Michele Montoya
Austin,TX
Summary
Motivated professional with successful background in the field offering advanced money handling, merchandising and team leadership abilities combined with dedicated and hardworking approach. Focused on maximizing team efficiency and customer satisfaction through training and performance improvements.
Overview
21
21
years of professional experience
Work History
Head Cashier
Lowes
Austin, Tx
10.2023 - Current
- Supervising cashiers: Assign registers, coordinate breaks, and provide support during busy times.
- Helping customers: Answer questions, resolve complaints, and assist with checkout issues.
- Handling money: Monitor cash drawers, provide change, and follow cash-handling procedures.
- Approving transactions: Authorize returns, refunds, price adjustments, and overrides within store policy.
- Training employees: Teach register procedures, customer service, and store policies.
- Managing checkout flow: Watch lines, open registers, and oversee self-checkout.
- Supporting store security: Follow loss-prevention procedures and report suspicious activity.
- Opening and closing: Prepare registers and help balance and secure tills, as assigned.
- Communicating with managers: Report staffing needs, equipment problems, and customer concerns.
Front End Supervisor
The Home Depot
Austin, TX
02.2011 - 12.2023
- Leading employees: Assign tasks, coordinate breaks, monitor coverage, and coach team members.
- Managing daily operations: Oversee registers, self-checkout, returns, and the customer service desk.
- Resolving customer concerns: Handle complaints, explain policies, and approve refunds or adjustments within authorized limits.
- Overseeing cash handling: Verify drawer balances, investigate discrepancies, and follow procedures for deposits and securing money.
- Training staff: Teach checkout procedures, customer service standards, and company policies.
- Monitoring performance: Provide feedback and help employees improve accuracy, efficiency, and service.
- Maintaining safety and security: Keep the front end organized and enforce safety and loss-prevention procedures.
- Supporting management: Report staffing needs, operational problems, and employee concerns.
- Opening and closing: Complete assigned checklists and ensure registers and service areas are ready or secured.
PSR
North Austin Pediatrics
Austin, TX
10.2010 - 10.2012
- Greeting families: Welcome patients and parents, check them in, and update patient information.
- Scheduling appointments: Arrange sick visits, wellness exams, follow-ups, and cancellations.
- Answering calls: Respond to questions and route messages to nurses, providers, or billing staff.
- Verifying insurance: Confirm coverage and collect required insurance information.
- Processing payments: Collect copays and outstanding balances and provide receipts.
- Maintaining records: Accurately enter demographics, forms, and other information into electronic medical records.
- Protecting privacy: Follow HIPAA requirements and office confidentiality procedures.
- Coordinating care: Help with referrals, records requests, and communication between families and clinical staff.
- Supporting families: Address concerns with patience and compassion and refer medical questions to clinical staff.
PSR II
Austin Regional Clinic
Austin, TX
05.2008 - 10.2011
- Assisting customers: Answer questions by phone, email, or in person.
- Resolving problems: Research concerns, explain options, and escalate issues when needed.
- Updating records: Maintain accurate customer information and document interactions.
- Processing requests: Handle payments, applications, orders, or account changes.
- Following policies: Protect confidential information and follow company procedures.
- Supporting coworkers: Help train new employees and answer procedural questions.
- Coordinating with departments: Work with other teams to resolve customer needs.
- Meeting service goals: Maintain accuracy, timely responses, and professional service.
Police Record Technician
City Of Cedar Park PD
Cedar Park, Texas
05.2005 - 12.2008
- Maintaining police reports, incident records, and other department documents.
- Entering and updating information in records management systems.
- Reviewing reports for accuracy and completeness.
- Processing public records requests while protecting confidential information.
- Assisting residents, officers, and other agencies with records questions.
- Preparing and distributing authorized copies of reports.
- Scanning, filing, retrieving, and retaining records according to department procedures.
- Providing customer service by phone, email, and in person.
Education
GED
Austin, TXSkills
- Cash drawer balancing
- Register overrides
- Customer service
- Clear verbal and written communication
- Active listening
- Accurate typing and data entry
- Problem-solving
- Multitasking
- Patience and empathy
- Conflict resolution
- Attention to detail
- Computer proficiency
- Teamwork
- Staying calm under pressure
Timeline
Head Cashier
Lowes
10.2023 - Current
Front End Supervisor
The Home Depot
02.2011 - 12.2023
PSR
North Austin Pediatrics
10.2010 - 10.2012
PSR II
Austin Regional Clinic
05.2008 - 10.2011
Police Record Technician
City Of Cedar Park PD
05.2005 - 12.2008
GED