Celeste Padilla
Maricopa,AZ
Summary
Service-oriented Customer Support Representative with 10+ years of experience in contact center operations talking to customers over phone, e-mail or online chat to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
11
11
years of professional experience
Work History
Customer Support Representative
Procore Technologies Inc.
10.2019 - Current
- Support customer questions and resolve technical issues for customers with clear explanations and step-by-step guidance through phone and email.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Recommend solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Exceed performance metrics by consistently providing high-quality support to clients.
Customer Account Representative III
Russell Tobin/3M Customer Service Organization
12.2018 - 10.2019
- Acts as the primary liaison with 3M customers.
- Supported customer satisfaction through regular follow-up and communication.
- Researched and recommended new products to meet customer needs.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Managed timely and effective replacement of damaged or missing products.
Contact Center Supervisor
Teleperformance USA
01.2018 - 11.2018
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Improved productivity of customer service team by leading training initiatives.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
Debit/Credit Card Services Representative
Austin Temporary Staffing
09.2017 - 01.2018
- Respond appropriately to incoming calls and emails from members and colleagues regarding card issues.
- Review daily reports to identify suspicious activity. While troubleshooting and resolving fraudulent concerns.
- Process disputes and track status of claims through resolution, escalating issues to management as needed.
- Identify and monitor high-risk transactions, recommending actions such as account holds, restrictions, or closures.
Order replacement cards when applicable.
ATM Account Manager/Help Desk Support Specialist
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 - 12.2015
- Answer high volume of inbound calls. Ensure accurate, compliant and timely registration of new patients.
- Scheduled 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.
- Responded proactively and positively to rapid change.
- Identified emergent patient situations based on caller information and coordinated immediate triage.
- Responsible for calming upset callers by providing a composed and professional demeanor.
- Exceeded call handling goals on a weekly basis.
Contact Center Personal Banker/Help Desk Support Specialist
BMO Harris Financial Group
03.2013 - 11.2014
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Activated new accounts and issued customer identification numbers.
- Explained account terms and conditions to customers.
- Managed complex credit applications; negotiated terms and conditions which resulted in increased loan approvals for qualified borrowers.
- Provided ongoing mentorship to junior bankers, building their skills in sales techniques and customer relations management.
- Promoted financial products by maintaining excellent service offering knowledge.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
Education
High School Diploma -
Washington High School
Milwaukee, WI06.1991
Skills
- Database Management
- System optimization
- Collaborative Team Player
- Active Listening
- Support Services
- Call Management
- Complaint Handling
- Customer Communication and Empathy
- Microsoft Windows and Office
- Customer Needs Assessment
- Call Center Operations
- Creative Issue Resolution
- Application installations
- Desktop support
- Attention to Detail
- Troubleshooting Network Issues
- Organizational Skills
- Teamwork and Collaboration
Timeline
Customer Support Representative
Procore Technologies Inc.
10.2019 - Current
Customer Account Representative III
Russell Tobin/3M Customer Service Organization
12.2018 - 10.2019
Contact Center Supervisor
Teleperformance USA
01.2018 - 11.2018
Debit/Credit Card Services Representative
Austin Temporary Staffing
09.2017 - 01.2018
ATM Account Manager/Help Desk Support Specialist
CORD Financial Services
01.2016 - 07.2017
Contact Center Specialist
Baylor Scott &White Memorial
12.2014 - 12.2015
Contact Center Personal Banker/Help Desk Support Specialist
BMO Harris Financial Group
03.2013 - 11.2014
High School Diploma -
Washington High School
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