Contact- (Mobile)-
www.linkedin.com/in/karen-fmontana (LinkedIn)
Top Skills
Financial Services
Time Management
Communication
Karen Montana
Financial Services Representative
Northborough, Massachusetts, United States
Summary
A hard worker who places leadership and teamwork high on the
list of priorities. Offers exceptional decision-making and complex
problem-solving skills.
Always happy to learn new abilities, and a very fast learner eager to
surpass expectations.
I've participated in a multicultural exchange program that broadened
my cultural diversity, which widen my perspectives, bred creativity,
and innovation; helping to solve problems, and meet customer needs
in new and exciting ways.
Experience
WorldStrides
Financial Services Representative
January 2023 - Present (2 years 4 months)
United States
- Reduced cancellations and ensured that participants have met their financial
obligations by negotiating alternate payment methods.
- Be a resource and assist our Program Leaders on financial issues,
fundraising disbursement, and group payments arrangements.
- Debriefed Program Leaders and Account Managers on at-risk participants
due to nonpayment.
- Provided outstanding customer service to Account Managers, Program
Leaders, and our fellow Customer Support members.
- Managed approximately 300 groups, including an estimated 10,000 travelers.
- Were aligned with 4-5 Account Managers whom I worked with closely.
- Debriefed Program Leaders on individual accounts, outstanding terms and
conditions, and required financial thresholds.
- Distributed fundraising, school funds, and stipends.
- Payment negotiations pre and post-trip.
- Managed WeCare task lists, which puts me ahead of the game when
collecting funds for our trips.
- Processed account modifications, such as name changes or room selections.
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- Contacted participants in additional air situations.
- Collections and process of Final Settlements.
MutualOne Bank
Senior Account Representative I
November 2022 - May 2023 (7 months)
Framingham, Massachusetts, United States
- Responsible for building primary relationships with customers by providing
world-class service via email and telephone systems.
- Maintaining all online services, performing account services, and providing
solutions to customers’ inquiries.
- Provide a complete range of customer services including opening new
accounts, explaining available bank products and services, and gathering
customer information to process new and existing accounts online.
- Provide customer support through telephone and secure message channel
including resolving issues with retail and electronic banking activities.
- Discover customer needs through conversations, questions, and review of
their accounts, and promote and cross-sell Bank products and services based
on their needs.
- Maintain knowledge of retail banking policies and procedures.
- Obtain and analyze daily reports relating to customer and internal online
banking activity including service metrics, fraudulent activity, and unauthorized
access.
- Execute outgoing communication efforts for the bank via telephone, email,
and/or regular mail.
- Work with vendors and outside service providers to ensure operational
performance standards are maintained.
Allied Contact Management
Business Development Representative
March 2022 - September 2022 (7 months)
Remote
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Schedule consultations between sales staff and prospective clients, ensuring
that important meetings are booked for the sales team.
Attracting of applicants for open positions and scheduling meetings with the
hiring manager through a platform called TextUs and Bullhorn.
Allied Contact Management
Business Development Representative
October 2021 - April 2022 (7 months)
Remote
Schedule consultations between sales staff and prospective clients, ensuring
that important meetings are booked for the sales team.
- Cold calling through Koncert
- Appointment setting through Outlook (Teams)
- Conversational and Soft Skills.
- Overcoming Rejections and Objections.
- Analytical Aptitude.
Augusta Sportswear Brands
Customer Service Advocate
December 2020 - April 2021 (5 months)
Mérida, Yucatán, México
- Provided timely and accurate information to incoming customer order status
and product knowledge requests over e-mail.
- Efficient handling of all customer issues to meet department goals.
- Interacted with internal customers related to the final on-time delivery of
orders.
- Efficiently and accurately entered orders for processing.
- Provided order entry support for other team members when appropriate.
- Demonstrated clear, effective, and thorough e-mail communication with
internal and external customers.
- Provided product specification information and product availability to assist
customers with order selection and their specific requirements.
- Proactively assisted customers, sales representatives, and members of the
management team with inquiries, information, or the resolution of complex
issues.
- Provided accurate, effective, and timely communication with all business
partners to communicate resolution and/ or plan of action.
- Acted as support and resource for day-to-day activities within the department.
- Analyzed, reviewed, and processed requests for return authorization and
credits.
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- Provided technical information as required to respond to customer inquiries.
WorldStrides
1 year 2 months
Customer Service Representative
April 2020 - September 2020 (6 months)
Mérida, Yucatán, México
- Provided all necessary help and support to travelers as required.
- Responded to customers' open/ close requests, inquiries, and provided
account information.
Financial Services Representative
August 2019 - April 2020 (9 months)
Mérida, Yucatán, México
- Reduced cancellations and ensured that participants have met their financial
obligations by negotiating alternate payment methods.
- Be a resource and assist our Program Leaders on financial issues,
fundraising disbursement, and group payments arrangements.
- Debriefed Program Leaders and Account Managers on at-risk participants
due to nonpayment.
- Provided outstanding customer service to Account Managers, Program
Leaders, and our fellow Customer Support members.
- Managed approximately 300 groups, including an estimated 10,000 travelers.
- Were aligned with 4-5 Account Managers whom I worked with closely.
- Debriefed Program Leaders on individual accounts, outstanding terms and
conditions, and required financial thresholds.
- Distributed fundraising, school funds, and stipends.
- Payment negotiations pre and post-trip.
- Managed WeCare task lists, which puts me ahead of the game when
collecting funds for our trips.
- Processed account modifications, such as name changes or room selections.
- Contacted participants in additional air situations.
- Collections and process of Final Settlements.
Your Answer Solutions Center
Call Center Agent
November 2018 - June 2019 (8 months)
Mérida, Yucatán, México
- Offered exemplary services that allowed companies to continue providing
excellent customer service after business hours and overflow calls.
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- Greeted callers in a friendly manner and transferred calls to the proper
department.
- Answered caller's questions if possible, avoiding contacting off-duty staff.
- Scheduled, canceled, or confirmed appointments.
- Paged doctors during emergencies.
- Took messages.
- Operated switchboard and paging service efficiently.
- Performed clerical duties such as faxing and e-mailing.
- Ensured the privacy and confidentiality of all messages and information.
Au Pair in America
Au Pair
August 2015 - November 2017 (2 years 4 months)
Monroe, New York
- Provided an all-time great and high-quality physical and emotional care and
assistance to four children and performed various childcare responsibilities.
- Prepared and served daily meals, maintained household and children rooms
clean.
- Developed and provided a safe and secure environment.
- Played with children, helped with their homework, and worked closely and
communicated with parents to ensure that their needs were met.
- Coordinated various activities, resolved any problematic issues, and assisted
kids in the development of fundamental learning skills.
Education
Universidad del Valle de México
Licenciatura en Derecho
Universidad TecMilenio
Licenciatura, Administración en Hotelería y Turismo · (2013 - 2017)
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