Customer Service Product Development
Resume:
Amber Montano
Seaside, CA *****
****************@*****.***
Highly talented and accomplished Business Professional with extensive experience in Sales, recruitment, staffing, administrative, product development, product vendor Management and implementation for interpretation. Proven success in organizing tasks, increasing efficiency and detailing project information to determine effective process for operations. Demonstrated ability to motivate staff; establish rapport easily; foster teamwork; resolve issues quickly and equitably to ensure happy customers and repeat business. Skilled at learning new concepts quickly while working well under pressure
Authorized to work in the US for any employer
Work Experience
Staffing Manager
PEGGY'S HOME CARE - Monterey, CA
September 2023 to Present
Develop and implement effective recruitment.
• Source, screen, interview, and select candidates for various clients.
• Manage the end-to-end recruitment process, including job postings, candidate assessments, and offers.
• Lead and mentor internal recruitment team, providing guidance and support to ensure effective execution of recruitment strategies.
• Build and maintain a strong candidate pipeline for current and future hiring
• Checks verbal reports and documents them in the ClearCare system daily
• Overlooks time clocks throughout the day daily to ensure caregivers are accurately clocked in and out
• Handles all the scheduling for PCA schedules based on client needs and staffs appropriately with adequately trained PCA for the position
• Send out companywide memos
• Provide exceptional customer service and timely feedback-follow up to all clients, families, PCA’s
• Takes time off requests, upkeeps availability and approves time off and keeps copies for records
• Ensure new PCA’s introductions are scheduled and board
• Requires in-depth knowledge of company operations, policies, and procedures.
• Handle requests for client and PCAs information, some of which is highly confidential
• Calls clients and families and discusses changes with schedules and updates
• Relationship building and nurturing with clients, family and PCA’s
• Upkeep excellent documentation on all calls and entries, injuries, client hospital admission, follow up tasks and conversations with PCAs.
• Effectively assist with covid documentation sheet
• Manages the administrative elements of the budget for the organization, specifically regarding scheduling and keeping overtime costs down
• Effectively take prospect calls
• Communicates with recruiter on staffing needs, trainings, disciplinary meetings needed
• Assist with Interviews as needed
• Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions
Onsite/VRI Senior Manager
United Language Group - Remote
January 2022 to August 2023
Essential Duties + Responsibilities
• Assures the efficient daily operations of the service offering including appropriate staffing, appropriate use of resources, workflow, and productivity.
• Responsible for the VRI & OSI P&L by managing activities to ensure financial goals are met by monitoring expenditures against the budget and reporting significant variances to management.
• Develops and recommends improvements in systems, schedules, and procedures.
• Demonstrates the use of quality improvement in daily operations.
• Works in close collaboration with the Workforce Manager to maximize utilization of session time to achieve the greatest potential for client volume.
• Works in close collaboration with the Vendor Management Team to ensure the availability of the appropriate pool of resources for OSI operations.
• Monitors workflow and productivity to evaluate performance.
• Takes proactive action to ensure efficient and effective workflow and appointment fulfillment rates.
• Develops and maintains systems and processes to assure efficient and effective flow.
• Monitors service levels to ensure high-quality customer service and compliance with contractual requirements.
• Directs and supervises personnel including performance evaluations, orientation, and training.
• Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation while fostering the effective integration of system-wide initiatives.
• Works in close collaboration with the Vendor Management team to ensure compliance with regulatory agencies.
On-Site/ VRI Manager
United Language Group - San Angelo, TX
May 2021 to January 2022
Essential Duties + Responsibilities
# same as above (promotion)
Sales Ops & Solutions Coordinator
LanguageLine Solutions - Monterey, CA
January 2019 to May 2021
• Coordinate all training requests
• Coordinate the attendees, subject matter materials, arrival, dates, presenters, all correspondence, schedule and material distribution
• Manage and support materials such as: System Manuals, Training Class Support Materials, Job Aids, and Reference Guides
• Ensure all training content being utilized is up to date and easily accessible; assess impact/ effectiveness of content through usage analysis
Product Solutions Specialist Manager
LanguageLine Solutions - Monterey, CA
June 2018 to May 2021
Under SALES OPERATIONS:
• DIRECT RESPONSE SOLUTION (dedicated multi line for OPI)
• Monitor SLA for teams and technology
• Process tickets for each request
• Review status updates and closure for TFN
• Linkedin Sales Navigator
• Admin monthly reports, Daily admin for users, updates and escalations, Link Chatter Feed - Research and post monthly updates, best practices, Complete quarterly, Facilitate training's, training materials review of user metrics.
