Summary
Overview
Work History
Education
Certification
Timeline
Generic

Celeste Ortiz

Phoenix,AZ

Summary

A seasoned professional with a background in Air Force Security Forces as a SSgt and a Supervisor. Consistently showcasing strong leadership and supervision skills by overseeing day-to-day operations, conducting strategic planning, and managing a team of security personnel. Proven ability in training and development, conducting comprehensive programs that enhanced team readiness and capabilities. Additionally, excelled in critical incident response, functioning as the lead during emergencies, demonstrating composure under pressure, and ensuring effective coordination with other units for successful incident resolution. Transitioning to technical troubleshooting from security forces leadership roles, demonstrating expertise in diagnosing and resolving customer issues, excelling in providing over-the-phone support for diverse products and services. Maintaining a customer-centric approach, consistently exceeding satisfaction metrics, and actively engaged in continuous learning to stay abreast of industry trends.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Representative

AT&T
11.2022 - Current
  • Technical Troubleshooting: Excelled in providing over-the-phone technical support for AT&T products and services, diagnosing and resolving customer issues related to internet connectivity, device configurations, and service disruptions.
    Utilized strong problem-solving skills to troubleshoot effectively, minimizing downtime and ensuring a positive customer experience.
  • Customer Service Excellence: Delivered exceptional customer service by actively listening to customer concerns, empathizing with their situation, and providing clear and concise solutions.
    Maintained a customer-centric approach, consistently exceeding performance metrics for customer satisfaction and issue resolution.
  • Product Knowledge and Continuous Learning: Developed an in-depth understanding of AT&T's diverse product and service offerings, staying updated on the latest features, updates, and troubleshooting techniques.
    Actively engaged in ongoing training and professional development to enhance product knowledge and stay abreast of industry trends.
  • Effective Communication: Communicated technical information in a clear and understandable manner, ensuring customers with varying levels of technical expertise could follow troubleshooting steps.
    Collaborated with cross-functional teams and utilized excellent communication skills to escalate and document issues, contributing to a seamless support process and timely issue resolution.

Security Forces Supervisor

United States Air Force
04.2019 - Current
  • Leadership and Supervision: Led a team of security personnel as a Staff Sergeant in an Air Force Security Forces flight, overseeing day-to-day operations, shift scheduling, and ensuring mission success.
    Managed and mentored subordinates, fostering a positive and cohesive team environment, resulting in increased morale and unit cohesion.
  • Strategic Planning and Execution: Developed and implemented strategic plans for security operations, including shift assignments, resource allocation, and mission execution.
    Demonstrated strong decision-making abilities in dynamic situations, ensuring effective utilization of resources to achieve mission objectives.
  • Training and Development: Conducted comprehensive training programs for security personnel under supervision, focusing on combat tactics, weapons proficiency, and emergency response protocols.
    Identified skill gaps and implemented targeted training initiatives, resulting in increased readiness and enhanced capabilities of our security forces team.
  • Critical Incident Response: Functioned as lead on shift during critical incidents, showcasing ability to remain calm under pressure and make timely, effective decisions.
    Coordinated with other units and agencies, ensuring a synchronized response to emergencies and contributing to overall success of incident resolution.

Cashier Team Lead

PDQ
04.2018 - 04.2019
  • Customer Service Leadership: Enhanced customer satisfaction through efficient transaction processing and effective handling of inquiries, contributing to positive feedback and repeat business.
  • Operational Efficiency: Streamlined cashier operations to improve productivity and reduce wait times, resulting in a more efficient and customer-friendly checkout process.
  • Team Mentoring and Performance Boost: Mentored junior cashiers with comprehensive training and ongoing guidance, significantly boosting team performance and cohesion.
  • Financial Management: Managed cash registers to ensure accurate accounting, reducing discrepancies in daily reports and maintaining financial integrity.

Education

Bachelor of Arts - Criminal Justice

Arizona State University
Tempe, AZ
07.2027

High School Diploma -

Paul J. Hagerty High School
Oviedo, FL
05.2017

Certification

Secret Clearance

Semi-Bilingual

Timeline

Customer Service Representative

AT&T
11.2022 - Current

Security Forces Supervisor

United States Air Force
04.2019 - Current

Cashier Team Lead

PDQ
04.2018 - 04.2019

Bachelor of Arts - Criminal Justice

Arizona State University

High School Diploma -

Paul J. Hagerty High School

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Celeste Ortiz