Keila Montgomery
Kansas City
Summary
Personable and dedicated customer service representative with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company. Experienced Remote (WFH) representative 4+years.Authorized to work in the US for any employer.
Overview
13
13
years of professional experience
Work History
Personal Care Assistant
The Whole Person
07.2024 - Current
- In-Home Care assistant.
- Assistance with bathing or hygiene
- Assistance with dressing and grooming
- Meal Preparation
- Laundry and Housekeeping
- Medication set up and reminders
- Shopping and Errands
- Nurse Visits
Customer Service Representative
Safe Haven Security
12.2023 - 04.2024
- Call center setting.
- High volume incoming calls assisting new and current customers with home security system questions.
- Schedule appointments for new service or services calls for current customers, collecting service fee payment.
- Submit tickets for refunds, tech support, cancellation department etc.
- Various outgoing calls depending on previous day follow-up customers.
- Resolved customer complaints promptly and efficiently.
- Provide accurate information about products and services to customers.
- Resolve complex problems by working with other departments to provide solutions that meet customer needs.
- Assist customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintain a high level of professionalism when dealing with difficult customers.
- Advised of probing questions to determine service needs and accurately input information into electronic systems.
- Approved scripts to de-escalate angry customers during telephone interactions.
Customer Advocate
Speedy Cash
09.2022 - 12.2023
- Customer service advocate providing a welcoming atmosphere assisting customers with variety of services such check cashing, qualifying customers for personal loans and title loans.
- Score vehicles for title loan applications.
- Setting customers up with pre-paid debit cards, providing Moneygram services and money orders.
- Short term loan contract reviewing and signing with customers.
- High volume incoming calls with payments, payment arrangements and account questions
- High volume Outbound calls to online loan inquiries and payment reminder calls.
- Document scanning, emailing and filing etc.
- Developed strong relationships with customers by providing timely responses and solutions.
- Provided training sessions for new employees joining the Customer Advocate team.
- Escalated complex customer cases as necessary to appropriate teams and departments.
- Provided customer support through phone, email and chat channels.
- Ensured all customer inquiries were addressed promptly and accurately.
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Followed up with customers after resolution of their issue to ensure satisfaction was achieved.
- Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
- Maintained a high level of professionalism when interacting with customers.
- Identified opportunities to upsell additional products or services based on customer needs.
Account Manager
CERTFOCUS
08.2013 - 07.2022
- Track and manage commercial liability, evidence of property, WC coverage and auto liability certificates of insurance while complying with client written contracts for such vendors, contractors or tenants.
- Remote 4+years
- Reviewing contracts, pulling insurance requirements creating insurance requirement sets in system.
- Reviewing certificates of insurance to meet requirements for compliance;
- Rejecting, accepting or accepting with minor deficiencies certificates of insurance.
- Daily high email volume with providing vendors, clients and agencies with account updates or account information
- Incoming and outgoing calls with clients, insureds and insurance agents
- Live chat with clients and agents regarding requirements and reasons for rejection.
- Creating spreadsheets, answering department questions, and providing high compliance percentage and quality account management services
- Provided training and guidance to new Account Managers.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Coordinated with internal teams to ensure timely delivery of services.
- Resolved customer complaints in a timely manner.
- Acted as main point of contact in matters relating to client concerns and needs.
- Managed account receivables for assigned accounts, ensuring timely payments and minimizing bad debts.
Business Development Representative
JEREMY FRANKLIN MITSUBISHI
05.2012 - 08.2013
- Assisting incoming callers outgoing calls and online inquiries to customers inquiring about vehicles and service options
- Provide new vehicle and availability information
- Accurately and concisely respond to product questions with up-to-date sales knowledge and store promotions
- Effectively communicate with and support sales staff on a daily basis
- Pre-qualify customer via phone
- Enter new customers into data base
- Email and call inquiring customers to offer dealership incentives.
- Responded quickly to inquiries from potential customers via phone or email.
- Built strong relationships with existing customers through ongoing communication.
- Developed and maintained relationships with potential customers to understand their business needs.
- Collaborated with marketing team to create and implement targeted campaigns for business growth.
Education
High School - undefined
Hickman Mills High School
Kansas City, MO05.2009
Skills
- Telephone etiquette
- Client service and support
- Effective communication skills
- Business growth strategies
- Account oversight
- Process enhancement
- Team leadership
- Data analysis and entry
- Proficient in Microsoft Office
- Cold calling expertise
- Automotive dealership experience
- Live chat assistance (5 years)
Languages
English
Full Professional
Timeline
Personal Care Assistant
The Whole Person
07.2024 - Current
Customer Service Representative
Safe Haven Security
12.2023 - 04.2024
Customer Advocate
Speedy Cash
09.2022 - 12.2023
Account Manager
CERTFOCUS
08.2013 - 07.2022
Business Development Representative
JEREMY FRANKLIN MITSUBISHI
05.2012 - 08.2013
High School - undefined
Hickman Mills High School
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