Yasser Montoya
75 Av N Res Claudia Senda Mercedes 21C
Summary
Dynamic professional with a proven track record at all positions worked, excelling in customer service and Microsoft Office. Demonstrated success in enhancing team productivity and customer satisfaction through effective collaboration and time management. Skilled in navigating high-stress situations, achieving a significant increase in loyalty and repeat business.
Pursuing role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Operations Support Officer
Wallenius Wilhelmsen
06.2022 - Current
- Coordinated incoming and outgoing shipments to maintain schedules.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Maintained compliance with all relevant regulations, ensuring safe transportation of goods while avoiding costly fines or penalties due to non-compliance issues.
- Issued timely and accurate responses to both internal and external inquiries.
Virtual Assistant
TechTalkers
02.2022 - 07.2022
- Setting up appointments with and interviewing clients.
- Collecting all possible documentation, evidence and information to build a client’s case.
- Verifying insurance documentation and order medical records from providers.
- Communicating with clients.
- Maintaining organized case files.
- Reading and reviewing documentation to flag issues.
Customer Service Representative
The Office Gurus
08.2021 - 06.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Trainer
SkyCom Call Center
03.2021 - 06.2021
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Team Leader
Blackhawk Network
01.2015 - 01.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Technical Assistant
OneSource Building Technologies
10.2014 - 12.2014
- Worked contacting technicians trough email and calls from local places to go and work on setting their wireless and wireline telecom connectivity, IT/Telecom infrastructure and provide critical cybersecurity measures to keep corporate data and devices safe.
- Gathered, organized and distributed technical documentation.
- Served as point-person for support requests with clients and vendors.
Cold Caller
The Office Gurus
02.2014 - 09.2014
- Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
- Sourced and pre-qualified leads and identified new business opportunities by daily outbound calls to build partnerships and achieve sales quota.
- Maintained detailed records of calls, outcomes, and follow-up actions for accurate reporting and analysis purposes.
Customer Service Representative
Telus International
04.2013 - 01.2014
- Maintained a strong knowledge of industry regulations and best practices relating to billing procedures, providing expert guidance when needed.
- Updated customer records with accurate billing information, preventing future disputes and delays in payment processing.
- Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
Technical Support Representative
Stream
07.2009 - 04.2013
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Customer Service Representative
SYKES
09.2008 - 05.2009
- Worked as travel agent for Expedia receiving calls regarding flights, hotel and other amenities reservations.
- Assisted searching and scheduling reservations to meet customer needs
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
BBA -
Universidad Pedagógica De El Salvador
05.2001 -
Skills
Friendly, Positive Attitude
Teamwork and Collaboration
Customer Service
Microsoft Office
Time Management
Flexible and Adaptable
Data Entry
Certification
Excel - Advance Certification
Timeline
Operations Support Officer
Wallenius Wilhelmsen
06.2022 - Current
Virtual Assistant
TechTalkers
02.2022 - 07.2022
Customer Service Representative
The Office Gurus
08.2021 - 06.2022
Trainer
SkyCom Call Center
03.2021 - 06.2021
Team Leader
Blackhawk Network
01.2015 - 01.2021
Technical Assistant
OneSource Building Technologies
10.2014 - 12.2014
Cold Caller
The Office Gurus
02.2014 - 09.2014
Customer Service Representative
Telus International
04.2013 - 01.2014
Technical Support Representative
Stream
07.2009 - 04.2013
Customer Service Representative
SYKES
09.2008 - 05.2009
BBA -
Universidad Pedagógica De El Salvador
05.2001 -
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