Renita Montgomery
Green Cove Springs
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
46
46
years of professional experience
Work History
Customer Support Specialist
AT&T Communications
Orange Park
04.2019 - 03.2025
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
Customer Care Representative
AT&T Communications
Syracuse
04.1996 - 03.2019
- Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
Training Manager
Usair Airlines
Syracuse
01.1979 - 01.1996
- Evaluated instructor performance during classes and provided feedback as needed.
- Analyzed data to evaluate effectiveness of current training program offerings.
- Created post-training evaluation surveys to measure performance improvement.
- Provided coaching and mentorship programs for staff members.
- Conducted assessments to determine skill gaps of existing personnel.
- Advised management on best practices related to employee education initiatives.
Education
Bachelor of Science - Business Administration
University Phoenix Online
Phoenix, AZ05-1998
Skills
- Technical support
- Customer relationship management
- Data analysis
- Problem resolution
Accomplishments
- Management mentorship course completed March 2025
Timeline
Customer Support Specialist
AT&T Communications
04.2019 - 03.2025
Customer Care Representative
AT&T Communications
04.1996 - 03.2019
Training Manager
Usair Airlines
01.1979 - 01.1996
Bachelor of Science - Business Administration
University Phoenix Online