Richard Montero
Scarborough,Ontario
Summary
Decade of experience in the contact center industry, customer service, banking, and market research. As a customer service representative, gained experience in escalation and mentoring. Also worked as a multi-skilled banker, a sales manager, and a market researcher, gaining a deep understanding of various industries and a well-rounded skill set. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Market Researcher
Pexel Services
10.2022 - 06.2023
- Created and distributed surveys for data collection and analysis. Managed over 120 - 150 calls within shifts.
Team Leader Manager
AO - Agents Only
10.2021 - 10.2022
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Retail Banking Specialist
ANZ Global Services And Operations
02.2017 - 10.2021
- Welcomed customers warmly to meet banking service and transactional needs with seamless execution.
- Engaged customers in needs-based conversations to identify opportunities and address banking plans and credit card needs.
- Followed through on risk and compliance processes and policies to safeguard customer assets, maintain privacy and act in best interest.
Escalation Specialist
AGL Energy
06.2013 - 01.2017
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
Customer Sales Specialist
Stream Global Services Inc.
05.2010 - 05.2013
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Emphasized product specifications to meet customer needs.
- Described product highlights and benefits to help guide purchasing decisions.
Education
Computer Information Technology
Ateneo De Zamboanga University
PhilippinesBachelor of Nursing - Nursing
Ateneo De Zamboanga University
PhilippinesComputer Networking Associate - Computer Networking
Ateneo De Zamboanga University
PhilippinesDiploma - Computer Programming
Niagara College Toronto
Toronto, ON04.2025
Skills
- Outbound Surveys
- Survey Consumers
- Sales Expertise
- Computer Proficiency
- Critical Thinking
- Call Center Operations
- Closing Sales
- Credit Card Applications
- Account Services
- Microsoft Office
- Escalation Management
- Consumer Banking
- Team Relationships
- Staff Motivation and Discipline
- Performance Tracking and Evaluations
- Understanding Customer Needs
- Complaint Investigations
Languages
English
Native or Bilingual
Tagalog
Native or Bilingual
Spanish
Professional Working
Certification
Computer Hardware Servicing
Trained Lean Six Sigma Greenbelt
Timeline
Market Researcher
Pexel Services
10.2022 - 06.2023
Team Leader Manager
AO - Agents Only
10.2021 - 10.2022
Retail Banking Specialist
ANZ Global Services And Operations
02.2017 - 10.2021
Escalation Specialist
AGL Energy
06.2013 - 01.2017
Customer Sales Specialist
Stream Global Services Inc.
05.2010 - 05.2013
Computer Information Technology
Ateneo De Zamboanga University
Bachelor of Nursing - Nursing
Ateneo De Zamboanga University
Computer Networking Associate - Computer Networking
Ateneo De Zamboanga University
Diploma - Computer Programming
Niagara College Toronto
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