Bilingual, Administration, Customer Service, Enrollment

Sylvia Montanez 404-***-**** ️ ***********@***.***

PROFESSIONAL SUMMARY Client-focused Account Manager and Customer Service professional with 10+ years of experience across education, nonprofit, wellness, and professional services environments. Proven track record managing high-volume client relationships, improving retention, ensuring compliance, and delivering measurable results in service quality, revenue support, and stakeholder satisfaction.

CORE COMPETENCIES • Account & Relationship Management • Customer Service Excellence • Client Retention • Consultative Communication • CRM & Data Management • Compliance & Documentation • Issue Resolution & Escalation • Cross-Functional Collaboration • KPI Tracking

PROFESSIONAL EXPERIENCE

Director – Resume and Encouragement Services Atlanta, GA Dec 2019 – Present • Manage 100+ individual client accounts annually, delivering resume development, career coaching, and ongoing support. • Maintain 100% client satisfaction through personalized, results-driven service delivery. • Increase client interview success rates through tailored messaging, positioning, and follow-up strategies. • Build long-term client relationships through trust-based communication and accountability.

Director of Career and Student Services – International School of Skin, Nail Care & Massage Therapy – Sandy Springs, GA Feb 2016 – Nov 2019 • Directed career and student services supporting 300+ active students and alumni annually. • Built and managed employer partnerships, increasing Career Day participation by 150%. • Ensured compliance with COE accreditation requirements; achieved zero findings in 2019 audit. • Audited and corrected 5 years of performance data within a 3-year period. • Reduced graduation and event costs by 50% through vendor negotiation and process improvements.

Enrollment Specialist / Match Support – Big Brothers Big Sisters of Metro Atlanta – Atlanta, GA Apr 2012 – Dec 2015 • Managed high-volume caseloads for volunteer and youth enrollment, interviews, and matching. • Cleared existing client and case backlog within first months of hire. • Ensured 100% compliance with grant performance indicators and safety protocols. • Recognized with Employee High Five and Team High Five awards for completing grant objectives one year ahead of schedule.

Admissions Advisor – DeVry University – Decatur, GA Oct 2010 – Jun 2011 • Managed 200+ prospective student accounts, guiding candidates through admissions and onboarding. • Ranked top performer in daily outbound calls and follow-up activity. • Converted a high percentage of qualified prospects into enrolled students through consultative advising. • Maintained accurate CRM records and achieved 95%+ follow-up compliance.

Director of Enrollment – Jenny Craig – Duluth, GA May 2009 – Oct 2010 • Conducted personalized client consultations, matching 300+ members with appropriate wellness programs. • Exceeded monthly sales and retention goals, contributing to a top-performing center. • Increased average client program commitment through value-based recommendations. • Built long-term member relationships through consistent follow-up and accountability.

EDUCATION – B.B.A: 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. HL Church – Hospitality, events, choir, youth, preschool.