LESA MONTOYA
Tucson,AZ
Summary
Results-focused Customer Experience Manager offering 6 years of experience leading talented sales personnel. Successful at engaging with staff by discussing sales performance, maintaining accountability, and acknowledging excellent performance. Driven to maintain service standards by supporting staff in handling service issues and customer communications.
Overview
10
10
years of professional experience
Work History
Direct Care Worker
United Cerebral Palsy of Southern Arizona
05.2022 - Current
- Provided emotional support to patients during difficult times, fostering a sense of trust and psychological wellbeing.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Facilitated recreational activities for patients that promoted socialization, physical activity, and cognitive stimulation.
- Managed challenging behaviors effectively using appropriate de-escalation techniques and crisis intervention strategies when necessary.
Assistant Store Manager
Boot Barn
09.2022 - 07.2024
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Direct Care Worker
Attending to a Terminally Ill Child
04.2022 - 07.2022
- Served as full-time care provider for chronically ill child.
Assistant Store Manager
l Michaels
12.2019 - 04.2022
- Responsible for ensuring that exceptional levels of customer service are experienced by each customer while cultivating atmospheres that exceed customer's expectations
- Oversee training of new team members and mentor each to promote productivity, accuracy, and friendly service
- Manage department schedules to maximize coverage during peak hours for over 60 employees
- Complete inquiries on complex problems and resolved issues rapidly
- Work under strict deadlines
- Prevent store losses by leveraging awareness, diligence, and integrity to identify and investigate concerns
- Friendly, knowledgeable service and support
- Receive shipments and maintained organized stock shelves
- Built and maintained effective relationships with peers and upper management
- Log daily shipping and receiving orders
- Developed rapport with customers to establish open lines of communication to better recognize customer needs
Customer Experience Manager
Michaels
12.2016 - 10.2019
- Established performance and service goals and held associates accountable for individual performance
- Organized daily workflow and ensured appropriate staffing to provide optimal service
- Supervised daily operations and sales functions to ensure maximization of revenue, customer satisfaction and employee productivity,
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Reviewed and resolved differences between accounting information and cash drawer
- Mentored new team members on POS system operation, customer service strategies and sales goals
- Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches
- Handled cash and deposits using proper accounting procedures and documentation
- Communicated with Store Manager about discrepancies and devised plans to reconcile any financial issues
- Constructed pallets for sales floor and moved items safely using pallet jacks
- Collaborated with sales team members to stay current on inventory levels, and resolve item issues
Famous Sam's
01.2015 - 04.2017
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with opportunity for improvement
- Adhered to State and Federal alcohol regulations by checking identification prior to serving
- Trained incoming staff on restaurant's practices, culture and procedures to maximize job satisfaction and productivity
- Completed accurate opening and closing duties to facilitate smooth restaurant operations
- Calculated charges, issued table checks and collected payments from up to 40 customers at a time
- Closely monitored customer's intoxication levels
Education
Bachelor of Science - Geographic Information Systems
University of Arizona
Tucson, AZ05.2025
Associate of Science - Sign Language Interpretation
Pima Community College
Tucson, AZ2016
Associate of Arts: Associate of Liberal Arts - undefined
Pima Community College
Tucson, AZ2016
Associate of Applied Science - undefined
Tucson College
Tucson, AZ07.2003
Skills
- Administrative assistance
- Conflict Management
- Inventory Maintenance
- Attentive to detail
- Customer service-oriented
- Team Development
- Multi-tasker
- Management collaboration
- Relationship building and management
Timeline
Assistant Store Manager
Boot Barn
09.2022 - 07.2024
Direct Care Worker
United Cerebral Palsy of Southern Arizona
05.2022 - Current
Direct Care Worker
Attending to a Terminally Ill Child
04.2022 - 07.2022
Assistant Store Manager
l Michaels
12.2019 - 04.2022
Customer Experience Manager
Michaels
12.2016 - 10.2019
Famous Sam's
01.2015 - 04.2017
Bachelor of Science - Geographic Information Systems
University of Arizona
Associate of Science - Sign Language Interpretation
Pima Community College
Associate of Arts: Associate of Liberal Arts - undefined
Pima Community College
Associate of Applied Science - undefined
Tucson College
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