Desiree Montoya
Capitola
Summary
Experienced professional with strong communication and guest relations skills, adept at managing high-volume workloads. Proven ability to train teams, resolve conflicts, and enhance service delivery, contributing to overall business success.
Overview
8
8
years of professional experience
Work History
Guest Advocate
Target
Capitola, CA
11.2025 - Current
- Assisted guests with inquiries, providing exceptional customer service and support.
- Processed transactions efficiently using POS systems, ensuring accuracy in cash handling.
- Handled returns and exchanges professionally, maintaining positive relationships with guests while adhering to company policies.
- Supported inventory management by restocking shelves and conducting stock checks as needed.
- Optimized store operations by assisting with opening or closing procedures as needed.
- Managed high-volume workloads under tight deadlines while maintaining focus on delivering exceptional service to every customer.
Counter Person Lead
Magnolia Bakery
Los Angeles, CA
08.2024 - 11.2025
- Supervised daily operations to ensure efficient customer service and satisfaction.
- Trained new staff on operational procedures and customer engagement techniques.
- Managed scheduling to optimize workforce efficiency and improve service delivery.
- Implemented inventory management practices to maintain stock levels and reduce waste.
- Resolved customer complaints promptly to enhance overall experience and retention.
- Maintained compliance with health and safety regulations in all operational activities.
- Collaborated with management to develop and implement strategies for improving overall counter performance.
- Assisted in the hiring process by interviewing potential candidates and providing feedback to management on their suitability for the role.
- Boosted sales with effective product promotion and upselling techniques.
- Reduced wait times by optimizing employee schedules based on peak hours and anticipated demand.
- Managed cash register transactions, ensuring accuracy and proper handling of cash deposits.
- Coached team members to deliver exceptional customer service, leading to repeat business and positive reviews.
Call Center Supervisor
Laser Eye Center
Los Angeles, CA
01.2024 - 08.2024
- Supervised daily operations, ensuring adherence to customer service standards and protocols.
- Trained and mentored new staff on call handling procedures and software usage.
- Analyzed call metrics to identify trends and improve team performance.
- Implemented quality assurance measures to enhance service delivery consistency.
- Resolved escalated customer issues, maintaining high satisfaction levels.
- Coordinated team schedules to optimize coverage during peak hours.
- Developed training materials that improved onboarding efficiency for new hires.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
Lead Budtender Sales Associate
House Of Flowers
Los Angeles, CA
04.2021 - 01.2024
- Led team in providing exceptional customer service, ensuring satisfaction and repeat business.
- Trained and mentored new associates on sales techniques and product knowledge.
- Developed visual merchandising strategies to enhance store displays and attract customers.
- Fostered positive relationships with suppliers, optimizing order fulfillment processes.
- Coordinated special events and promotions, driving foot traffic and increasing overall sales revenue.
- Handled cash register operations and customer transactions to process payments.
- Demonstrated effective communication skills when presenting sales pitches, addressing concerns, or negotiating deals with clients.
- Developed a loyal client base through personalized attention, product knowledge, and exceptional service standards.
- Assisted with marketing efforts by creating engaging social media content showcasing new products or upcoming promotions.
- Read industry publications to maintain knowledge on current and future bud trends.
- Checked guests' photo identification for validity and age requirements.
- Answered questions about medicinal and recreational uses and effects and qualities of different strains.
- Maintained strict inventory controls for regulatory compliance across dispensary operations.
- Stayed up-to-date on industry trends and regulations, enabling informed recommendations to both customers and management.
Sales Associate
H&M Hennes & Mauritz
Los Angeles, CA
11.2017 - 04.2021
- Assisted in visual merchandising, ensuring displays were aligned with brand standards.
- Processed transactions efficiently, maintaining accuracy in cash handling and inventory management.
- Collaborated with team members to achieve store sales goals through effective communication and teamwork.
- Trained new associates on operational procedures and customer engagement techniques.
- Analyzed sales trends to identify opportunities for product promotion and stock replenishment.
- Led initiatives to improve store organization, resulting in enhanced product accessibility for customers.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Education
Human Services
Cabrillo College
Aptos, CA05-2028
High School Diploma -
Academic Leadership Community
Los Angeles, CA06-2017
Skills
- Exceptional communication
- Stress tolerance
- Guest relations
- Product sales
- Payment processing
- Event information management
- Documentation and reporting
- Food and beverage area setup
- Language proficiency
- Cross-selling proficiency
- Detail-oriented
- Computer skills
- Issue resolution
- Trilingual
- Employee coaching
- Report generation
- MS office
- Call center operations
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
ASL
Limited Working
Timeline
Guest Advocate
Target
11.2025 - Current
Counter Person Lead
Magnolia Bakery
08.2024 - 11.2025
Call Center Supervisor
Laser Eye Center
01.2024 - 08.2024
Lead Budtender Sales Associate
House Of Flowers
04.2021 - 01.2024
Sales Associate
H&M Hennes & Mauritz
11.2017 - 04.2021
Human Services
Cabrillo College
High School Diploma -
Academic Leadership Community