Christopher Montes

I run my own independent, multi-faceted production company! What started as a Pre-Pandemic Courier Service for the Greater Seattle Area has turned into an ultra-lean production studio and creative consulting firm.

•Managed all operations of the customer service department •Developed and created a new team to focus on meeting and exceeding established business goals and the objectives of the company and the two brands we produced •Ensured customer inquiries regarding product, and logistics-related issues were handled in a timely and efficient manner •Proactively identified opportunities to improve and enhance systems and processes to increase the efficiency and effectiveness of team •Identified opportunities to train, monitor, and coach to identify sales opportunities •Collaborated with all department leaders to identify and implement process improvement strategies

•Increased brand awareness within the community •Managed events and inspired customers to create art •Aided in AR/AP management and consulted CEO on best business practices •Managed social media pages and website

•Managed all operations of the customer service department •Held Responsible for coordinating all activities, resources, and processes in place necessary to fulfill customer and company requirements from beginning of production through delivery •Developed and refined the team by administering coaching sessions and team meetings •Researched continuous process improvement and opportunities to drive accuracy, consistent service, proactive internal and external customer support, and efficiency within my department •Evaluated staff performance, provided guidance and coaching, and on-going development

•Managed all aspects of customer service for Harveys ecommerce store, within a ROWE work environment (Results Only Work Environment – 90% remote) •Heavy customer service interaction via phone, email, and social media to process website orders, suggest products/services, resolve product or service problems and the overall handling of all company correspondence •Created and implemented new policies and procedures to set guidelines for website FAQ and company standards •Worked directly with Creative, Marketing, Production, Distribution and Retail Store teams to execute solutions on high-level customer service issues •Managed customer service of Social Media platforms: Website Q&A, Product Reviews •Supervised website returns, exchanges, and warranty services •Held 50% accountable in achieving website yearly sales goal of 3.5 million

•Managed operations of retail locations, retail employees, and all events •Maintained store staffs: recruitment, training, orientation, development, coaching, counseling/discipline, and overall encouragement and performance of associates in meeting KPI and career development •Achieved financial objectives by skillful planning of store budgets, expense management, product replenishment, store inventories, low shrinkage goals and executing successful in-store events •Formulated customer-enticing visual merchandising plans for display of products and point-of-purchase •Worked closely with marketing team to coordinate all in-store events •Developed “Harveys Book” an interactive customer experience to build relationships with new and existing customers

•Oversaw all showroom operations for Harveys showroom, built relationships with customers, wholesale vendors, local retailers, visiting partners and artist collaborators

•Coordinated and managed all business office functions while assisting the Executive Director •Managed all accounts payable and accounts receivable •In-house HR liaison for all 40+ employees

•Coordinated internal control and auditing of internal claim adjusters via accounting/compliance procedures •Held responsible to purchase, maintain and stock office supplies and equipment for office of 120+ employees