Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Tiana Montgomery

Jacksonville
Tiana Montgomery

Summary

Inbound Sales & Customer Service Representative with extensive sales experience who is friendly and devoted. Strong team player with a positive attitude and the ability to create rapport with clients. Motivated to keep clients satisfied and contribute to the organization's success. Exhibits a strong desire to build relationships, form alliances, and expand businesses; is articulate, dynamic, and results oriented. Some of the abilities I have to offer include a desire for results, a focus on service and quality, planning and organization, problem solving and analysis, risk management, relationship management, adaptability and change management, team leadership, people development, visionary and strategic thinking, and values and ethics.

Professional with strong communication and negotiation skills, adept in building and maintaining client relationships. Proven ability to drive sales, meet targets, and adapt to changing market conditions. Strong team collaborator with focus on achieving results and delivering consistent performance. Skilled in CRM software, lead generation, and customer service.

Overview

12
years of professional experience

Work History

Publishing Concepts

Inside Sales Rep/ Customer Service
04.2021 - Current

Job overview

  • High inbound and outbound call volume
  • Gather stories from High school, College, University alumni, Masonic organization, and Military organization to update alumni information
  • Assisted customers with making payments or establishing payment plans to bring accounts current
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification
  • I made outbound calls to obtain account information
  • Read the script line by line and make it your own
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations
  • Demonstrated excellent communication skills in resolving product and consumer complaints
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor
  • Educated customers on special pricing opportunities and company offerings

Experience Development Center

Senior CRM Client Specialist
10.2023 - 01.2025

Job overview

  • Boosted CRM adoption by streamlining processes and providing comprehensive training to team members.
  • Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decision making.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.
  • Maintained statistical database of customers using Eleads, Vins Solutions,Dealer socket, Monday for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
  • Created activities and engagements to enhance customer experience, knowledge, and patronage.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Developed and implemented standards for staff to provide consistent service to customers.
  • Created customer support strategies to increase customer retention.
  • Managed department call volume of 345 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Assisted customers with opening accounts and signing up for new services.
  • Assisted with conflict resolution during partnership negotiations and acquisitions.
  • Made customers aware of current and new programs and services.
  • Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Developed detailed plans based on broad guidance and direction.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

LAE Consulting

Inbound Customer service Representative
08.2020 - 04.2021

Job overview

  • Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships
  • Identified consumer needs, clarified information and researched issues to provide alternative solutions
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers
  • Forwarded calls to management if outstanding issue required immediate resolution
  • Monitored queues and email inboxes to respond to consumers via multiple media formats
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
  • Maintained strong call control and quickly worked through scripts to address problems
  • Built sustainable relationships and engaged customers by going extra mile
  • Seized opportunities to upsell products, maximizing revenue
  • Strengthened team performance and productivity by training and inspiring team members

Lorenzo Nissan

BDC Representative
06.2019 - 07.2020

Job overview

  • (CRM) Vins, Sales Force
  • Scheduled vehicle-showing appointments for sales team and provided reminder phone calls to customers
  • Followed required scripts and guidelines for inbound and outbound sales calls
  • Developed strong understanding of vehicle product knowledge to assist with automotive sales and customer questions
  • Determined customer automotive needs by asking relevant questions and working to develop relationships
  • Monitored and responded to internet sales leads from company website and third party sites
  • Maintained electronic customer database to round up repeat business
  • Disclosed terms of sales with customers and reviewed sales with management
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements
  • Greeted and assisted customers to foster positive experiences
  • Identified customer needs by asking questions and advising on best solutions

Grieco Ford

BDC Rep
01.2017 - 05.2019

Job overview

  • Scheduled vehicle-showing appointments for sales team and provided reminder phone calls to customers
  • Followed required scripts and guidelines for inbound and outbound sales calls
  • Developed strong understanding of vehicle product knowledge to assist with automotive sales and customer questions
  • Determined customer automotive needs by asking relevant questions and working to develop relationships
  • Maintained electronic customer database to round up repeat business
  • Disclosed terms of sales with customers and reviewed sales with management
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements

California Check Cashing Store

Cashier
02.2016 - 12.2016

Job overview

  • Take payments, Cash check, Fax Information
  • Balance the Vault, Make copies of documents for cash advance
  • Collection calls, auditing contracts, processing contract, Answering phones
  • Count and balance cash drawer, One on one customer service
  • Processing Western union Sends and Receives
  • Cashing money orders, Marketing calls, Sale prepaid cards
  • Assisted with customer requests and answered questions to improve satisfaction
  • Swept and mopped front end during shifts to maintain professional appearance
  • Issued receipts, change and refunds to customers to promote smooth operations
  • Maintained financial records by counting cash and recording tips at end of shift
  • Greeted customers promptly and responded to questions
  • Maintained work area and kept cash drawer organized
  • Counted and balanced cashier drawer

Acceptance Now

Store Manager
04.2013 - 11.2016

Job overview

  • Acknowledge and greet customers
  • Schedule and take commitments from customers for payments
  • Generate weekly and monthly reports Account Management
  • Process end of day reports as well as cash audit reports upon closing
  • Send out and respond to emails
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage
  • Managed inventory tracking and physical inventory counts to minimize loss
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties
  • Generated repeat business by responding to customer concerns with friendly and knowledgeable service
  • Strengthened workflow productivity by hiring, managing and developing top talent
  • Exceeded team goals and resolved issues by sharing and implementing customer service initiatives
  • Answered product questions with up-to-date knowledge of sales and promotions
  • Monitored employee performance and identified performance gaps for corrective action
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues
  • Updated and maintained store signage and displays
  • Enhanced customer satisfaction and store operations through relationship building and daily problem-solving
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines

Education

Guam International Christian Academy
Guam

High School Diploma
06-2005

University Overview

Skills

  • Customer service
  • Attention to detail
  • Exceptional customer service
  • Cheerful and energetic
  • Product knowledge
  • Relationship development
  • Adept multi-tasker
  • Superior organizational skills
  • Upselling and cross selling
  • Customer relationship management
  • Email and phone etiquette
  • Organized and efficient
  • Driven
  • Issue resolution
  • Data entry

Timeline

Senior CRM Client Specialist
Experience Development Center
10.2023 - 01.2025
Inside Sales Rep/ Customer Service
Publishing Concepts
04.2021 - Current
Inbound Customer service Representative
LAE Consulting
08.2020 - 04.2021
BDC Representative
Lorenzo Nissan
06.2019 - 07.2020
BDC Rep
Grieco Ford
01.2017 - 05.2019
Cashier
California Check Cashing Store
02.2016 - 12.2016
Store Manager
Acceptance Now
04.2013 - 11.2016
Guam International Christian Academy
High School Diploma
Tiana Montgomery