Michael Montes Email & Phone Number

California, United States

California, United States

I'm a results-driven Customer-Focused Technical Operations Leader: Driving Data-Informed Growth with a PMP certification and over 7 years of experience. I excel at leading complex projects, optimizing processes, and building high-performing teams. I'm currently seeking a challenging role where I can leverage my expertise in project management, data analysis, and process optimization, particularly in the SaaS or gaming industries. I'm passionate about using data-driven insights to create impactful solutions that enhance user experiences.Key Strengths I Bring to My Next Role:Project Leadership: Successfully managed complex projects from initiation to completion, exceeding expectations and delivering tangible results.Technical Expertise: Deep understanding of SaaS platforms, data analysis, and technical support processes.Process Optimization: Proven ability to streamline workflows, improve efficiency, and drive operational excellence.Customer-Centric Approach: Dedicated to understanding user needs and creating exceptional customer experiences.Collaborative Mindset: Excel at building strong relationships, fostering communication, and leading teams towards shared goals.

Obtained my Project Management Professional (PMP) certification, expanding my skills in project execution, risk management, and Agile frameworks.

San Francisco, Ca, Us

I led the transformation of our global customer support operations, aligning them with the demands of a rapidly evolving tech landscape. I embraced Agile methodologies and fostered a data-driven culture, resulting in a 12% increase in team productivity and a 35% improvement in customer satisfaction.Key Accomplishments:Agile Transformation: Successfully transitioned a team of 14 across multiple time zones to Agile practices, improving cross-departmental collaboration and project delivery efficiency.Customer Experience Enhancement: Spearheaded the "Customer Portal" project, resulting in a 40% reduction in ticket volume and a 30% decrease in SLA times, significantly improving the user experience and operational efficiency.Incident Management Optimization: Implemented a Jira and Slack integration that reduced incident response times by 75%, enabling faster issue resolution and enhanced communication.Team Development and Onboarding: Revamped the onboarding process, streamlining training and increasing new support staff readiness and productivity by 12%.Strategic Alignment: Collaborated with senior leadership to align strategic objectives with team capabilities, achieving a 17% improvement in overall operational efficiency.

San Francisco, Ca, Us

I provided expert technical support to a global customer base, exceeding expectations in issue resolution and customer satisfaction. My focus on efficiency and innovation led to significant improvements in service quality and operational effectiveness.Key Accomplishments:Workflow Optimization: Engineered the migration of our support ticketing system from Zendesk to Salesforce Service Cloud, reducing resolution times by 25% and streamlining the support process for the team.Innovation in Support: Introduced a Slack notification system integrated with Salesforce, decreasing response times by 75% for critical issues, fostering a more responsive and efficient support environment.Knowledge Management: Led the development of a revamped knowledge base, improving self-service resolution rates by 32% and empowering users to find solutions independently.Automation Implementation: Automated recurring support tasks using Salesforce bots, reducing manual workload and freeing up over 60 hours per month for strategic initiatives.

San Francisco, Ca, Us

I provided expert technical support to a global customer base, exceeding expectations in issue resolution and customer satisfaction. My focus on efficiency and innovation led to significant improvements in service quality and operational effectiveness.Key Accomplishments:Developed and Implemented a Tiered Taxonomy System: This system improved issue tracking, prioritization, and resolution, significantly enhancing support efficiency and customer satisfaction.Excelled in Issue Resolution: Consistently exceeded performance metrics, resolving a high volume of technical issues across various product lines.Contributed to Knowledge Base Expansion: Authored numerous knowledge base articles, empowering users with self-service solutions and reducing the need for direct support interactions.

San Francisco, California, Us

I built and led a high-performing team of 14 support professionals, providing exceptional customer service and technical support for their Point of Sale (POS) system.Key Accomplishments:Team Leadership & Mentorship: Fostered a positive and collaborative environment, providing ongoing training and mentorship to empower team members.Process Optimization & Documentation: Developed comprehensive end-user training documentation and quick reference guides to enhance customer understanding and support efficiency.Recruitment & Training: Spearheaded the hiring and training of a diverse team, equipping them with the skills needed for exceptional POS support and customer service.Relationship Management: Built strong relationships with merchants and sales partners, ensuring customer satisfaction and loyalty.Innovation in Service: Collaborated with developers to address system bugs, implement software updates, and introduce new features, improving the overall customer experience.

San Francisco, California, Us

Northbrook, Il, Us

Settled auto bodily injury claims, working directly with customers to guide them throughout the claims investigation, evaluation, and negotiation process.Key contributions include:► Acting as liaison for business and technology teams on new software updates, programs, and releases.► Writing software update requirements, testing, release management, quality assurance, and post-implementation assessments.► Achieving efficient and positive claim outcomes, coordinating cross-functionally with field staff, third-party representatives, specialized departments, and other external businesses.

Minneapolis, Mn, Us

Led team of 8-13 associates, managed vendor relationships, established daily sales planners, and ensured customer service excellence. Partnered with storewide leaders to meet all storewide objectives. Key contributions include:► Rolling out iPhone program to floor employees, working jointly with corporate executive leaders and district managers via conference calls.► Rolling out other store and corporate-wide promotions for new products and services.► Acting as Leader-in-Charge for entire "display" store during certain periods.

Minneapolis, Mn, Us

Lakeland, Florida, Us