Lesly Montalvo
Hot Springs,AR
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
29
29
years of professional experience
Work History
Supervisor
Extraordinary Detail
Hot Springs, AR
09.2010 - Current
- Repaired equipment to keep jobs moving smoothly, informing maintenance department of major machinery failures.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Provided supportive link between external customers and internal operations.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Increase sales by 50%
Server
Mardi Gras Restaurant
Hot Springs, AR
12.2016 - 02.2017
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Supported needs of 10- person wait staff who attended to specific needs of countless customers daily
Machinist Mate First Class
US Navy
Norfolk, VA
08.1993 - 08.2010
- Read and interpreted technical documentation.
- Inspected, repaired and replaced system components.
- Performed preventive and corrective maintenance on boilers, engines and generators.
- Safely operated heavy machinery such as pumps, fans and gear reducers without incident.
- Lubricated parts and performed minor and preventive maintenance to improve machine function and increase lifespan.
- Developed team communications and information for meetings.
- Supervised team of 15 sailors, overseeing training, and professional growth of sailors
Education
Master of Arts - Emergency Management
American Military University
Charles Town, WVCertification - Paralegal Studies
American Military University
Charles Town, WV08.2021
Master of Arts - Legal Studies
American Military University
Charles Town, WV04.2020
Bachelor of Arts - Criminal Justice
American Military University
Charles Town, WV11.2017
Skills
- Customer Data Confidentiality
- De-escalation Techniques
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Customer Account Management
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Order and Refund Processing
- Verbal and Written Communication
Timeline
Server
Mardi Gras Restaurant
12.2016 - 02.2017
Supervisor
Extraordinary Detail
09.2010 - Current
Machinist Mate First Class
US Navy
08.1993 - 08.2010
Master of Arts - Emergency Management
American Military University
Certification - Paralegal Studies
American Military University
Master of Arts - Legal Studies
American Military University
Bachelor of Arts - Criminal Justice
American Military University