Larry Montoya
Senior Manager of Operations at Boxy Charm- Claim this Profile
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Spanish Native or bilingual proficiency
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English Native or bilingual proficiency
Topline Score
Bio
Alec Senquiz-Milavetz
I wanted to take some time to say thank you so incredibly much for the leader that you have been to Chels and I, as well as the entirety of both Layton and Ocoee call centers. It has been so beyond a pleasure and extraordinary opportunity to be able to work with you as someone who absolutely identifies as someone that TRULY cares about his colleagues and subordinates alike. As the days of the transition draw near, I wish you the most bountiful and happy of adventures because YOU DESERVE IT. You have made an incredible impact on so many people throughout just the time that we have been with the company, and I do hope that we may stay connected moving into the future, as I would indeed consider you more as a friend than a
Alan Rubin
I highly recommend Larry. He is an enthusiastic, results driven leader with an unwavering commitment to exceed customer expectations. Larry’s willingness to take on new challenges and responsibilities has been foundational to our success. As we have expanded, Larry has embraced change and demonstrated the personality and communication skills we needed in an onsite leader as we rolled out two 500 seat contact centers. Larry’s upbeat nature, compassion, and attentiveness to his leaders and associates, inspired a sense of trust which shaped the culture in his sites. I would feel fortunate to work alongside Larry again. He would unquestionably be an invaluable asset to any organization.
Alec Senquiz-Milavetz
I wanted to take some time to say thank you so incredibly much for the leader that you have been to Chels and I, as well as the entirety of both Layton and Ocoee call centers. It has been so beyond a pleasure and extraordinary opportunity to be able to work with you as someone who absolutely identifies as someone that TRULY cares about his colleagues and subordinates alike. As the days of the transition draw near, I wish you the most bountiful and happy of adventures because YOU DESERVE IT. You have made an incredible impact on so many people throughout just the time that we have been with the company, and I do hope that we may stay connected moving into the future, as I would indeed consider you more as a friend than a
Alan Rubin
I highly recommend Larry. He is an enthusiastic, results driven leader with an unwavering commitment to exceed customer expectations. Larry’s willingness to take on new challenges and responsibilities has been foundational to our success. As we have expanded, Larry has embraced change and demonstrated the personality and communication skills we needed in an onsite leader as we rolled out two 500 seat contact centers. Larry’s upbeat nature, compassion, and attentiveness to his leaders and associates, inspired a sense of trust which shaped the culture in his sites. I would feel fortunate to work alongside Larry again. He would unquestionably be an invaluable asset to any organization.
Alec Senquiz-Milavetz
I wanted to take some time to say thank you so incredibly much for the leader that you have been to Chels and I, as well as the entirety of both Layton and Ocoee call centers. It has been so beyond a pleasure and extraordinary opportunity to be able to work with you as someone who absolutely identifies as someone that TRULY cares about his colleagues and subordinates alike. As the days of the transition draw near, I wish you the most bountiful and happy of adventures because YOU DESERVE IT. You have made an incredible impact on so many people throughout just the time that we have been with the company, and I do hope that we may stay connected moving into the future, as I would indeed consider you more as a friend than a
Alan Rubin
I highly recommend Larry. He is an enthusiastic, results driven leader with an unwavering commitment to exceed customer expectations. Larry’s willingness to take on new challenges and responsibilities has been foundational to our success. As we have expanded, Larry has embraced change and demonstrated the personality and communication skills we needed in an onsite leader as we rolled out two 500 seat contact centers. Larry’s upbeat nature, compassion, and attentiveness to his leaders and associates, inspired a sense of trust which shaped the culture in his sites. I would feel fortunate to work alongside Larry again. He would unquestionably be an invaluable asset to any organization.
