Montserrat Moncada
Huntsville
Summary
Quick learning, hardworking and reliable asset in any position held. Focused on going above and beyond to support team, serve all our clients and support new learning. Motivated to continue to grow in whichever position I may have the opportunity to accept.
Overview
14
14
years of professional experience
Work History
CS/CE Agent and New Hire Support Coach
National Debt Relief
07.2023 - Current
- Help mentor, encourage, and provide feedback to help new hires cope and ease into their new role within the company.
- Continue to update myself and notes to ensure best practices for company policies and coaching.
- Implement new strategies to better the experience for future new hires.
- Facilitating new hire development through live call taking during call driving and Nesting, offering guidance to help focus on best practices, navigation, accuracy, service and proper procedures.
- Produce role play scenarios to create hands on experience with one to two individuals at once helping reinforce their training received to ensure understanding
- Provide access to tools, resources and information necessary for new hires to succeed in their roles.
- Multi-tasking to ensure proper assistance is being handed to new hires while assisting existing team members.
- Notate the new hire process to help identify strengths and areas of improvement by also providing constructive feedback to help them continue their progress.
Client Success Representative
National Debt Relief
10.2021 - Current
- Fielded incoming phone calls to support line, solving problems in real-time or escalating call to appropriate team leaders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered excellent customer service, resulting in consistent positive reviews. Able to maintain high quality and deliver accurate information to clients rating for the 2022 year ended with 97.25% in Quality Assurance rating 36th out of 122 agents.
- Able to stay on task with little to no supervision. Ended my 2022 year for my adherence to the company schedule at 87.15% ranking 20th in my conference.
Personal Banker
Prosperity Bank
10.2020 - Current
- Recommended banking products and services to members based on individual requirements
- Processed and managed member accounts for saving, checking, and investment needs
- Accurately opened new accounts by correctly compiling the customer’s information and filing related forms
- Executed wire transfers of funds for customers setting up new accounts as well as existing customers
- Managed the safety deposit system at the bank, including issuing keys and admitting customers to the vault
- Supported the teller team by helping with advanced customers and stepping in during busy periods to manage the customer flow.
Manager
Texas Car Title and Payday Loan Services
02.2020 - 04.2020
- Enhanced office productivity with improved file management systems
- Verified correct placement and proper condition of materials and files
- Offered exceptional office support, including managing telephone calls, processing mail and securing confidential materials
- Completed payments over the phone and management training work with little oversight
- Updated office files daily and kept records organized.
Senior Bank Teller
First Convenience Bank of Texas
08.2019 - 02.2020
- Opened, closed and updated accounts based on individual customer needs
- Boosted revenue though consistent promotion of bank products
- Handled services such as online banking and mobile app needs for customers with accuracy and speed
- Counted every piece of currency carefully when accepting or dispensing cash
- Met customer’s needs consistently with knowledgeable and fast service
- Managed efficient transactions such as deposits, payments and supply purchases for checks or new cards
- Managed files and continuously updated and organized records
- Collaborated with team members to meet daily demands and handle challenging projects
- Developed solid relationships with staff, customers, and vendors.
Assistant General Manager
McDonald’s
05.2011 - 07.2016
- Addressed and resolved escalated customer complaints and worked to restore satisfaction
- Minimized losses with effective security presence and tight employee controls
- Provided consistent feedback and training to empower team members in confident and personable service delivery
- Supervised inventory control measures and collaborated with purchasing person to verify consistent and cost-effective replenishment
- Met business and customer needs consistently by properly organizing schedules, inventory, and team assignments to handle expected demands
- Build a strong, resilient team by identifying and onboarding highly qualified candidates for key front-line and senior management positions.
Education
High School Diploma -
Huntsville High School
Skills
- Record Keeping
- Customer Relations
- Data Entry
- Verbal Communication
- P>Bilingual
Personal Information
Title:
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
CS/CE Agent and New Hire Support Coach
National Debt Relief
07.2023 - Current
Client Success Representative
National Debt Relief
10.2021 - Current
Personal Banker
Prosperity Bank
10.2020 - Current
Manager
Texas Car Title and Payday Loan Services
02.2020 - 04.2020
Senior Bank Teller
First Convenience Bank of Texas
08.2019 - 02.2020
Assistant General Manager
McDonald’s
05.2011 - 07.2016
High School Diploma -
Huntsville High School
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