elsy Montoya
Genoa,IL
Summary
Dynamic operations manager excelling in logistics and team leadership. Adept at problem-solving and client relationship management, I drive efficiency and foster collaboration, ensuring seamless operations and exceptional service delivery. Passionate about developing talent and enhancing organizational performance.
Overview
13
13
years of professional experience
Work History
Office Administrator
Illinois Alliance Insurance Company
Marengo, USA
09.2024 - Current
- Answered incoming calls promptly and professionally, providing assistance or forwarding calls to appropriate personnel.
- Developed strong relationships with customers through exceptional customer service.
- Maintained organized filing system both electronically and manually for easy access when needed.
- Searched for information in company databases or online to answer questions or resolve problems.
- Adapted to changing priorities and demonstrated flexibility in managing multiple tasks simultaneously.
- Schedule and prioritize phone calls / meetings with clients.
Claim Handler
American Freedom Insurance
Mount Prospect, USA
09.2023 - 09.2024
- Manage insurance claims from initial intake through resolution while ensuring compliance with company policies and procedures.
- Conduct recorded statements and detailed interviews with claimants, witnesses, and involved parties to gather critical information.
- Reviewed claim documentation and coverage details to determine liability and policy applicability.
- Provide exceptional customer service by explaining policy coverage, claim processes, and next steps to policyholders.
- Collaborate with internal departments to ensure accurate, timely, and fair claim resolutions.
Operations Manager
Global Security Aviation
Rosemont, USA
05.2022 - 09.2023
- Directed daily operations for cargo import and export security programs at O'Hare International Airport.
- Managed the daily operations of multiple departments to maximize efficiency.
- Developed talented team, participating in hiring, coaching, and performance management processes.
- Served as primary client contact for arrivals/departures for passenger/cargo, and operational updates.
- Coordinated staffing, scheduling, and security activities to support uninterrupted operations.
Warehouse Office Agent
Total Airport Services
Chicago, USA
02.2021 - 05.2022
- Managed import cargo documentation and customs release processes to ensure timely shipment handling.
- Utilized problem-solving abilities to troubleshoot customer issues promptly and professionally.
- Investigated and resolved customer concerns efficiently to support positive client relationships.
- Built positive relationships with customers through consistent follow-up communications.
- Contributed to smooth warehouse operations through effective communication and coordination.
Passenger Service Agent
Envoy Airlines
Chicago, USA
01.2018 - 02.2021
- Utilized computer systems such as SABRE or Amadeus for booking flights, assigning seats, and printing tickets.
- Communicated flight updates and operational information clearly and professionally.
- Assisted unaccompanied minors according to airport procedures to facilitate child safety.
- Managed gate operations including boarding announcements, seating assignments, and managing standby lists.
- Tracked incoming flights using advanced aviation software programs like FlightAware or FlightStats in order to provide accurate arrival times for passengers awaiting connecting flights.
Supervisor/Lead Passenger Service Agent
Swissport/Menzies Aviation
Chicago, USA
01.2017 - 01.2018
- Trained new employees on company policies, procedures and work ethics.
- Delegated tasks to team members according to individual strengths.
- Addressed customer concerns and ensured high service standards were consistently met.
- Applied strong leadership and organizational skills to maintain efficient airport operations.
- Coordinated aircraft arrivals domestic/international and baggage operations to support on-time performance.
Passenger Service Agent/Ramp Coordinator
Swissport Aviation
Chicago, USA
01.2017 - 01.2018
- Assisted passengers with check-in procedures including verifying identification documents and issuing boarding passes.
- Coordinated aircraft arrivals, departures, baggage handling, and cargo operations.
- Served as liaison between supervisors, ramp personnel, and operational teams.
- Led ramp activities while ensuring compliance with safety and operational procedures.
- Trained and mentored team members on operational processes and problem-solving techniques.
Passenger Service Agent/Operations Agent
Total Airport Services
Chicago, USA
10.2013 - 01.2017
- Oversaw passenger service and operational activities while maintaining a customer-focused environment.
- Calculated aircraft weight and balance data, fuel requirements, and outbound flight documentation.
- Coordinated operational functions to ensure safe and timely departures.
- Managed gate operations including boarding announcements, seating assignments, and managing standby lists.
- Served as a liaison between customers and aircrew members during flight delays or cancellations due to inclement weather conditions.
Skills
- Insurance Claims Processing
- Operations Management
- Problem Solving & Critical Thinking
- Scheduling & Workforce Coordination
- Team Leadership & Staff Development
- Client Relationship Management
- Logistics & Cargo Operations
- Microsoft Office Suite (Word, Outlook, PowerPoint)
- Administrative tasks
- Data Entry & Database Management
- Customer service
- Training and mentoring
- Office management
- Administrative support
- Leadership and supervision
- Continuous improvement
Languages
- English
- Spanish
Timeline
Office Administrator
Illinois Alliance Insurance Company
09.2024 - Current
Claim Handler
American Freedom Insurance
09.2023 - 09.2024
Operations Manager
Global Security Aviation
05.2022 - 09.2023
Warehouse Office Agent
Total Airport Services
02.2021 - 05.2022
Passenger Service Agent
Envoy Airlines
01.2018 - 02.2021
Supervisor/Lead Passenger Service Agent
Swissport/Menzies Aviation
01.2017 - 01.2018
Passenger Service Agent/Ramp Coordinator
Swissport Aviation
01.2017 - 01.2018
Passenger Service Agent/Operations Agent
Total Airport Services
10.2013 - 01.2017