Summary
Overview
Work History
Education
Skills
Certification
Internships
Institution
Location
Personal Information
Assessments
Languages
Interests
Timeline
Generic

Terri Lamontagne

Bellingham,MA

Summary

Dedicated and organized professional seeking a position to fully utilize skills. Experienced leader and developer of people with deep understanding of customer needs and strong commitment to delivering high-quality support. Proven track record of improving customer satisfaction through effective problem resolution and proactive communication. Collaboration skills, reliability, and adaptability make an asset in dynamic situations. Strong leader and problem-solver dedicated to streamlining operations, reducing costs, and promoting organizational efficiency. Independent decision-making skills and sound judgment consistently contribute to company success.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Experience Specialist II

Cytiva
04.2024 - Current
    • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
    • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
    • Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
    • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
    • Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
    • Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
    • Collaborated with team members to create a positive work environment and improve overall customer experience.
    • Implemented new strategies to reduce average call handling time, increasing productivity and customer satisfaction.
    • Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
    • Managed daily operations of the call center, ensuring optimal staffing levels, resource allocation, and workload distribution.
    • Coordinated efforts between multiple departments for seamless integration of services, eliminating redundancies that hindered workflow efficiency.
    • Assisted in recruiting top talent by participating in job fairs, conducting interviews, and evaluating candidates based on skills assessments results.
    • Initiated incentive programs to motivate employees, leading to higher engagement levels and improved performance metrics.
    • Led cross-functional teams in developing strategies for improving call center operations, resulting in increased efficiency and cost savings.
    • Implemented quality assurance measures to ensure adherence to company policies and maintain high standards of customer care.
    • Recommended process improvements based on regular evaluations of call center metrics, leading to consistent increases in efficiency and customer satisfaction.
    • Enhanced team productivity with regular performance evaluations, feedback, and coaching sessions.

Customer Experience Specialist

Cytiva
11.2021 - 04.2024
  • Duties include but not limited to managing incoming calls and customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction
  • Creating SOPs and developing processes
  • Dispatch work orders to FEs & provide quote support for products and services
  • Working with internal & external customers
  • Maintaining metrics and assisting with leading the team
  • Highly Organized
  • Collaborative problem solving
  • Team Goal Organization & communication
  • Motivational Organizational Behavior
  • Taking ownership and overseeing of programs, creating SOP's / work instructions, and implementing continuous improvement such as the OLP FE Lead Program, CBLS program & Warranty Conversion Program
  • Program Champion for LIVE CHAT
  • Leading, Training, and managing the part ordering process
  • Assisting with the LATAM Merge / EMEA Quality assessments
  • Maintaining ability to learn on all platforms (Oracle, Kubra, Qlik Sense, QlikView, etc..) to increase my business intelligence at Cytiva
  • Completed in the Woman & Friends coaching program to become a better leader and achieve aspirations at Cytiva
  • Completed additional trainings and completed PSP training on 9/12/23
  • Participated in the FAC committee
  • Promoted to Customer Experience Specialist II in 2024

DJ/Host Manager

Medway Lotus
10.2014 - Current
  • Karaoke DJ host consists of managing computer and soundboard while interacting with crowd
  • Delivered high-energy and interactive performances and vocal entertainment to guests
  • Entertained guests while simultaneously arranging and improvising popular music based on audience reactions
  • Maintained ongoing system for development, recruitment, recognition and retention of audience
  • Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives
  • Trained current employees on additional job positions to maintain
  • Maintain schedule & coverage of roles at all times
  • Implemented effective time management strategies allowing proper preparation prior to each performance.
  • Managed sound equipment setup and breakdown, ensuring optimal audio quality for each performance venue.
  • Improved event atmosphere by curating tailored playlists for a diverse range of clients and venues.
  • Monitored crowd reactions adjusting setlists accordingly for an engaging experience tailored towards audience preferences.
  • Offered creative input on event themes, assisting in the development of unique celebrations catered to client preferences.
  • Customized DJ equipment configurations based on individual event requirements and space restrictions.
  • Customized lighting setups to complement music and enhance mood, creating memorable experience for guests.
  • Led promotional efforts on social media platforms, growing audience base and boosting event attendance.

Business Manager

The Learning Experience
07.2019 - 08.2020
  • Supervise teachers and childcare workers
  • Hire and train new staff members
  • Provide professional development opportunities for staff
  • Establish policies and communicate them to staff and parents
  • Develop educational programs and standards
  • Maintain instructional excellence
  • Assist staff in communicating with parents and children
  • Meet with parents and staff to discuss students' progress
  • Prepare budgets and allocate program funds
  • Ensure that facilities are maintained and cleaned according to state regulations
  • Develop and manage the center's budget
  • Develop and implement curriculum and activities for children
  • Monitor the safety and security of the center
  • Maintain records of children's attendance, progress, and behavior
  • Incorporated music and art activities to encourage creativity and expression
  • Familiarized parents with center's policies, regulations, fees and curriculum
  • Mediated talks between parents and teachers regarding disciplinary concerns
  • Maintained developmentally appropriate environment
  • Implemented positive discipline
  • Followed policy of warning, talk and parent check-in
  • Maintain monthly budgets, reports, child & staff medical records and marketing events while communicating with vendors
  • Processed Payroll adp / paychex
  • Lead regional meetings with other schools
  • Increased new Enrollment by 50%
  • Over 18 years child care experience
  • Multi-location support Milford & Littleton
  • Won Center of Excellence Award
  • Increased overall team productivity by fostering a positive work environment and providing effective leadership.
  • Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.
  • Communicated with customers and vendors positively with particular attention to problem resolution.
  • Negotiated contracts with suppliers and vendors, securing favorable terms for the company while maintaining strong relationships.
  • Oversaw financial operations, maintaining accurate records and ensuring compliance with industry regulations.
  • Successfully managed organizational change initiatives, minimizing disruptions to daily operations while achieving desired outcomes.

