Jered L. Montoya

720-***-****

ad4ywc@r.postjobfree.com

www.linkedin.com/in/jered-montoya-884a319b

SUMMARY

I am pursuing a job in an Operations leadership role and Project management, mentoring future leaders of the company, owning projects from start to finish and successfully meeting company goals. I am a strong leader and motivator with experience in managing a variety of staff and projects. I am a goal-oriented individual who is highly organized, detail-oriented, and I can identify what needs to be successfully accomplished. Other areas of interest include mentoring future leaders of the company, staff development and customer relations. I have proven success as an effective leader, valued team member, and manager for multiple projects with specified timelines and budgets while exceeding expectations.

WORK EXPERIENCE

Dish, Littleton, Colorado

Workforce Manager 2018-2023

●Drive real-time changes to agent schedules and staffing for Dish TV/Sling/Wireless to continuously align with service level targets

●Continued development of the team’s analytical and technical skills while taking on ad-hoc and long-term projects

●Scheduling for 900+ employees and development of 8 direct reporting employees

●Analyzing data and looking at trends to improve staffing for every interval

●Creating and implementing processes as related to reporting, performance appraisals and process recommendations

●Reading and interpreting documents such as safety operating rules, procedural instructions, writing reports and daily correspondence

●Speaking effectively to large groups, including customers and employees of the organization

Dish, Littleton, Colorado

Operations Manager 2009-2018

●Responsible for the performance of numerous teams including Sling, Dish Case Managers, Survey Response, Commercial, Commercial Advanced, CXO Mail, Fraud and Tool Exceptions, and Technical/Customer service support teams

●Focused on improving behaviors that will enhance the customer experience, including development at all levels, focus on tool usage, effective motivation, and consistent feedback sessions

●Provide guidance, leadership and development of Coaches/Agents and the execution of company goals

●Remotely/in-person managed 200+ agents, 15 Coaches and 3 Managers

●Create monthly departmental budgets

●Maintain effective communication with all levels of the business including CEO, VP’s and Executives

EchoStar, Littleton, Colorado

Residential/Commercial Master Sales Coach 2003-2009

●Developed Inbound Commercial and Residential Sales Agents by teaching Consultative selling techniques

●Ongoing training of new products and sales promotions

●Develop agent’s skills by performing weekly one-on-ones and side-by-sides, call monitoring, role plays and monthly reviews

●Interviewed new applicants

Accomplishments:

As a Workforce Manager I managed the largest business unit in the company comprising 900+ employees. As an Operations Manager, I spent 6 months as interim Senior Operations Manager from 9/16-4/17. Commercial GM from 2015-1016 managing both the Littleton, CO and Harlingen, TX Commercial sites. I was honored to be the first Residential Sales Coach and Commercial Sales Coach at the Littleton call center. During my tenure as Residential Sales Coach, I developed and implemented sales scripts, designed sales tracking tools, and have assisted in the development of Quality Assurance Standards and Procedures. Mentored new Managers and Coaches.

EDUCATION

University of Colorado, Boulder, Colorado

●Bachelor of Arts and Science Degree, Sociology

DeVry University

●Associate’s Degree, Information Technology and Networking

Arvada West Senior High, Arvada, Colorado

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