Madison Montoya
Glenshaw
Summary
Dedicated and personable Customer Service Representative with proven experience delivering high‑quality support in fast‑paced environments. Skilled in managing customer inquiries, resolving issues efficiently, and maintaining a positive, solution‑focused approach. Known for strong communication, active listening, and the ability to build rapport with diverse customers. Adept at navigating customer management systems, documenting interactions accurately, and meeting or exceeding performance metrics. Committed to creating smooth, professional customer experiences and representing the company’s values with integrity and care.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Automated Health Services
Pittsburgh, PA
12.2025 - Current
- Assisted customers with inquiries and resolved issues effectively.
- Utilized problem-solving skills to address client concerns promptly.
- Provided feedback on common customer issues to improve processes.
- Adapted quickly to new tools and procedures in a fast-paced environment.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Ensured compliance with company policies during customer interactions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Manager
McDonald's
Glenshaw, PA
02.2022 - 02.2026
- Oversaw daily operations, ensuring compliance with safety and quality standards.
- Trained and mentored team members on customer service protocols and operational procedures.
- Implemented process improvements that enhanced workflow efficiency and reduced wait times.
- Managed inventory control, optimizing stock levels to minimize waste and improve cost-effectiveness.
- Analyzed performance metrics, identifying areas for improvement in service delivery and team productivity.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Education
High School Diploma -
Shaler Area High School
Glenshaw, PASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Call center operations
- Team development
- Documentation
- Data collection
- Prioritization
- CRM software proficiency
Certification
- Licensed Insurance agent - To April 2027
Timeline
Customer Service Representative
Automated Health Services
12.2025 - Current
Manager
McDonald's
02.2022 - 02.2026
High School Diploma -
Shaler Area High School