Alec Senquiz-Milavetz
I wanted to take some time to say thank you so incredibly much for the leader that you have been to Chels and I, as well as the entirety of both Layton and Ocoee call centers. It has been so beyond a pleasure and extraordinary opportunity to be able to work with you as someone who absolutely identifies as someone that TRULY cares about his colleagues and subordinates alike. As the days of the transition draw near, I wish you the most bountiful and happy of adventures because YOU DESERVE IT. You have made an incredible impact on so many people throughout just the time that we have been with the company, and I do hope that we may stay connected moving into the future, as I would indeed consider you more as a friend than a
Alan Rubin
I highly recommend Larry. He is an enthusiastic, results driven leader with an unwavering commitment to exceed customer expectations. Larry’s willingness to take on new challenges and responsibilities has been foundational to our success. As we have expanded, Larry has embraced change and demonstrated the personality and communication skills we needed in an onsite leader as we rolled out two 500 seat contact centers. Larry’s upbeat nature, compassion, and attentiveness to his leaders and associates, inspired a sense of trust which shaped the culture in his sites. I would feel fortunate to work alongside Larry again. He would unquestionably be an invaluable asset to any organization.
Experience
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Boxy Charm
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United States
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Technology, Information and Media
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1 - 100 Employee
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Senior Manager of Operations
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Dec 2020 - Present
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Bed Bath & Beyond
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United States
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Retail
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700 & Above Employee
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Contact Center Site Director
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2014 - 2020
★ Launched and managed 2, 500+ seat contact centers for Bed Bath & Beyond in Layton, UT and Ocoee, FL ★ Slashed attrition by 50% and continued to deliver YoY improvements ★ Delivered a 15% increase in adherence, boosting and maintaining the rate above 90% ★ Played a pivotal role in the implementation of changes that reduced handle time and cost per contact significantly ★ Helped increase our Net Promoter Score (NPS) by over 50% by focusing and improving upon our First Call Resolution (FCR) and Voice of Customer (VOC) Deliver major results after being asked to travel to two new locations and set up operations for the company. Oversee all site performance, ensuring that the site is consistently meeting or surpassing company standards. Evaluate Key Performance Indicators (KPIs), ensuring that all performance expectations are consistently met. Develop an effective team of professionals by fostering a culture centered on engagement and collaboration. Interface with internal groups to assist with recruiting and training new employees according to staffing needs. Establish vital process improvements that are essential to enhancing productivity and increasing effectiveness.
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Veritext Legal Solutions
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Legal Services
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700 & Above Employee
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Client Services Manager
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2013 - 2014
Leveraged an analytical mindset to review monthly operating costs and profit margins to report any findings. Strategically negotiated rates with vendors to recoup costs and improve the company’s gross profit. Established new metrics for analyzing KPIs, monitored the new metrics, and worked with multi-faceted teams. Implemented a scorecard program that was highly effective and was later utilized across the entire company. Streamlined key processes, cross-trained 18 associates, and led the merger of four departments into one.
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Bed Bath & Beyond
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United States
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Retail
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700 & Above Employee
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Customer Service Manager
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2010 - 2013
Used superior interpersonal communication skills to train and motivate a ten-member team of representatives. Enhanced customer satisfaction by interacting directly with customers via Facebook and Twitter platforms. Surpassed service level agreements and improved overall staff productivity through hands-on management. Achieved a decrease in overall talk time and improved talk quality by implementing monitoring and coaching. Responded proactively to complex customer issues and escalations in a professional, attentive manner.
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IDT Corporation
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United States
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Telecommunications
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700 & Above Employee
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Customer Service Manager
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2001 - 2006
Promoted after serving as Call Center Supervisor and 800 Service Management Analyst from 2001 to 2005. Directed a 40-member team of representatives while simultaneously cutting resolution time for key customers. Increased reliability and company profits in addition to ensuring that service level agreements were met. Provided training to agents, created an employee development plan, and resolved stability/capacity issues. Promoted after serving as Call Center Supervisor and 800 Service Management Analyst from 2001 to 2005. Directed a 40-member team of representatives while simultaneously cutting resolution time for key customers. Increased reliability and company profits in addition to ensuring that service level agreements were met. Provided training to agents, created an employee development plan, and resolved stability/capacity issues.
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Education
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2006 - 2011
Rutgers University
Bachelor of Arts - BA, Biology and History
Community
