Michelle Montgomery
Las Vegas,NV
Summary
Results-oriented Customer Service Specialist with a strong ability to prioritize and multi-task in high-pressure environments. Proven track record of collaboratively achieving both individual and organizational objectives while effectively resolving escalated customer issues. Core competencies include conflict resolution, team collaboration, and exceptional communication skills. Aiming to leverage expertise to enhance customer satisfaction and drive business success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Resolution Specialist
CVS Caremark
Las Vegas, NV
09.2021 - Current
- Enhanced customer experience by upholding superior quality benchmarks.
- Work closely with other team members and departments to provide seamless customer experiences, ensuring efficiency and customer satisfaction.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Conducted detailed investigations into customer complaints to identify root causes and develop appropriate resolutions.
- Identified opportunities for process improvements within the dispute resolution division.
- Provided guidance on dispute resolution processes, procedures and best practices to junior team members.
- Escalated unresolved disputes to higher-level personnel when necessary.
Server
Giordano’s
Las Vegas, USA
09.2021 - Current
- Provided enthusiastic and warm greetings to arriving guests.
- Ensured smooth operations amid large customer volumes daily.
- Exhibited strong memory retention in handling large volumes of customer requests.
- Consistently checked on guests to maintain a positive dining experience.
- Executed thorough upkeep of tables throughout guest stay.
- Handled money transactions accurately while following company procedures for handling cash payments.
Server
Siro Italian Bistro & Pool Server Marriott Orlando World Center
Lake Buena Vista, USA
05.2019 - 06.2021
- Provided guidance on menu items and comprehensive wine choices effectively.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Enhanced guest satisfaction by fostering engaging dialogues.
- Adhered to state and company regulations for alcohol service.
- Provided excellent customer service to ensure satisfaction.
FOH Supervisor
The Winter Park Fish Company
Orlando, USA
01.2018 - 05.2021
- Assisted with interviewing and hiring candidates for front-of-house positions.
- Directed and supported the development of all FOH team members.
- Delivered constructive feedback and facilitated effective coaching.
- Managed customer issues diplomatically and professionally.
- Oversaw scheduling and staffing, maintaining optimal levels for peak and off-peak hours.
- Ensured balanced registers and executed nightly financial deposits.
Server/Asst. Lead Bartender
Wolfgang Puck Bar & Grill
Lake Buena Vista, USA
11.2018 - 06.2020
- Monitored bar staff to maintain high efficiency.
- Ensured a superior guest-focused environment.
- Conducted nightly and weekly checks on bar supplies and equipment.
- Ensured all vendor-delivered alcohol products were efficiently received and shelved.
- Implemented correct cash handling techniques to accurately process payments from guests.
Head Server
Frenchman’s Reef Marriott Beach Resort
St. Thomas, USA
06.2015 - 12.2017
- Facilitated discussions on daily chef specials during pre-shift meetings with FOH team.
- Delivered detailed information about menu offerings to customers with clarity and precision.
- Consistently aided multiple restaurant departments as needed.
- Ensured that all tables were properly set up with appropriate supplies.
- Completed opening and closing checklists to ensure smooth restaurant operations.
Lead Bartender/Server
The Greenhouse
St. Thomas, USA
04.2015 - 12.2017
- Maintained accuracy in preparing designated craft cocktails.
- Regularly achieved peak levels of customer satisfaction.
- Successfully exceeded daily sales goals through strategic upselling of featured items.
- Monitored guest consumption of alcohol to ensure that no one became overly intoxicated.
- Ensured exactness in cash handling and kept an error-free register and provided daily cash payouts.
- Kept accurate inventories and notified management of ordering needs for liquor, beer, wine and bar supplies
Education
Master in Public Administration -
Keller Graduate School of Management
Chicago, IL05-2007
Skills
- Escalated calls management
- Investigation skills
- De-escalation techniques
- Staff training and development
- Strong communication skills
- Strong work ethic
- Customer service
- Teamwork and collaboration
Certification
- Alcohol Awareness Training 12/28/25
- Certified Food Safety Manager Card 2/25/26
Timeline
Senior Resolution Specialist
CVS Caremark
09.2021 - Current
Server
Giordano’s
09.2021 - Current
Server
Siro Italian Bistro & Pool Server Marriott Orlando World Center
05.2019 - 06.2021
Server/Asst. Lead Bartender
Wolfgang Puck Bar & Grill
11.2018 - 06.2020
FOH Supervisor
The Winter Park Fish Company
01.2018 - 05.2021
Head Server
Frenchman’s Reef Marriott Beach Resort
06.2015 - 12.2017
Lead Bartender/Server
The Greenhouse
04.2015 - 12.2017
Master in Public Administration -
Keller Graduate School of Management
Similar Profiles
Maria Lourdes CruzMaria Lourdes Cruz
Certified Pharmacy Technician at CVS CaremarkCertified Pharmacy Technician at CVS Caremark
Natasha HallNatasha Hall
Prior Authorization Representative at CVS CaremarkPrior Authorization Representative at CVS Caremark
Darias GilmoreDarias Gilmore
Customer Care Representative at CVS CaremarkCustomer Care Representative at CVS Caremark
Samantha HollisSamantha Hollis
Senior Quality Coordinator at CVS CaremarkSenior Quality Coordinator at CVS Caremark
Shauna HallahanShauna Hallahan
Paralegal at Fuller Law PracticeParalegal at Fuller Law Practice