Cecelia Nava
Taylorsville,UTAH
Summary
Communicative and results-driven professional with a strong background in customer service, account management, and team support, seeking a challenging role in Human Resources or a related remote position. Proven ability to exceed performance goals, resolve complex issues, and foster positive relationships.
Overview
4
4
years of professional experience
Work History
Customer Retention Specialist
1-800 Contacts
11.2024 - 03.2025
- Made outbound calls to proactively address customer order issues and prevent cancellations, focusing on resolving discrepancies related to prescriptions and order details
- Consistently exceeded team goals, achieving a closing ratio at or above 30% (compared to the team goal of 26%), an RPC (Revenue Per Call) at or above $70 (compared to the team goal of $59), and a quality score consistently around 3.25 and above (compared to the team goal of 2.90, with 4 being the highest)
- Communicated with customers to inform them of prescription changes or updates from their doctors, ensuring they had the correct information for their contact lens orders
- Educated customers on the importance of consulting with their doctors for contact lens prescriptions and assisted with address updates to ensure accurate order delivery
- Utilized problem-solving, communication, and customer service skills to resolve issues and maintain customer satisfaction
- Saved approximately 400+ orders per day from cancellation and refund, demonstrating a significant contribution to revenue retention
Account Manager
StubHub
08.2023 - 10.2024
- Served as a primary point of contact and support for customer experience team members, providing guidance and assistance through various communication channels, including phone calls, SMS messages, and virtual communication platforms (e.g., Slack)
- Facilitated effective communication and collaboration within the team, which operated in a hybrid or partially remote work environment
- Managed escalated customer service situations arising from issues such as invalid tickets or seller non-compliance, intervening in upwards of 50 calls per day to de-escalate tense interactions and resolve complex customer issues, ensuring customer satisfaction
Manager for Customer Support
Walker Edison
01.2021 - 07.2023
- Oversaw customer support operations, assisting customers via phone and email with product inquiries (e.g., parts, assembly) and processing replacement units
- Managed a team of 8 Customer Service Representatives, including scheduling, performance tracking (KPIs and metrics), call monitoring, and employee coaching
- Developed and delivered comprehensive training programs for new and existing CSRs, covering product knowledge, company systems, customer service best practices, and effective communication techniques
- Onboarded new hires through a combination of classroom instruction, hands-on exercises, and shadowing, ensuring they were equipped to provide high-quality customer support
Education
Professional Certification - HRCI Human Resource Associate
Coursera
Salt Lake City05-2025
High School Diploma -
Union High
Roosevelt06.2008
Skills
Core Competencies:
- Customer Service: Detail-oriented, empathetic, and solution-focused approach to customer interactions
- Communication: Clear and effective verbal, written, and interpersonal communication skills
- Teamwork & Collaboration: Proven ability to work effectively in team settings, fostering positive relationships
- Problem-Solving: Analytical and resourceful approach to identifying and resolving complex issues
- Adaptability: Flexible and open to change, with the ability to thrive in dynamic environments
- Attention to Detail: Meticulous and thorough in all tasks, ensuring accuracy and quality
HR-Related Skills & Management Skills:
- Training & Onboarding: Experience in developing and delivering training programs for new and existing employees
- Employee Relations: Skilled in conflict resolution, active listening, and maintaining positive employee relations
- Leadership: Experience in guiding, motivating, and coaching team members to achieve goals
- Project Management: Ability to plan, organize, and execute projects effectively, meeting deadlines and objectives
Technical Skills:
- CRM Systems: Proficient in using CRM software to manage customer interactions and data
- Microsoft Office Suite: Proficient in Word, Excel, PowerPoint, and Outlook
- Virtual Collaboration Tools: Experience using platforms such as Zoom, Microsoft Teams, or similar for remote communication and teamwork
Timeline
Customer Retention Specialist
1-800 Contacts
11.2024 - 03.2025
Account Manager
StubHub
08.2023 - 10.2024
Manager for Customer Support
Walker Edison
01.2021 - 07.2023
Professional Certification - HRCI Human Resource Associate
Coursera
High School Diploma -
Union High
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