Laura Montoya
Katy,TX
Summary
Professional service coordinator with extensive experience managing service calls and dispatching technicians. Known for strong organizational skills, problem-solving ability, and effective communication. Highly reliable team player with focus on achieving timely and effective results. Skilled in scheduling, customer service, and adapting to evolving priorities.
Overview
2026
2026
years of professional experience
Work History
General Manager
Jack in the Box
04.2016 - 03.2019
- Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
- Cross-trained and backed up other customer service managers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Updated customer orders from start to finish in an accurate and timely manner.
- Managed work flow to exceed quality service goals.
- Food Safety Procedures
- Quality Control Guidelines
- Strong Interpersonal Skills
- Strong Leader
- Efficiently Resolved Problems
- Labor Costs
- Strong Leadership
- High Expectations
- Excellent Staff Management
- Cash Handling
- Active Listening Skills
- Greeted Customers
- Cash Registers
- Carefully interviewed, selected, trained and supervised staff.
- Correctly calculated inventory and ordered appropriate supplies.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Maintained a safe working and guest environment to reduce the risk of injury and accidents.
- Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
Assistant Manager
Jack in the Box
02.2016 - 04.2016
- Greeted customers promptly.
- Created attractive displays to promote items.
- Trained new cashiers on procedures, customer service and sales techniques.
- Answered telephone calls and responded to inquiries.
- Assisted in maintaining preparation and service areas in a sanitary condition
- Checked temperatures of freezers, refrigerators, and heating equipment to ensure proper functioning
- Cleaned and inspected galley equipment, kitchen appliances, and work areas
- Cleaned and organized eating, service, and kitchen areas
- Trained kitchen staff on proper use of equipment, food handling, and portion sizing.
- Responsible for the design and preparation of all menu items for private home/office setting.
- Supervised kitchen staff of 20 people and ensured proper event set-up, food preparation, kitchen clean-up and proper shut down.
Shift leader
Jack in the Box
08.2006 - 01.2016
- Prepared food items
- Displayed enthusiasm and knowledge about the restaurant's menu and products.
- Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff members.
- Took food orders and relayed orders to kitchens or serving counters
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.
- Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients.
- Ensured freshness of food and ingredients by checking for quality, keeping track of old and new items, and rotating stock
- Stocked service stations with items such as ice, napkins, and straws
- Provided excellent customer service
Service Department Dispatcher
Canteen Vending
02.2021 - Current
- Implemented new software systems to streamline dispatch operations, resulting in improved team productivity levels.
- Organized regular meetings with service technicians to discuss ongoing cases, address concerns, and share best practices for continuous improvement.
- Contributed to increased first-time fix rates by dispatching the appropriate technician based on skill set and experience level for each job type.
- Provided detailed reports for management analysis, highlighting key performance indicators such as average response times and customer satisfaction ratings.
- Developed strong working relationships with various departments within the organization including sales teams, customer support representatives, and field service personnel.
- Reduced downtime between jobs by efficiently assigning technicians to new tasks as soon as they became available.
- Managed high call volumes, prioritizing emergency situations and maintaining clear records of all service requests.
- Consistently met or exceeded department goals related to response time targets and overall efficiency metrics.
- Assisted customers with troubleshooting issues over the phone, often resolving problems without necessitating a technician visit.
- Streamlined dispatch processes by implementing efficient scheduling and communication systems.
- Collaborated with management to develop and implement dispatcher training programs, increasing overall department efficiency.
- Improved customer satisfaction with timely service calls and accurate information updates.
- Maintained accurate and up-to-date records of all dispatched jobs, ensuring a clear audit trail for future reference or analysis.
- Handled complex customer complaints professionally, escalating them when necessary while maintaining a supportive role throughout resolution processes.
- Monitored company fleet using GPS technology, ensuring technicians arrived at their destinations promptly and safely.
- Supported technician teams by providing real-time information on traffic conditions, helping to optimize travel routes for faster arrival times.
- Proactively identified opportunities to improve dispatch procedures and implemented changes as needed, resulting in ongoing process improvements and increased efficiency.
- Maintained strong relationships with technicians, promoting open communication lines for updates on job status and completion times.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
- Monitored and tracked dispatch communication systems.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Provided customers with information on products and services.
- Utilized customer feedback to improve customer service.
Receptionist Administrator
Canteen
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Managed multi-line phone system, ensuring prompt and courteous service to callers.
- Updated office policies and procedures manual, ensuring compliance and up-to-date guidelines.
- Implemented new email management system to streamline correspondence and response times.
- Developed and maintained organized filing systems, reducing retrieval time for important documents.
- Maintained inventory of office supplies, preventing shortages and supporting daily operations.
- Enhanced efficiency of mail distribution, ensuring timely delivery and response.
- Increased office security by updating visitor check-in procedures and protocols.
- Facilitated communication between departments, improving overall organizational efficiency.
- Monitored front areas so that questions could be promptly addressed.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Education
High School Diploma -
Royal High School
Brookshire, Tx2008
Skills
- Service-oriented
- Dynamic, friendly hostess
- Staff scheduling
- Natural leader
- Strong work ethic
- Passion for customer satisfaction
- Proven cost-control expert
- Trained in performance and wage reviews
- Results-oriented
- Conflict resolution techniques
- Marketing and advertising
- Inventory control and record keeping
- Staff scheduling
- Food service background
- Point of Sale (POS) system operation
- Proven cost-control expert
- Food Safety
- Informative And Helpful
- Team Player
- Quality Expectations
Languages
Bilingual Spanish/English fluently Organized
Timeline
Service Department Dispatcher
Canteen Vending
02.2021 - Current
General Manager
Jack in the Box
04.2016 - 03.2019
Assistant Manager
Jack in the Box
02.2016 - 04.2016
Shift leader
Jack in the Box
08.2006 - 01.2016
High School Diploma -
Royal High School
Receptionist Administrator
Canteen