Sonya Montoya
Phoenix
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
15
15
years of professional experience
Work History
Boarding II Specialist
Repay Merchant Services
09.2017 - 08.2023
- Supported merchants and other company departments onboarding merchants to banks for payment processing.
- Ran risk checks for each merchant
- Created company folders to house required secure documents
- Assisted in the training of new hires.
- Maintained database systems to track and analyze operational data.
- Devised and implemented processes and procedures to streamline operations.
- Generated reports detailing findings and recommendations.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Collected, arranged, and input information into database system.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Front Office Assistant
Thunderbird Trophies
03.2014 - 05.2017
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
- Provided clerical support, addressing routine, and special requirements.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Developed and implemented office policies to enhance efficiency in operations.
- Volunteered to help with special projects of varying degrees of complexity.
Teller Service Representative
Tucson Federal Credit Union
10.2008 - 12.2011
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Maintained friendly and professional customer interactions.
- Executed wire transfers, stop payments and account transfers.
Education
High School Diploma -
Tempe High School
Tempe, AZ05.1996
Skills
- Resource Allocation
- Root Cause Analysis
- Customer Relations
- Emergency Response
- Proficient in microsoft applications
- Management Collaboration
- Advanced communication
- Customer service
- Organizational skills
- Project management
- Conflict resolution
- Time management
- Interpersonal skills
- Attention to detail
Timeline
Boarding II Specialist
Repay Merchant Services
09.2017 - 08.2023
Front Office Assistant
Thunderbird Trophies
03.2014 - 05.2017
Teller Service Representative
Tucson Federal Credit Union
10.2008 - 12.2011
High School Diploma -
Tempe High School
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