Celia Avelar
West Valley City,Utah
Summary
Self-motivated Product Support Manager with four years of comprehensive experience leading matrixed, cross-functional teams of engineers, designers and sales personnel to market innovative products to customers. Expertise in product strategy, product development and market research. Passionate and driven by measurable results and inspiring teams.
Overview
10
10
years of professional experience
Work History
Senior Branch Product Support Representative
Wells Fargo
01.2020 - Current
- Improved customer satisfaction by efficiently troubleshooting and resolving product issues.
- Enhanced customer experience by providing timely and accurate information regarding product features and use.
- Reduced response time for support inquiries with effective case management and prioritization.
- Ensured customer retention, addressing their concerns and offering tailored solutions to meet their needs.
Acting Trainer
GENERAL DYNAMICS/MAXIMUS
06.2016 - Current
- Training and development of training materials, completed quality audits, and delivering training
- Delivers training to existing staff on current processes and on process improvements and system changes
- Ability to influence, gain support, and resolve conflict
- Plan trainings and to assess calibration techniques used to evaluate trainings
- Assists in writing material for new training programs; reviews, evaluates, and modifies existing and proposed programs
- Provides Supervisor with feedback regarding QA processes, tools, and systems.
Internal Support Group (ISG)
GENERAL DYNAMICS/MAXIMUS
08.2014 - 06.2016
- Communicate with impact, provide help to make a business decision
- Knowledge of CMS or health care information
- Ability to demonstrate success with leadership, problem solving, and organizational skills
- Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence
- Help by taking escalated calls.
Customer Services Representative
GENERAL DYNAMICS/MAXIMUS
11.2013 - 08.2014
- Educate, answer and resolve customers concerns
- Improve team quality by sharing best practices and ideas to my peers
- Ensure customer satisfaction by providing excellent communications and customer service skills
- Helping customers enroll into health plans and help them along the way in case any issues arise through the process
- Providing Peace of mind
- Proficient on Microsoft Office.
Education
Public Speaking -
Salt Lake Community College
West Valley City, UtahAccounting -
SYC SelMec
Mexico City, MexicoSkills
- Client Relationship Building
- Escalation management
- Training and coaching
- Empathy and patience
- Customer Service
- De-Escalation Techniques
- Problem-solving aptitude
- Problem-solving abilities
- Reliability
- Adaptability
Notes Of Interest
Fluent in written and conversational Spanish, Lean Six Sigma Yellow Belt Certificate
References
References given upon request
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
French
Limited Working
Timeline
Senior Branch Product Support Representative
Wells Fargo
01.2020 - Current
Acting Trainer
GENERAL DYNAMICS/MAXIMUS
06.2016 - Current
Internal Support Group (ISG)
GENERAL DYNAMICS/MAXIMUS
08.2014 - 06.2016
Customer Services Representative
GENERAL DYNAMICS/MAXIMUS
11.2013 - 08.2014
Public Speaking -
Salt Lake Community College
Accounting -
SYC SelMec
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