Isaac Montes
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Charter Communications, Spectrum
El Paso, TX
01.2023 - 12.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- During my time working at spectrum, i was able to establish myself as a very valuable representative. Coming out of training i was able to acquire the number one spot in rank and held that spot for 3 months, all while receiving 3 monthly "bronze' rewards, which are awarded to the top 10% of representatives. A quarterly "silver" award which are awarded to the top 10 representatives with the best scorecards/metrics. Now working towards a promotion i took the advise of my wonderful supervisors in our weekly coaching's, in which we sit and talk about where we can improve and our "even betters". How can we be even better than we are? with there always being room to improve, i was able to perfect my craft and get promoted to a level 2 rep, in which it was my responsibility to help my peers on their calls, take escalated calls, and expand my knowledge of the company for better quality . In my remaining time with spectrum i received 3 more bronze rewards, 2 more silver awards , and on pace for annual gold reward which is rewarded to top 1% nationally. However, due to military reasons i was forced to relocate and parted ways on great terms.
Team Associate
Walmart
El Paso, United States
07.2021 - 10.2022
- Greeted customers, helped locate merchandise and suggested suitable options.
- Informed customers of current store promotions to encourage additional sales purchases.
- Utilized highly developed interpersonal and people skills to approach customers and engage in conversations.
- While working at Walmart, I was the top team associate in the electronics department. As the most trusted associate in the department i would overtake the role of my team lead when they were not there to make sure all customers were always taken care and to make sure all associates in my department were on task. I would make sure the department was always stocked and never lacking merchandise to increase sales and to make sure the customers were always satisfied with our electronics department and always found what they were looking for. Whenever there was an upset customer I would be the associate to solve any problem they had and make sure the always left our store in the best possible mood. Our store had the best electronics department in the El Paso sector due to our team always being on task and always fulfilling our roles to the fullest extent and working as a great team.
Team Member
Whataburger
El Paso, TX
03.2021 - 07.2021
- Contributed to team success by completing jobs quickly and accurately.
- Pursued learning opportunities to advance knowledge in any position necessary
- Kept work areas clean, organized and safe to promote efficiency and team safety.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
- While working at Whataburger, my main position was as a cook. I made sure every burger and every meal was cooked to the standards and perfection every single time. I took pride in keeping my station and area clean to minimize any chance of cross contamination and unhealthy standards from taking place. I also learned multiple other positions such as becoming a runner to make sure every meal was taken to the correct customer in a timely manner without mistakes, the fry station to make sure every fry was fresh and never lacked standards, and gator which put together every meal to make sure there was never an item missing and to make sure all items were cooked to the standards if not above standards. I learned all these positions in less than 3 months from working there.
Education
High School Diploma -
J M Hanks High School
El Paso, TX06.2021
Skills
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Exceptional Communicator
- Customer Support
- Presenting Solutions
- Cash Register Operations
- Customer Service and Assistance
- Remote Support
Timeline
Customer Service Representative
Charter Communications, Spectrum
01.2023 - 12.2023
Team Associate
Walmart
07.2021 - 10.2022
Team Member
Whataburger
03.2021 - 07.2021
High School Diploma -
J M Hanks High School