Charlie Montgomery Email & Phone Number

Bellevue, Washington, United States

Seattle, Washington, United States

• Manage customer service teams responsible for contacting, qualifying, and connecting prospective home buyers with qualified real estate agents and mortgage professionals. Measure individual and team performance using.
• Manage a team of support specialists to support Zillow customers and premier real estate agents
• Connections Services Pilot Program: Led recruitment, cross-team coordination, and concept-to-launch planning for services pilot for Zillow Home Loans (ZHL)
• Lead pilot team of connections service specialists to support Zillow customers and mortgage professionals
• Contribute to management bench strength through participation in leadership development programs and coaching team leads

Greater Seattle Area

Provide business and management analysis, solutions, and guidance to Small-Medium-sized businesses (SMBs), non-profit, and startup business professionals. Provide guidance on business and team growth, change management, process improvement, and common performance blockers; recommend best practices for candidate searches, hiring processes, and new employee.

Greater Seattle Area

• Managed three teams supporting Field Sales partners for non-retail segment of the Starbucks Foodservice business, including Inside Sales, Inbound Customer Service, and Operations/Order Fulfillment. Responsible for team.
• Identified operational inefficiencies and communication obstacles between sales and support partners through regular, open dialog with partner groups, and established clear expectations and accountability across groups
• Re-structured team functions and accountabilities to address changing needs and optimized for greatest impact with minimal operational cost to business unit
• Worked with team leaders to address stagnancy and entitlement issues in long-term team partners, found best options for valued contributors and for the future of the team
• Responsible for evaluating performance obstacles related to software and systems, and working with cross-group leaders to coordinate the evolution of our working environments

Redmond, WA

• Manage Project/Program Management (PM) support team, consisting of 8-10 operations program managers, with three to four remotely located in Los Angeles. Champion key quality initiatives, including partnerships with.
• Built high-performance team capable of developing innovative solutions to produce greater efficiencies
• Slashed year-over-year (YOY) cost-to-serve expenses by 20%-30%, earning reputation as cost cutters
• Led, motivated, and mentored team to achieve 96% for Ticket Quality and 97% for Service Level Agreement (SLA) on Key Performance Indicators (KPI)
• Scored 98% for Work/Team Health and 96% for Partner Satisfaction on personal KPI

Redmond, WA

• Led 8-12 member Service and Support Operation team specializing in Bing Ads Search for Small and Medium-sized Businesses (SMB). Spearheaded multiple initiatives to lower costs, improve efficiencies, and increase.
• Reduced service costs by 20% YOY by improving partnerships with front-line sales and support teams
• Cut team support issues by 50% YOY through improving documentation for internal partners and end-users
• Guided Six Sigma Green Belt project that improved the primary “pain point” with Bing advertisers
• Drove revenue lift for SMB and Display advertisers resulting from 95% Customer/Partner Satisfaction scores less than two day SLA, and 98% decision accuracy on escalations and partner transactions

Redmond

• Guided six-member Operations team to develop cross-team strategies for improving policy content, and improving partnerships with sales, engineering, marketing, and user assistance teams.
• Partnered with functional managers to include subject matter expertise in key marketing and user assistance initiatives, resulting in policy content for advertisers that was robust, detailed, and accurate.
• Established new team standards for including subject matter expertise in advertiser-facing support content, becoming trusted advisers to our internal partners, and advancing team processes for advertiser policy.

Redmond, WA

• Content Manager, Office Live; Technical Writer/Content Producer, Office Live – Redmond, WA (2003 – 2006)Orchestrated development of business-specific content based on Office features and functionality for Work.
• Wrote Office 2003 consumer documentation for industry professionals, including articles, templates, web-based training modules, and video scripts
• Improved customer satisfaction for professional users of Office applications by developing content-based solutions for critical and impactful business tasksTechnical Writer, Windows Mobile Devices – Redmond, WA (2002 –.
• Diminished user dissatisfaction by providing clear and impactful solution for embedded software developers