Rickey Montes
Customer Service Manager
Hampden,ME
Summary
Leader with 10+ years experience, and 13+ years in the customer service industry. Adept in guiding a team to success by analyzing metrics to provide more intentional, individualized coaching sessions. Passionate about cross-functioning partnerships with other departments to identify & resolve root cause of operational issues that affect both internal & external customer experience- therefore increasing future customer satisfaction.
Overview
10
10
years of professional experience
Work History
Perigold Service Manager
Wayfair
04.2022 - Current
- Coaching a team of high end customer service agents who service clients of luxury website Perigold. Analyze metric trends and customer feedback to create individualized development plans. Execute effective coaching sessions to maintain team performance to company standards.
- Partner with Perigold Operations team to analyze root cause of fail points in customer purchase process. Utilize that information to collaborate with necessary departments therefore addressing and solving these issues for all future customers.
- As Perigold grows, develop new SOP's for customer service department. Create scripts, email templates etc. needed for agents to use, therefore equipping them with necessary tools to perform and provide optimal customer experience.
<p>CARE Manager</p>
Wayfair
10.2020 - 03.2022
- Coach team leads to utilize available resources & de-escalation tactics to successfully navigate difficult customer interactions (while maintaining brand loyalty).
- Consistently drive morale and engagement team wide. In addition to monitoring performance, provide support for team leads mental wellness through available company provided resources.
Customer Service Manager
Wayfair
11.2018 - 10.2020
- Supervised employees and assessed performances to determine training needs and define accurate plans for increasing team metrics.
- Drive team attendance through creative initiatives.
- Maintained a consistent engagement level through virtual deployment with team
- Selected for a coaching pilot program 3 months after hire, and also managed phase 2 of said pilot release company wide.
- Trained new managers for Pittsfield, MA call center launch.
Store Manager
Starbucks
11.2014 - 11.2018
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- As Store Manager, customer feedback moved from negative score in customer connection to positive.
- Led last 3 Quality Assurance Standard Audits, 2/3 received Excellent level scores, the highest ever results for store.
Skills
Leadership & Coaching
Accolades
- Winner of Wayfair Top Performing Manager of the Quarter
- 6 time winner of Wayfair Top Performing Manager of the Month
- Winner of Wayfair Core Values Annual Award
Timeline
Perigold Service Manager
Wayfair
04.2022 - Current
<p>CARE Manager</p>
Wayfair
10.2020 - 03.2022
Customer Service Manager
Wayfair
11.2018 - 10.2020
Store Manager
Starbucks
11.2014 - 11.2018
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