Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Ernesto Montanez

Tucson,AZ

Summary

Dynamic professional with a strong background in client support and conflict resolution, honed at Citi. Proven ability to enhance customer loyalty through effective de-escalation techniques and problem-solving skills. Recognized for consistently exceeding performance metrics while maintaining a calm demeanor under pressure. Proficient in computer applications and excellent in verbal communication.

Overview

14
14
years of professional experience

Work History

Cook

McDonald's Restaurant
11.2011 - 02.2012
  • Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
  • Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
  • Prepared meals efficiently under time constraints for timely service during peak hours.
  • Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
  • Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.

Educational Specialist

True Potential LLC
02.2012 - 04.2016
  • Conducted academic advisement services for students on reoccurring basis to maintain educational progression.
  • Developed intervention plans for struggling students, providing additional resources and support as needed.
  • One-on-one instructional support.
  • Applied Behavior Analysis (ABA) principlies.
  • Sensory integration techniques.
  • Data collection and progress monitoring.
  • Visual and structured learning strategies.
  • Communication support (verbal and non-verbal).
  • Classroom collaboration and team-based planning.
  • Parent and caregiver communication.
  • Patience, empathy, and adaptability.

Customer Service Representative

Citi
04.2016 - 10.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Service Escalation Specialist

Citi
10.2019 - Current
  • Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective problem-solving techniques.
  • Recognized as a top performer within the team, consistently meeting or exceeding key performance indicators related to escalation case handling.
  • Conducted root cause analysis on recurring issues, implementing corrective actions to prevent future occurrences.
  • Provided personalized assistance for high-value clients, ensuring their needs were met and fostering long-term relationships.
  • Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.

Education

High School Diploma -

Tucson High Magnet School
Tucson, AZ
05-2011

Skills

  • Client support experience
  • Complaint handling
  • De-escalation techniques
  • Remote support
  • Problem-solving skills
  • Calm and professional under pressure
  • Excellent communication
  • Proficient in computer applications
  • Verbal and written communication
  • Strategic decision-making

Languages

English
Native or Bilingual
Spanish
Full Professional

Timeline

Customer Service Escalation Specialist

Citi
10.2019 - Current

Customer Service Representative

Citi
04.2016 - 10.2019

Educational Specialist

True Potential LLC
02.2012 - 04.2016

Cook

McDonald's Restaurant
11.2011 - 02.2012

High School Diploma -

Tucson High Magnet School

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Ernesto Montanez