Customer Service Risk Management

Contact

808-***-**** (Mobile)

*******.**@*****.***

www.linkedin.com/in/

cynthiamontour

(LinkedIn)

Top Skills

Leadership

Risk Management

Claims Management

E-Commerce

Client Retention

Cynthia Montour

Director of Customer Service Risk Management and Operational Efficiency Expert

Spring Hill, Tennessee, United States

Summary

With over 20 years in leadership roles, my mission has been to steer organizations like Autoplicity.com and Brixton towards excellence in customer engagement and digital commerce. My expertise

in Customer Relationship Management and developing robust service strategies has consistently driven high satisfaction rates and operational efficiency. I bring a commitment to fostering a culture of innovation and collaboration, leveraging diverse perspectives to align with overarching goals.

Most recently, as Director of Customer Service at Autoplicity.com, I led a team of 12 to achieve a 96% first contact resolution rate and nearly doubled chat satisfaction. My strategic initiatives were instrumental in significantly reducing financial losses across multiple platforms. These accomplishments underscore my capabilities

in risk management and process improvement, and exemplify my dedication to enhancing customer experience and business outcomes. Experience

Autoplicity.com

Director of Customer Service

April 2023 - August 2024

Remote, United States

As a Director of Customer Service, I successfully led a team of 12 professionals to deliver exceptional customer support, achieving a 96% First Contact Resolution (FCR) rate and increasing chat satisfaction scores from 47% to 92%. I spearheaded strategic initiatives that reduced PayPal losses by 25% and Amazon claim losses by 40%, significantly enhancing operational efficiency and profitability. Additionally, I designed and implemented comprehensive Risk Management Standard Operating Procedures (SOPs), resulting in a 65% reduction in customer bank chargeback losses, safeguarding company revenue and strengthening customer trust. With a proven ability to drive performance, implement effective risk mitigation strategies, and cultivate a culture of excellence, I am committed to delivering results and enhancing the customer experience.

• Led a team of 12 customer service professionals to achieve a 96% First Contact Resolution (FCR) rate, significantly enhancing customer support quality.

• Reduced PayPal losses by 25% and Amazon claim losses by 40% by implementing data-driven strategies and streamlining operational workflows.

• Developed and implemented Risk Management Standard Operating Procedures (SOPs), resulting in a 65% decrease in customer bank chargeback losses.

•Fostered a high-performance team culture, driving operational efficiency and elevating the overall customer experience.

•Demonstrated consistent success in reducing financial risks, safeguarding revenue, and enhancing customer trust through innovative solutions and proactive leadership July 2019 - June 2023

Oceanside, California, United States (Hybrid Remote) In my years of working as senior e-commerce manager, I developed roadmap and execution plan, orchestrating delivery of key projects. I spearheaded in-depth analysis of pivotal promotions, driving performance improvements fully aligning with financial objectives. Moreover, I oversaw monitoring and tracking of transactional and revenue performance, implementing corrective actions. I provided invaluable guidance to marketing channel owners, enhancing marketing efficiency as trusted go-to person for tactical online marketing strategies. I drove business development initiatives, cultivating strategic partnerships, and achieving exceptional results. I collaborated with cross- functional teams across multiple regions to ensure implementation of global e- commerce portfolio initiatives.

• Developed comprehensive eCommerce initiatives to optimize customer acquisition and drive revenue growth.

• Orchestrated project management activities, identifying and addressing risks to project scope and schedule, while providing regular status updates.

• Steered multi-disciplinary team in expanding e-Commerce platform, leveraging partnerships with third-party solution providers to establish robust platforms. BRIXUN Corporation - Gatorz Eyewear

Customer Service Operations Manager

July 2017 - June 2019

Carlsbad, California, United States

As a professional, I employed professional approach to guarantee positive resolutions and maintain customer satisfaction by resolving customer and staff escalations. Moreover, I devised and execute innovative policies and procedures to cultivate highly engaged customers and foster organic growth within the company. I identified potential areas of vulnerability and implement proactive strategies by conducting risk management consultations with the sales staff and accounting department. I optimized workflows and facilitate operations by providing administrative support to the Brand Manager and sales team.

• Cultivated relationships built on trust and transparency through open and interactive communication channels.

• Leveraged opportunities for networking, showcasing products, and driving business expansion by representing company at trade shows.

• Collaborated closely with the marketing team, lending expertise to campaign development, promotions, and meticulous trade-show planning.

• Contributed to conception and flawless execution of impactful campaigns, promotions, and trade-show initiatives playing key role in supporting the marketing team.

• Orchestrated the end-to-end process of generating quotes, processing purchase orders, and managing warranties and return merchandise authorizations (RMA), ensuring utmost accuracy and efficiency.

• Spearheaded customer service operations, handling new and existing customers seamlessly across multiple communication channels, including phone, email, live chats, and in-person interactions.

Brixton

Sr. E-Commerce Manager

Fashionphile

Senior Customer Service Lead

May 2015 - July 2017

Carlsbad, California, United States

I played a role in developing and implementing new procedures, resulting in improved departmental operations. I rained and developed new Customer Service Representatives, contributing to team growth and efficiency.

• Demonstrated versatility and adaptability in multi-tasking role by providing support in shipping department.

• Successfully managed high volume incoming calls and computer chats within fast-paced Call Center environment.

• Streamlined call center operations and managed escalations, resulting in customer satisfaction and 20% increase in first-call resolution rate.

• Implemented risk management strategies for high-value orders ranging from$1500 to $25,000, resulting in reduction in financial losses and enhanced profitability. VWR International -Jencons Scientific/OI

Consulting Specialist

January 2012 - May 2015

Franklin, Tennessee, United States

During this tenure, I offered technical and product support to a global team of sales and support representatives selling Jencons products within VWR. I managed daily operational and administrative tasks, including project management, vendor relations, purchasing, and coordination with freight forwarders. I led accounts receivable, credit, and collections processes, ensuring timely and accurate financial transactions. Additionally, I oversaw human resources functions, including training and supervision of order entry representatives. I effectively communicated with existing Jencons USA customers about the migration details and procedures following the transition to VWR

•Orchestrated the seamless migration of Jencons Scientific business to VWR, encompassing all operational aspects from May 2015 to November 2016.

•Analyzed customers' purchasing history and projected needs by cooperating with the Liquid Handling Category Manager at VWR.

•Spearheaded joint marketing efforts with VWR and conducted direct marketing initiatives targeting customer base while assisting in ongoing sales to ensure customer satisfaction and facilitate cross-selling of VWR products to existing Jencons customers. Additional Experience

Sales Marketing Manager, Pacific Bell AT&T Califon-11z. Walnut Creek, CA Education

Tacoma Community College Human Services, Business

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