Lead Preschool Teacher / Business Manager

The Learning Experience
09.2009 - 07.2019
  • Carefully monitored children's play activities
  • Read stories to the children and taught them painting, drawing and crafts
  • Employed a variety of materials for children to explore and manipulate in learning activities and imaginative play
  • Incorporated music and art activities to encourage creativity and expression
  • Maintained daily records of activities, behaviors, meals and naps
  • Carefully identified warning signs of emotional and developmental problems in children
  • Created and implemented a developmentally appropriate curriculum
  • Offered stimulating curriculum that accommodated all learning styles
  • Sparked creativity and imagination by helping children discover new things each day
  • Familiarized parents with center's policies, regulations, fees and curriculum
  • Mediated talks between parents and teachers regarding disciplinary concerns
  • Maintained developmentally appropriate environment
  • Implemented positive discipline; followed policy of warning, talk and parent check-in
  • Supervised circle time, free play, outside play and learning and developmental activities
  • Encouraged early literacy through read-aloud time and alphabet games
  • Increased new enrollment 30%
  • Over 10 years child care experience
  • Lead team while migrating into business manager role
  • Multi-location support Foxboro & Littleton
  • Won center of Excellence award
  • Established strong relationships with parents through regular communication regarding their child''s progress, fostering increased parental involvement in the educational process.
  • Conducted regular parent-teacher conferences to discuss student progress and areas of improvement, encouraging a collaborative approach to education.
  • Incorporated play-based learning opportunities into daily routines, allowing students to explore new concepts while developing critical thinking skills through hands-on experiences.
  • Utilized positive reinforcement techniques when addressing behavioral issues, maintaining a respectful and orderly classroom environment conducive to learning.
  • Utilized books, songs and games to engage students.
  • Supported the social-emotional development of students by implementing lessons on empathy, communication skills, and conflict resolution.
  • Sanitized toys and play equipment each day to maintain safety and cleanliness.
  • Submitted weekly lesson plans.
  • Mentored new educators on effective teaching strategies, contributing to their professional development and success in the classroom.
  • Prepared pre-class materials.
  • Provided support for children with special needs or behavioral challenges, implementing personalized accommodations to promote inclusivity within the classroom setting.
  • Attended professional development workshops regularly, staying up-to-date with current early childhood education trends and techniques for enhanced instruction quality.

Education

Some College (No Degree) - Child Development Emphasis in Special Needs Education, Business Administration & Marketing, Emergency Preparedness

Dean College
Franklin, ma

High School Diploma -

Milford High School
Milford, MA
01.2007

Skills

  • Emergency Preparedness
  • Marketing
  • Child Development
  • Early Childhood
  • Child Care
  • Retail Sales
  • Teaching
  • Public Speaking
  • Communications
  • Community Outreach
  • Microsoft Office
  • Problem Resolution
  • Organizational Skills
  • Microsoft Excel
  • Customer Service Skills
  • Team Building
  • Event Planning
  • CPR
  • Microsoft Word
  • Preschool Experience
  • Program Development
  • Administrative Experience
  • Budgeting
  • Classroom Management
  • Curriculum Development
  • Classroom Experience
  • Strategic Planning
  • Customer service
  • Management
  • Infant care
  • Office Management
  • Childcare
  • Leadership
  • Project management
  • Salesforce
  • Oracle
  • Mentoring
  • Business Intelligence
  • QlikView
  • Paychex
  • Live Chat
  • Event Marketing
  • Preventative Action
  • ADP
  • CRM software
  • Trend monitoring
  • Client advocacy
  • Policy improvement
  • Data entry
  • Teamwork and collaboration
  • Quality control
  • POS systems and ordering platforms
  • Complaint resolution
  • Problem resolution
  • De-escalation techniques
  • Customer relations
  • Database management
  • Report creation
  • Sales and upselling
  • Regulatory compliance
  • Administrative and office support
  • Call metrics

Certification

  • IT/LTP DII EEC Certification, Present
  • ServSafe, Present
  • CPR/First Aid, Present
  • Driver's License, Present
  • Child Development Associate Certification, Present
  • Teaching Certification, Present

Internships

Internships in office settings

Institution

Dean College

Location

Franklin, MA

Personal Information

  • Title: Organized Leader & Developer of people
  • Work Permit: Authorized to work in the US for any employer

Assessments

Office manager, Proficient, 09/01/20

Languages

Spanish
Limited Working
Portuguese
Elementary

Interests

  • Music
  • DIY and Home Improvement
  • Watching Movies and TV Shows
  • Personal Development and Self-Improvement

Timeline

Customer Experience Specialist II

Cytiva
04.2024 - Current

Customer Experience Specialist

Cytiva
11.2021 - 04.2024

Business Manager

The Learning Experience
07.2019 - 08.2020

DJ/Host Manager

Medway Lotus
10.2014 - Current

Lead Preschool Teacher / Business Manager

The Learning Experience
09.2009 - 07.2019

Some College (No Degree) - Child Development Emphasis in Special Needs Education, Business Administration & Marketing, Emergency Preparedness

Dean College

High School Diploma -

Milford High School

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Terri Lamontagne