James Montgomery
Apache Junction,AZ
Summary
Adept at fostering community engagement and resolving complex technical issues, I leveraged my technical aptitude and leadership skills at Keap to enhance user satisfaction and drive continuous product improvement. My proactive approach and commitment to growth resulted in significant positive feedback from both customers and internal teams.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Community Coordinator
Keap/Thryv
Chandler, AZ
10.2023 - Current
- Managed Keap's online community and social platforms, fostering engagement and meaningful discussions.
- Supported community members, customers, and partners by addressing inquiries, resolving issues, and educating users on Keap’s features.
- Escalated critical issues to internal teams, ensuring timely resolutions, and clear user communication.
- Collected and analyzed product feedback, collaborating with Product Managers to prioritize features, and address user needs.
- Partnered with Support Leadership to identify trends and update help articles, ensuring accuracy and relevance.
- Compiled insights from community activity into quarterly reports to identify common trends and feature requests.
- Triaged user concerns with relevant teams to ensure needs were met and satisfaction remained high.
Tier 2 Technical Support Representative
Keap
Chandler, AZ
12.2022 - 10.2023
- Resolved advanced technical issues and complex inquiries for business owners and Keap Partners, delivering tailored solutions and ensuring customer satisfaction.
- Leveraged knowledge of the Keap software and APIs to troubleshoot high-level scenarios, perform basic API testing, and guide users effectively.
- Simplified technical concepts for non-technical customers, enhancing understanding and increasing core usage.
- Owned escalated cases, collaborating with internal teams to resolve issues efficiently and transparently.
- Mentored Tier 1 representatives by sharing expertise, assisting with challenging cases, and promoting team growth.
- Provided coverage for Advanced Support and Support Leadership/Management, ensuring smooth operations during periods that demanded coverage.
Tier 1 Technical Support Representative
Keap
Chandler, USA
11.2021 - 12.2022
- Assist business owners with technical issues and general inquiries, while delivering a high level of customer satisfaction.
- Escalated complex issues to Advanced Support, ensuring proper follow-up until resolved.
- Collaborated with other departments to address customer concerns, align on solutions, and ensure clear expectations were communicated effectively during interactions.
- Developed an understanding of the Keap software through hands-on experience and troubleshooting, gaining familiarity with its features and functionality to better assist customers.
Grout Technician
Interior Logic
Phoenix, USA
09.2020 - 03.2021
- Performed whole-house re-grouting in occupied residential homes, ensuring precision and minimal disruption to residents.
- Conducted grout touch-ups and tile replacements in both customer-occupied and production homes, maintaining high-quality workmanship.
- Managed tile deliveries and inventory, ensuring materials were accurately transported to job sites in a timely manner.
- Occasionally led grout teams, coordinating tasks to ensure projects were completed efficiently and to company standards.
- Provided excellent customer service by addressing client concerns, answering questions, and ensuring satisfaction with the final results.
Cook
Raising Cane’s
Tempe, USA
06.2020 - 07.2020
- Followed food safety procedures while preparing customer orders.
- Maintained a clean and organized kitchen in a fast-paced, high-volume environment.
- Performed daily cleaning tasks, including mopping floors, and sanitizing workstations, to meet health and safety regulations.
- Assisted with physical labor tasks such as reorganizing kitchen supplies, managing food inventory, and handling trash removal.
Cook
Sonic Drive-in
Mesa, USA
05.2018 - 06.2018
- Followed food safety procedures while preparing customer orders.
- Maintained a clean and organized kitchen in a fast-paced environment.
- Performed routine cleaning tasks, including mopping floors, and sanitizing workstations.
- Assisted with light physical labor, such as organizing kitchen supplies, and managing food inventory.
Education
High School -
Sun Valley High School
Mesa, AZ12.2019
Skills
- Active listening
- Technical aptitude
- Adaptable
- Precise
- Leadership
- Continuous growth and learning
- Work ethic
Service Experience
Superstition High School – Mesa, AZ
2016 – 2017
- Participated in the Service Learning Program, contributing to community improvement through trash cleanup, landscaping, and food bank preparation.
Certification
- Digital Marketer Mastery Certificate – DigitalMarketer, Earned — March, 2023
Timeline
Community Coordinator
Keap/Thryv
10.2023 - Current
Tier 2 Technical Support Representative
Keap
12.2022 - 10.2023
Tier 1 Technical Support Representative
Keap
11.2021 - 12.2022
Grout Technician
Interior Logic
09.2020 - 03.2021
Cook
Raising Cane’s
06.2020 - 07.2020
Cook
Sonic Drive-in
05.2018 - 06.2018
High School -
Sun Valley High School
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