Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Montiya Montgomery

Columbia,SC

Summary

Customer service team member who is dedicated to providing exceptional service and support to maximize customer satisfaction. Building trust with customers as well as team members to promote satisfaction, resolve concerns, and maintain long-term loyalty is a proven track record. Knowledgeable of providing great customer service to the standards, with a strong ability to remember product and service information in order to resolve issues effectively.

Overview

3
3
years of professional experience

Work History

Customer Service Associate

Walmart Supercenter
Columbia, SC
12.2024 - Current
  • Greet customers, handle transactions, and provide product knowledge in a high-volume retail setting.
  • Maintain a clean and organized front-end area to ensure a positive customer experience.
  • Resolve customer concerns with professionalism and efficiency, supporting customer retention.
  • Train new team members on POS systems and store procedures as needed.

Customer Service Advocate

Cencora
Columbia, SC
10.2023 - 11.2024
  • Communicated regularly with insurance companies to clarify approval policies and expedite pending authorization requests.
  • Reviewed and reconciled authorization records for audit purposes, achieving a near-perfect compliance rating during external reviews.
  • Developed and maintained a knowledge base of payer policies, ensuring the team was always compliant with the latest authorization requirements.
  • Escalated complex cases to management and legal teams, ensuring a swift and accurate resolution for complications requiring special authorization.
  • Processed pre-authorizations for medical procedures per day, achieving a success rate on first-time submissions.

Customer Service Specialist

Conduent
Columbia, SC
02.2023 - 09.2023
  • Helped customers with their questions and concerns, which resulted in a 15% reduction in complaint calls.
  • Provided each customer with a high level of service and support, paving the way for future business opportunities.
  • Talked to customers to figure out the best ways to solve service and billing issues.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.

Customer Service Associate

Walmart Supercenter
Columbia, SC
06.2022 - 01.2023
  • Kept track of transactions and greeted customers as they entered and exited the establishment.
  • Used a point-of-sale system to enter orders, process payments, and issue receipts.
  • Handled customer complaints and kept the checkout area clean and tidy.
  • Provided product expertise by demonstrating features, answering questions, and redirecting objections to emphasize positive features.
  • Observes and reports complaints and problems with food products, services, and work areas.
  • Successfully implemented a new customer service system that resulted in a 25% increase in customer satisfaction rates.
  • Developed and implemented a customer feedback program that resulted in a 15% increase in customer loyalty and a 10% increase in sales.
  • Resolved a high-profile customer issue that had the potential to damage the company's reputation, resulting in a positive outcome for both the customer and the company.

Education

Diploma -

Andrew Jackson High School
Kershaw, SC
01.2019

Skills

  • Customer Service
  • Customer Analysis
  • CRM software
  • Excellent communication and interpersonal skills
  • Operations support
  • Creative problem solving
  • Data entry
  • Multitasking in Fast-Paced Environments
  • Experience with Remote/Virtual Customer Support Tools
  • Call handling efficiency

Accomplishments

  • Successfully implemented a new customer service system that resulted in a 25% increase in customer satisfaction rates.
  • Developed and implemented a customer feedback program that resulted in a 15% increase in customer loyalty and a 10% increase in sales.
  • Resolved a high-profile customer issue that had the potential to damage the company's reputation, resulting in a positive outcome for both the customer and the company.

Affiliations

  • M.I.S.S Organization
  • NAACP Member

Timeline

Customer Service Associate

Walmart Supercenter
12.2024 - Current

Customer Service Advocate

Cencora
10.2023 - 11.2024

Customer Service Specialist

Conduent
02.2023 - 09.2023

Customer Service Associate

Walmart Supercenter
06.2022 - 01.2023

Diploma -

Andrew Jackson High School

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