Celestine Auelua
North Las Vegas,NV
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Sr. Training Supervisor
Golden Customer Care
12.2022 - Current
- Assessed over 40 reps employee skills and strengths to provide customized training.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
- Collaborated with company leaders and department managers to determine training needs.
- Updated trainers with latest policies, procedures and compliance standards.
- Demonstrated interpersonal, coaching and supervisor skills.
- Time Management - Ability to utilize available time to organize and complete work within given deadlines.
- Manage new hires and Trainers timecards in UKG.
Sr. Customer Care Supervisor
Golden Customer Care
06.2022 - 12.2022
- Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
- Monitored compliance risks while adhering to safety protocols.
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
Extended Nesting Supervisor
Golden Customer Care
11.2021 - 06.2022
- Mentored newly hired employees on customer service.
- Evaluated employee performance and coached and trained to improve weak areas.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Developed and implemented customer service policies.
- Managed over 100 new hires/trainers timecards in UKG.
Customer Care Supervisor
Golden Customer Care
02.2018 - 11.2021
- Evaluated interactions between associates and customers to assess personnel performance.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Developed new employees and on-going performance assessment of current employees.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Delegated tasks to existing support team members to help solve complex customer issues.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Created customer support strategies to increase customer retention.
Workforce Specialist
Golden Customer Care
04.2017 - 02.2018
- Managed teams and delegated training and development.
- Communicated with team members to enforce deadlines and quality standards.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Created training materials for new employees to provide information about attendance guidelines.
- Collaborated with managers to identify and address employee relations issues.
Customer Service Representative
Golden Customer Care
12.2016 - 04.2017
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Skills
- Compliance Understanding
- Technical Training
- Policy Updates
- Coaching and Mentoring
- Policy Implementation
- Trainee Evaluations
- Performance Evaluation
- Employee Coaching
- Training Facilitation
- Verbal and Written Communication
- Schedule Coordination
- Leadership Training
- New Hire On-Boarding
Timeline
Sr. Training Supervisor
Golden Customer Care
12.2022 - Current
Sr. Customer Care Supervisor
Golden Customer Care
06.2022 - 12.2022
Extended Nesting Supervisor
Golden Customer Care
11.2021 - 06.2022
Customer Care Supervisor
Golden Customer Care
02.2018 - 11.2021
Workforce Specialist
Golden Customer Care
04.2017 - 02.2018
Customer Service Representative
Golden Customer Care
12.2016 - 04.2017
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