Summary
Overview
Work History
Education
Skills
Certification
Business Systems And Application Proficiencies
Key Honors And Awards
Timeline
Generic

Celene Lucia Campbell

Camarillo

Summary

With an extensive multiyear background, I have honed my expertise in managing business services in leading and developing support team’s adept in contracts and customer portfolio account management. Senior (CSAM) experience extends to telecommunications and business operations in dynamic settings, where I have consistently demonstrated the capacity to inspire and steer customers and teams toward success. Superb administrative oversight, accounting, quality control, and assurance has been recognized through my multiple awards and commendations from peers and customers. In my role, I spearhead classification programs, steer organization dynamics, and offer strategic solutions benefiting teams and corporate culture. My core competencies lie in planning, strategic communication, leadership acumen, and comprehensive program management technical and non-technical. I am proactive in identifying opportunities, driving project initiatives, and fostering collaboration across internal and external stakeholders.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Enterprise Customer Relations (CSAM) Supervisor –West Region Team

Frontier Communications
Camarillo
06.2019 - 03.2025
  • As an Enterprise Relations Supervisor, I spearheaded supervisory functions within the Enterprise Service and Billing divisions, orchestrating team activities and enhancing operational efficiency.
  • My role encompassed training, policy development, performance evaluations, and budgetary support.
  • I excelled in mentoring staff, resolving complex customer issues, and managing sensitive information and delinquency cases for premium commercial clients.
  • My leadership ensured adherence to the company's vision and values, fostering a high-performance culture.
  • Additionally, I collaborated closely with Human Resources and Labor Relations, navigating union interactions and ensuring compliance with labor standards.
  • My vigilant oversight of procedures and products guaranteed accuracy, timeliness, and revenue protection, aligning customer satisfaction with fiscal responsibility.
  • In my capacity, I led strategic initiatives, managed cross-functional teams, and provided expert policy guidance, demonstrating a commitment to strategic growth and program excellence.
  • Provides day-to-day reporting to leadership, ensuring a high-performance, customer relations-oriented work environment that supports achieving the company’s mission, objectives, and values.
  • Prioritize, assign, evaluate and supervise the work of all Customer Relations Representatives.
  • Provides coaching and guidance for performance improvement and development; directs and oversees the training of new representatives.
  • Works closely with Human Resources and Labor Relations to effectively deal with all union negotiations and processes.
  • Maintain clear advice to employees and leadership regarding hours of work, all forms of leave and absences within the California Fair Labor Standards Act.
  • Perform daily audits of billing inquiries for accuracy and to ensure billing timelines are being met.
  • Ensuring all billing corrections meet company standards, creating customer satisfaction while protecting company revenue.
  • Assist in developing collections strategies with our collections department to benefit both the company and the customer.
  • Continued development of relationships with Account Executives and Customer Service Analysts/Service Specialist teams with Elite and Enterprise customers through strong communications and follow-up.
  • Write and conduct formal performance appraisals for employees participating in various personnel actions including hiring, training and discipline.
  • Assumes difficult and specialized customer relation situations, involving upset and dissatisfied customers and requiring sensitivity and sound judgment, takes action to resolve issues and complaints where appropriate.

Senior Customer Account Manager (CSAM)

Frontier Communications
Camarillo
04.2016 - 06.2019
  • Responsibilities included overseeing the daily management of telecommunication services for high-value commercial clients, ensuring optimal account performance, and maintaining strong relationships to support enterprise-level business operations.
  • My role was pivotal in coordinating cross-functional efforts to meet the complex needs of premium accounts, delivering tailored solutions that drive satisfaction and business growth.
  • Managed over $1M in monthly recurring revenue.
  • Manage all telecom contracts/renewals for account base.
  • Assisted with Sales Account Executive in developing proposals to address any objectives and strategies for account management during negotiations of new products and services.
  • Maintain monthly sales results and churn reports.
  • Manage premium customer Scorecard to CEO.
  • Prepares, facilitates, and manages quarterly business reviews with Top 5 accounts.
  • Facilitates and provides corporate scorecard to Director level management for Top 5 accounts.
  • Worked closely with Frontier's regulatory department to ensure Frontier met both FCC and CA PUC requirements for billing.
  • Manage all regional states' E911 Contracts.
  • Represents Frontier in Legal matters of collection at the state level for needed documentation and contract understanding.
  • Gather referrals/references from competitors for the Top 5 accounts.
  • Establish relationships with customers and/or contacts to ensure customer quality and satisfaction.

Senior Operations Analyst

Bank of America
Simi Valley
06.2010 - 04.2015
  • Responsibilities required working within the federal banking regulations related to home loans and mortgage division.
  • Audited and reviewed all sales contracts for accuracy related to properties going through a short sale process.
  • Keeping in line with all FDIC policies to help mitigate the least amount of loss to investors while assisting homeowners exit from properties.
  • Responsibilities were day-to-day resolutions of short sales escalations for conventional loans.
  • Analyze and review all short sale documents for quality and ensure proper execution of all documents keeping within the federal standards of the Department of Treasury and Consumer Financial Protection Bureau.
  • Coordinates short sales closing with all parties, including Title Company, buyer, seller and junior lien holders.
  • Adheres to internal guidelines and external investor/insurer requirements.
  • Proper auditing of contracts is required to ensure efficiency according to Bank of America and FDIC standards.
  • Assisted agents with short sale loans in expediting the file into closing and addressing all issues with negotiation of those files ensuring excellent customer service contact with agents in completing the short sale.
  • This team acts as a liaison between borrowers and new servicing companies during the service loan release process, providing, new services with all Short Sale/Deed in Lieu documents for new services to complete transactions in progress prior to service release of loan.
  • Knowledgeable in LPS, AS400, Equator software, Lotus Notes, Home Retention systems and multiple SharePoint sites, Power BI reporting

Education

Real Estate License Education -

Century 12 Real Estate Principles
Ventura, CA

Business Management -

University of Phoenix Ventura Campus
Ventura, CA

Business -

Ventura College
Ventura, CA

Skills

  • Salesforce CRM
  • CRM
  • AI
  • MS Windows
  • Proficient in MS Office Suite

Certification

  • Real Estate License Education, Century 12 Real Estate Principles, Ventura, CA, 9300
  • Business Management, University of Phoenix Ventura Campus, Ventura, CA
  • Business, Ventura College, 4667 Telegraph Rd, Ventura, CA, 93003

Business Systems And Application Proficiencies

  • Salesforce CRM
  • CRM
  • AI
  • MS Windows
  • Proficient in MS Office Suite

Key Honors And Awards

  • Award for Year over Year Business Growth.
  • President’s Club Award for Outstanding Performance for Yearly Retail Store Audit 2006 & 2007.
  • Award Recognition for Best in Customer Service 2007.
  • JD Power and Associates Award for Excellence in Customer Service for 2005, 2006, 2007 and 2008.

Timeline

Enterprise Customer Relations (CSAM) Supervisor –West Region Team

Frontier Communications
06.2019 - 03.2025

Senior Customer Account Manager (CSAM)

Frontier Communications
04.2016 - 06.2019

Senior Operations Analyst

Bank of America
06.2010 - 04.2015

Real Estate License Education -

Century 12 Real Estate Principles

Business Management -

University of Phoenix Ventura Campus

Business -

Ventura College

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