Juan Montoya
Phoenix,AZ
Summary
Results-driven Client Experience and Support Manager with 10 years of experience developing and implementing client services strategies to maximize client satisfaction and loyalty. Expertise includes problem resolution, quality assurance, process improvement, team leadership and performance management.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Client Experience and Support Manager
Concord Servicing Corporation
07.2014 - 06.2023
- Managed book of business containing 20+ clients.
- Identified and executed opportunities to engage clients.
- Managed, measured, tracked and resolved client issues to achieve timely resolutions.
- Coordinated with internal departments on implementation of new client business.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and coached client support team on client service best practices, product knowledge and communication skills.
- Followed through with client requests to resolve problems.
- Communicated with assigned accounts, set expectations and negotiated priorities.
- Onboarded new clients through established internal implementation cycle.
Account Representative
Concord Servicing Corporation
02.2002 - 07.2014
- Collaborated with other departments to address customer needs and service requests.
- Processed client payments and updated accounts.
- Supported customer satisfaction through regular follow-up and communication.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Identified and implemented process improvements to maximize efficiency.
- Researched and recommended new products to meet customer needs.
- Analyzed accounts for delinquencies and other ongoing issues.
Education
Associate of Applied Science - Graphic Communications
Arizona Western College
Yuma, AZ05.2001
Skills
- Client Experience Management
- Customer Service Coaching
- Team Leadership
- Employee Performance Management
- Process Improvement
- Metrics Analysis
- Managing Operations and Efficiency
- Logistics Policies and Procedures
- Account Resolutions
- Interdepartmental Collaboration
- Professional Relationships
- Verbal and Written Communication
Certification
- Product Owner Certification, Scrum Alliance - 2015
Languages
Spanish
Native or Bilingual
Timeline
Client Experience and Support Manager
Concord Servicing Corporation
07.2014 - 06.2023
Account Representative
Concord Servicing Corporation
02.2002 - 07.2014
Associate of Applied Science - Graphic Communications
Arizona Western College
- Product Owner Certification, Scrum Alliance - 2015
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