LeeAnn Montalbo
Killeen,TX
Summary
Customer Service Representative with extensive experience in sales support and call center environments. Expertise in conflict resolution, communication, and relationship management drives customer satisfaction and retention. Proven ability to enhance operational efficiency and team performance through effective problem-solving and collaboration. Committed to delivering exceptional service and creating positive customer experiences.
Overview
1
1
Language
6
6
years of professional experience
Work History
Lead Member Service Representative
Crunch Fitness
Killeen, TX
01.2026 - Current
- Resolved member inquiries regarding memberships, billing, and club policies with accurate, timely communication.
- Processed new enrollments, freezes, and cancellations while maintaining organized membership records.
- Supported retention efforts by addressing concerns and recommending suitable membership solutions.
- Delivered engaging club tours and explained amenities, programs, and service offerings to prospective members.
- Mentored new hires, shared best practices, and contributed to increased team productivity within the local area.
- Trained new representatives on membership policies, service standards, and guest check-in procedures.
- Addressed escalated complaints, de-escalated conflicts, and restored positive member experiences.
- Monitored team performance metrics closely, providing constructive feedback and coaching as needed to maintain optimal productivity levels across all representatives.
Member Service Representative
Crunch Fitness
Killeen, TX
08.2024 - Current
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Strengthened customer retention by offering discount options.
- Provided assistance to sales team to enhance overall performance. members to drive growth and development.
- Assisted customers with price checks, lifting heavy items, and addressing other inquiries.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Enhanced customer satisfaction by resolving issues with expertise and friendly service.
- Referred complex issues to management for resolution.
- Achieved goals for member experience, transaction accuracy, and product cross-sell, resulting in consistent growth.
- Assisted members with account inquiries and service requests effectively.
- Resolved member issues through active listening and problem-solving skills.
- Oversaw daily maintenance tasks, including cleaning surfaces and stocking shelves.
- Performed daily maintenance and cleaning of equipment.
- Led a team of sales directors in managing territory sales operations.
- Created weekly sales reports to track progress towards sales goals.
- Trained new staff on store policies, procedures, and sales techniques.
- Helped customers find specific products, answered questions, and offered product advice.
- Welcomed customers at store entrance to create a friendly atmosphere. and provided exceptional customer service.
- Handled customer complaints in a professional manner.
Lifeguard
City of Killeen
Killeen, TX
05.2026 - 09.2026
- Assessed the safety conditions of the swimming area and activated the Aquatics Emergency Action Plan as needed.
- Supervised swimming activities at the aquatics facility, ensuring that policies, guidelines, and safety procedures were followed.
- Assessed the safety conditions of the swimming area and activated the Aquatics Emergency Action Plan.
- Learned and maintained proficiency in first responder skills, such as First Aid and CPR, to offer individuals in distress optimal support and perform emergency rescues as needed.
- Acquired knowledge of essential skills and procedures for aquatics safety and emergency response. and maintained proficiency in first responder skills, such as First Aid and CPR, to offer individuals in distress optimal support and perform emergency rescues as needed.
- Executed emergency rescues for swimmers in distress to ensure their safety and well-being. swimmers in danger and provided first aid when necessary.
- Supervised and assisted with the cleaning of the pool and associated facilities and equipment.
- Conducted monthly drills to reinforce adherence to safety protocols and enhance emergency readiness.
- Developed and implemented emergency action plans.
Crew Member
Chipotle
Killeen, TX
09.2022 - 09.2024
- Cleaned tables and equipment, swept floors, and restocked items to maintain a welcoming dining environment.
- Served food promptly to enhance guest satisfaction and ensure positive dining experiences.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Engaged with guests to provide attentive customer service and foster a friendly atmosphere.
- Packaged menu items into bags or trays and placed drink orders into carriers.
- Supported team goals by completing assigned tasks promptly. by quickly completing assigned tasks.
- Organized and restocked supplies to support operations and team productivity.
- Stocked shelves and cases with new or transferred items.
Crew Member
McDonalds
Killeen, TX
06.2020 - 09.2022
- Interacted pleasantly with guests to deliver quality customer service.
- Served food promptly to enhance guest satisfaction.
- Entered orders into the computer system to send order details to the kitchen, mentioning customers' special requests and food allergies in person.
- Engaged with guests warmly to ensure exceptional customer service.
- Packed fast food products in approved containers, cups, and bags.
- Wiped down tables and equipment, swept and refilled stock.
- Collaborated with team members to complete tasks efficiently during busy shifts. by quickly completing assigned tasks.
- Organized and restocked supplies to support operations and team productivity.
- Stocked shelves and cases with new or transferred items.
- Drove team success by quickly completing assigned tasks.
- Upheld high standards of productivity and quality in operations.
- Executed daily responsibilities with attention to detail and efficiency. accurately and efficiently.
Education
Bachelor of Applied Science - Criminal Justice
Texas A&M University Central Texas
Killeen05.2027
Associate of Applied Science - Criminal Justice
Central Texas College
Killeen, TX12.2024
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Killeen High School
Killeen12.2021
Skills
- Customer Service
- Customer Relations
- Cash Handling
- Membership Sales
- Store Opening and Closing
- Cleaning and Sanitizing
- Multitasking and Organization
- Time Management and Prioritization
- Adaptability and Flexibility
- Store operations
- Teamwork and Collaboration
- Team coordination
- Collaboration and Teamwork
- Dependable and Cooperative
- Clear Communication
- Task prioritization
LANGUAGES
Spanish: Intermediate
Timeline
Lifeguard
City of Killeen
05.2026 - 09.2026
Lead Member Service Representative
Crunch Fitness
01.2026 - Current
Member Service Representative
Crunch Fitness
08.2024 - Current
Crew Member
Chipotle
09.2022 - 09.2024
Crew Member
McDonalds
06.2020 - 09.2022
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Killeen High School
Associate of Applied Science - Criminal Justice
Central Texas College
Bachelor of Applied Science - Criminal Justice
Texas A&M University Central Texas