Bilingual Customer Service
Resume:
Sylvia Montanez
404-***-**** ***********@***.***
Professional Summary
Strategic and results-oriented professional with over 10 years of experience in client relations, talent development, and operational leadership. Proven ability to drive performance, streamline processes, and strengthen stakeholder partnerships to achieve organizational goals.
Core Competencies
Leadership & Development – Mentoring/Coaching Training Recruiting Interviews & Assessments Team Collaboration
Compliance & Administration – Performance Metrics Documentation Accreditation Scheduling State & Federal Mandates
Client & Student Services – Career Counseling Hospitality & Tours Events Relationship Building Customer Engagement
Technology & Tools – CRM Slack SAP Salesforce Oracle Adobe Microsoft Office Suite Google Suite Social Media Management
Professional Experience
Director – Resume and Encouragement Services – Atlanta, GA Dec 2019 – Present
Facilitate, create, edit, and tailor resumes while providing motivation and career coaching.
Meet clients in their preferred settings, fostering comfort and trust.
Achieved 100% client satisfaction with personalized, results-focused services.
Director of Career and Student Services – International School of Skin, Nail Care &l Massage Therapy – Sandy Springs, GA Feb 2016 – Nov 2019
Directed comprehensive career services programs, serving students, alumni, and employers.
Developed employer partnerships, career counseling programs, and job readiness initiatives.
Managed completion, placement, and licensure rate compliance for COE accreditation.
Zero findings in 2019 COE Accreditation Audit.
Increased Career Day employer participation by 150%.
Audited 5 years of program performance data in only 3 years.
Reduced graduation event costs by 50%.
Enrollment Specialist / Match Support – Big Brothers Big Sisters of Metro Atlanta – Atlanta, GA Apr 2012 – Dec 2015
Conducted program introductions, interviews, and matching processes for vol9unteers and youth.
Ensured compliance with grant performance indicators and youth safety protocols.
Cleared customer relations backlog immediately upon hire.
Awarded Employee High Five and Team High Five for completing grant fulfillment one year ahead of schedule.
Admissions Advisor – DeVry University – Decatur, GA Oct 2010 – Jun 2011
Represented the university at recruitment events and counseled prospective students.
Conducted interviews, reviewed applications, and guided students through the admissions process.
Consistently ranked top in daily outbound calls.
Successfully converted prospects to enrolled students.
Director of Enrollment – Jenny Craig – Duluth, GA May 2009 – Oct 2010
Interviewed clients to match them with optimal weight management programs.
Drove program sales through value-based consultations and relationship building.
Exceeded sales goals and contributed to a top-performing center.
Education
BBA – Human Resources University of Puerto Rico, San Juan, PR
Military Service
United States Army – Human Resources Administration Fort Bragg, NC
Volunteer Experience
Destiny Rescue – Trade Show Support for anti-trafficking awareness initiatives.
Wellspring Living – Career Day facilitation for domestic sex trafficking survivors.
HLF – Hospitality and event support for community activities.
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