Dynamic Operations and Customer Service Leader

Roberta Montano

Management

Pueblo, CO ***** +1-719-***-**** ********@*****.***

Professional Summary

• Seeking a position that will utilize my diverse experience to positively impact company profitability. Work Experience

Customer Service Specialist

Ace Cash Express Pueblo, CO

September 2025 to Present

I provide customer service to consumers handling check cashing, bill payment, card services, and direct deposit services

• Participated in regular training sessions to stay updated on product knowledge, industry trends, and best practices for delivering excellent customer service

• Recognized as top-performing team member multiple times based on metrics such as call quality scores, first-call resolution rate, and customer satisfaction ratings

• Assisted customers with account transactions, including deposits, withdrawals, transfers, and bill payments

• Participated in ongoing training sessions to stay updated on new banking regulations, policies, products, and technologies

• Conducted regular follow-ups with customers to ensure their satisfaction after resolving issues or completing transactions

Shift Supervisor

Burger King Pueblo, CO

November 2023 to November 2024

• Manage, supervise, and direct all hourly employees including with respect to their daily activities, work assignments, and unique needs.

• Carefully observes kitchen operations and addresses any issues out of alignment promptly and directly.

• Ensure food quality by maintaining high levels of cleanliness, organization, storage, and sanitation of food products.

• Uses discretion to resolve guest recovery situations.

• Adhere to company policies and procedures, manage all processes including line checks, pull thaw, prep lists, and food inventory.

Custodial Supervisor

Berta's Brightest Pueblo, CO

September 2022 to February 2023

• Clean residential, commercial, and business buildings.

• Duties any where from simple home cleaning to stripping and waxing floors in businesses.

• Also sanitizing of businesses facilities and adheres to company policies. Bar Supervisor/Bartender

Pueblo Country Club Pueblo, CO

August 2021 to February 2022

• Supervisor employees with daily duties, oversee banquets and party occasions scheduled in our halls.

• Assist with bartending and food service and handle closing of the club and a daily basis.

• I work along side the bar manager to assure preparations for hall rentals are accommodated accordingly with members and customers approval.

Assistant General Manager

Carl's Jr. Pueblo, CO

April 2020 to August 2021

• Supervise employees with daily duties.

• Work along side General Manager

• Oversee daily shifts to ensure company profitability.

• Managed daily operations, administrative duties, scheduling, and sales

• Performed official money count every day

• Coordinated schedules and assigned employees' shifts

• Ensured consistent store productivity and metrics that increased sales and profitability

• Interviewed, hired, trained, and supervised new employees

• Conducted training sessions

• Demonstrated excellent people skills in both client and employee relationships Assistant Manager

Fountain Goodwill Fountain, CO

March 2019 to April 2020

• Oversaw day to day store operations

• Provided excellent customer service to all guests in a timely manner

• Coordinated, arranged and led sales calls

• Enforced company policies and procedures

Bartender/Waitress and Poker Coordinator

Fraternal Order of Eagles #145 Pueblo, CO

November 2019 to March 2020

• Serve customers alcoholic beverages, cash handling with a POS system, payout cash prizes for pull tabs, stocking, and up keeping of the bar. I also run the Poker program at the club. I coordinate cash games and also charity tournaments once a month.

Custodian Supervisor

TTCI Pueblo, CO

August 2017 to April 2018

• Managed and supervise, and direct all custodial employees.

• Carefully administered stripping, buffing, and waxing of flooring.

• Followed policies on the inkeep of restrooms, offices, and conference rooms, dining areas, and the grounds of facility. Custodial Supervisor

Vestas Pueblo, CO

February 2015 to February 2017

• Developed and implemented cleaning schedules for multiple buildings, ensuring all areas were cleaned thoroughly and on time

• Managed inventory of cleaning supplies, ordering new stock as needed to maintain adequate levels

• Trained new custodial staff members on proper cleaning techniques, safety protocols, and equipment operation

• Performed regular inspections to ensure cleanliness standards were met or exceeded in all areas

• Collaborated with facility managers to address specific cleaning needs or concerns within the building

• Implemented safety training programs for custodial staff members, resulting in a XX% decrease in workplace accidents over XX years

Co-Owner

Triple A Security Dogs Pueblo, CO

January 2001 to February 2008

• Provide dog security for local businesses

• Marketing, advertising, training, billing, collections, and payroll Education

Business Management (High school or equivalent)

Pueblo Community College

2004

High school diploma or GED

Skills

HRIS Supervising Experience Microsoft Word Team motivation (leadership skill) Organizational skills Budget control CPT coding Upselling Team leadership Food industry Technical Proficiency Food safety management Equipment maintenance Employee relations Sanitation procedures Clerical experience Filing Documentation review Analysis skills Project management Excel data analysis Account management Financial services Fair Housing regulations Recruiting Communication skills Tax preparation software Revenue growth Store Management Experience Cost management Bookkeeping Accounting and finance experience Interviewing Microsoft Office Assistant Manager Experience Customer service Residential real estate transactions Basic math Microsoft PowerPoint Management Greeting customers CREDIT Staff scheduling Written communication Operations management Casual dining experience Achieving sales targets Employment & labor law Guest relations HIPAA Ethernet Time management Team development QuickBooks School experience Business development Typing Public relations Computer literacy Quality control Office management Microsoft Outlook Grammar Experience Business Management Computer operation Staffing management Banking Managing hospitality teams Accounts payable Microsoft Teams Performance evaluation Presentation software Administrative experience Word processing Customer inquiry handling Team management Sales Inventory control Payroll Retail Management Food production Windows EHR systems 10 key calculator Phone etiquette Financial acumen Food safety Cross sales POS systems Process improvement Attention to detail Kitchen cost control Cash handling Staff development Problem solving Marketing Data Entry Front desk Conflict management Complaint handling Math Analytical thinking Databases POS Data collection Human resources Quality assurance within food and beverage industry Leadership Profit & loss Continuous improvement Appointment scheduling Multi-line phone systems Content creation Customer satisfaction surveys HR legal compliance Microsoft Excel Computer skills Processing cash transactions

Languages

Spanish

Certifications and Licenses

Food Handler Certification

Driver's License

ServSafe

Bartender License

Additional Information

KEY QUALIFICATIONS

• I have over twenty years of customer service experience. Also have management skills, bartendering, custodial, and some health care experience. My range of diversity allows myself to explore new opportunities in different settings. I am very career minded and goal oriented.

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