• VRI SOLUTION (video remote interpretation)
• Process request (various needs, audit, process)
• Support teams with request, creating, updating
• Equipment - Stands and refused and reshipping
• Asset tags management
• Equipment orders, demo equipment, demo code distribution, iPad and equipment returns
• Audits - billing issue/audit fee
• Sales and New Hire Training for VRI request
• VRI reports, quarterly reviews and ad hoc reporting
• Solutions support for director and teams when requested
• Assist PM with testing on new hardware products/features Video Product Specialist
LanguageLine Solutions - Monterey, CA
July 2014 to June 2018
Video Product Specialist -LanguageUc & InSight Video Interpreting
• Development of pricing/offer strategies for VRI service
• Development of a Product Stand
(Vendor Management)
• Improvement and cost reduction initiatives for stands/customers
• Work with marketing team to develop and maintain doc for VRI
• Work with marketing team on tradeshow shipments and leads
• Responsible for processing requests for new product licenses and hardware.
• Provide support to sales team by managing technical product discussions
• Responsible for month-end billing and reporting by reviewing accuracy of billing with vendors before it’s released
• Implement process improvement opportunities on an on-going basis
• Tracking active account set ups for billing purposes, testing of new account set ups for quality assurance
• Assisting sales team with client presentation and technical decisions In particular, I help AE with their Customer to add the VRI services for Healthcare,Government, and Enterprise to promote our services, expand our presence within a these fields, assure customer satisfaction, resolve issues and work on a high level to promote other solutions for language barriers. Executive Account Manager
LanguageLine Solutions - Monterey, CA
October 2013 to July 2014
Executive Account Manager
• Development of pricing/offer strategies
• Tracking active account set ups for billing purposes, testing of new account set ups for quality assurance
• client presentations. grow accounts and add new accounts In particular, I help the Customer to create language access program by adding the products of services for Healthcare,Government, and Enterprise to promote our services, expand our presence within a these fields, assure customer satisfaction, resolve issues and work on a high level to promote other solutions for language barriers for the LEP.
Sales/Front Office Manager
familyinhomecaregiving Inc. - Carmel-by-the-Sea, CA September 2012 to May 2013
(9 months)
• Making sales calls, following up on new business prospects, grow number of clients to meet sales goals,
• Scheduling, Managing Caregivers and Accounts,
• Meeting Coordinator, Record Controller, and multi-line phone operator. Customer Service Manager/Front Desk
Pebble Beach - Pebble Beach, CA
January 2001 to April 2002
Customer facing position responsible for ensuring guest satisfaction,
• Setting and achieving sales/operational goals for resort property,
• Managed team activity levels while handling sensitive customer information. Sales Manager
AT&T - Sand City, CA
January 2000 to January 2001
• Achieved the highest sales results in region, while ensuring overall customer satisfaction
• Managed staffing and scheduling for sales team
• Set sales goals, managed performance for my team Shift Manager
Starbucks - Sand City, CA
May 1999 to January 2001
Education
Bachelors in Business
Monterey Peninsula College - Monterey, CA
August 2009 to June 2014
High school diploma
Seaside High School - Seaside, CA, US
August 1996 to June 1999
Skills
• Cost Control
• Research
• Microsoft Word
• Customer Service
• Product Development
• Vendor Management
• Account Management
• Product Management
• Mobile Applications
• Teamwork
• Process improvement
• Sales support
• Strategic planning
• Pricing
• Jira
• Employee evaluation
• Presentation skills
• Team management
• Data analysis skills
• User acceptance testing
• Profit & loss
• Business analysis
• Business requirements
• Quality Assurance
• Requirements Gathering
• Application Development
Contact this candidate