Celeste Padilla
Maricopa,AZ
Summary
Proven leader in customer support, excelling at complaint handling and leveraging CRM systems to enhance service quality. At Procore Technologies Inc., I spearheaded initiatives that significantly improved customer satisfaction and retention. My collaborative approach and problem-solving skills have consistently surpassed corporate goals, demonstrating a commitment to excellence and results. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
17
17
years of professional experience
Work History
Customer Support Specialist
Procore Technologies Inc.
10.2019 - 06.2024
- Provided remote support to offsite employees or clients, expanding our service capabilities and increasing overall customer satisfaction.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Account Representative III
Russell Tobin/3M Customer Service Organization
12.2018 - 10.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Navigated complex billing systems to generate invoices and resolve discrepancies quickly.
- Reduced customer complaints with proactive communication and timely resolutions.
- Remotely communicate with other departments and providers to research and resolve issues, identify and implement service solutions; monitor progress using service measurement systems.
- Increased client retention, consistently maintaining strong relationships with key accounts.
Contact Center Supervisor
Teleperformance
01.2018 - 11.2018
- Directed, guided, coached and mentored team of 30 agents and surpassed individual and corporate goals. Created a positive work environment, fostering strong teamwork and agent engagement.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Identifying operational issues and suggesting possible improvements. Preparing reports and analyzing data to assist management as they determine call center goals.
Debit/Credit Card Services Representative
Austin Temporary Staffing
09.2017 - 01.2018
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
ATM Account Manager/Help Desk Support
CORD Financial Services
01.2016 - 07.2017
- Complete account review and evaluation to assist with contact negotiation and customer retention.
- Overseeing the resolution of customer concerns and facilitating the delivery of extraordinary customer service. Responsible for managing and maintaining efficient ATM operational processes.
- Resolving escalated issues arising from operations and requiring coordination with other departments
Contact Center Specialist
Baylor Scott &White Memorial
12.2014 - 12.2016
- Answer high volume of inbound calls. Ensure accurate, compliant and timely registration of new patients.
- Schedules healthcare appointments based on need, patient request and in accordance with system and clinic guidelines.
- Communicates appointment details and any required preparation for testing along with necessary paperwork. Identifies emergent patient situations based on caller information and coordinates immediate triage.
- Responsible for calming upset callers by providing a composed and professional demeanor. Exceeded call handling goals on weekly basis.
Contact Center Personal Banker/ATM Account Manager/Help Desk Support Analyst
BMO Harris Financial Group
03.2013 - 11.2014
- Answer high volume incoming calls with excellent customer ethics.
- Aid and maintenance on various accounts such as; Checking, Savings, Loans and Lines of credit.
- Exhibit thorough knowledge of bank products and services to make appropriate suggestions to customers to enhance their banking relationship.
- Provided help desk support for online banking enrollments, Bill Pay, website navigation and troubleshooting.
- Successfully exceeded monthly call handling and sales goals.
Help Desk Support Representative
MGIC- Mortgage Guaranty Ins Corp
06.2007 - 02.2013
- Provide help desk support for web-based software solutions to Mortgage Brokers and Real Estate Agents via phone, chat and remote access.
- Assist with initial on-boarding and website launch process.
- Managed high-stress situations calmly, prioritizing tasks effectively to deliver optimal results under tight deadlines.
- Troubleshoot e-magic loan application software.
Education
High School Diploma -
Washington High School
Milwaukee, WI06.1991
Skills
- Complaint Handling
- Live chat support
- Call center experience
- Quality Assurance
- Problem-Solving
- Collaborative Team Player
- Customer Communication and Empathy
- Construction Project Management support
- SAP, Remote Access, CRM, CMS, VOIP, Citrix, Cisco, Service Desk Ticketing Systems (HubSpot, Salesforce) Microsoft Excel/Word, QuickBooks, Multi-Line phone and Multi-screen
Timeline
Customer Support Specialist
Procore Technologies Inc.
10.2019 - 06.2024
Customer Account Representative III
Russell Tobin/3M Customer Service Organization
12.2018 - 10.2019
Contact Center Supervisor
Teleperformance
01.2018 - 11.2018
Debit/Credit Card Services Representative
Austin Temporary Staffing
09.2017 - 01.2018
ATM Account Manager/Help Desk Support
CORD Financial Services
01.2016 - 07.2017
Contact Center Specialist
Baylor Scott &White Memorial
12.2014 - 12.2016
Contact Center Personal Banker/ATM Account Manager/Help Desk Support Analyst
BMO Harris Financial Group
03.2013 - 11.2014
Help Desk Support Representative
MGIC- Mortgage Guaranty Ins Corp
06.2007 - 02.2013
High School Diploma -
Washington High School
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