Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

LISBET MONTOYA

Chicago

Summary

Customer Success leader with 4 years of experience managing two high-performing teams at Booksy. Experienced in driving results, reducing churn, and increasing product adoption and activation through strategic planning, coaching, and process optimization. Passionate about fostering positive team culture, developing talent, and delivering exceptional customer experiences.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Team Lead - Customer Success and Retention

Booksy
10.2021 - Current
  • Manage two teams—Customer Success and Retention—overseeing strategy, operations, and team development
  • Lead end-to-end hiring process, including interviewing, selection, onboarding, and training
  • Work closely with manager to set goals/KPIs/commission structures
  • Coach and lead 1 on 1s with the team
  • Create and update educational and training materials
  • Design and implement scalable processes to streamline workflows
  • Drive successful change management initiatives
  • Handle team and customer escalations
  • Provide ongoing support to the team

Product Expert

Booksy
04.2020 - 05.2024
  • First point of contact for all internal support for the country (USA)
  • Assist with internal product training on new features, processes, etc.
  • Attend product meetings and report updates back to team(s)
  • Resolve all escalated issues in a timely manner
  • Execute test cases and document software defects
  • Coordinate and communicate with developers on bug fixes and required modifications
  • Peer interviews

Customer Success Representative

Booksy
03.2019 - 09.2021
  • Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships
  • Communicating with clients to understand their needs and explain product value
  • Complete ongoing outreach campaigns with different goals, i.e., to prevent churn, assist providers with low usage of the app, collect feedback for new features, etc.
  • Resolving complaints and preventing additional issues by improving processes
  • Monitor and analyze merchant’s usage of our product, collect and analyzing feedback to learn more about consumer behavior
  • Maintaining updated knowledge of company products and services
  • Update job knowledge by participating in educational opportunities; hosting industry events

Technical Support

Booksy
11.2018 - 03.2019
  • Train customers in person, over the phone, via SMS and online chat, on all product features
  • Troubleshoot problems and provide solutions
  • Effectively manage large amounts of calls, emails, and chats
  • Manage escalations; provide appropriate solutions within time limits and follow up to ensure resolution
  • Provide timely feedback to the company regarding service issues, bug issues or customer concerns
  • Analyze churn and merchant usage data
  • Work closely with Global CS team in Poland, Brazil, South Africa and Spain to solve problems

Customer Relationship Associate (B2B)

REV UP Brands
05.2017 - 10.2018
  • Answer inbound calls from customers, offering advice on all products, taking orders and answering questions
  • Make outbound calls to prospective and existing customers, following-up on promotions, surveying for information or seeking feedback on Revolution’s performance
  • Assist in online, fax, mail and email ordering, as well as web-based customer support
  • Understand and report on customer feedback and behavior, helping to constantly improve Revolution’s products and performance
  • Interact with Logistics Team for freight quotes
  • Participate in travel and trade show events based on the needs of the company

Customer Service Representative

IONE INC
12.2014 - 05.2017
  • Answered a high volume of calls and emails daily for distributor of haircare and beauty items
  • Created, maintained and strengthened client relations through email and telephone interactions
  • Modified orders and made suggestions for item changes
  • Conducted inventory checks
  • Lead person for charging payments via AuthorizeNet and managed company PayPal account
  • Filed UPS and USPS claims for lost or stolen packages
  • Assisted with shipping orders, scanning and packing items
  • Investigating and reporting on fraudulent payment activity and faxing reports to Better Business Bureau

Education

Florida International University
Miami, FL

High School Diploma -

Lane Tech College Prep
Chicago, IL
06-2012

Skills

  • Leadership & Team Management: Team building, coaching, end-to-end hiring, change management, performance optimization, and cross-functional collaboration
  • Customer Success & Retention: B2B/B2C engagement, churn reduction strategies, escalations management, and subscription lifecycle expertise
  • Strategic & Operational Excellence: Project management, KPI/commission structure design, process improvement, and campaign execution
  • Technical Proficiency: Salesforce, ZenDesk, Intercom, Jira, Atlassian, Guru, Pipedrive, BambooHR, Workable, Braintree, Adyen, Stripe, Slack, Google Suite, Microsoft Suite
  • Communication & Adaptability: Bilingual (English/Spanish), stakeholder management, problem resolution, and working effectively under pressure

Certification

Booksy Talent Academy - Issued Nov 2024

ScaleUp Leadership Academy LA06F - Issued Jun 2022

Sales Assembly Customer Success Leadership Certification - Issued Dec 2021

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Team Lead - Customer Success and Retention

Booksy
10.2021 - Current

Product Expert

Booksy
04.2020 - 05.2024

Customer Success Representative

Booksy
03.2019 - 09.2021

Technical Support

Booksy
11.2018 - 03.2019

Customer Relationship Associate (B2B)

REV UP Brands
05.2017 - 10.2018

Customer Service Representative

IONE INC
12.2014 - 05.2017

Florida International University

High School Diploma -

Lane Tech College Prep

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