Celia Soto
Las Vegas
Summary
Dedicated Customer Operations Agent with proven skills in issue resolution, CRM management, and effective communication. Committed to enhancing customer satisfaction through team collaboration and process optimization.
Overview
11
11
years of professional experience
Work History
CUSTOMER OPERATIONS AGENT
Freedom Forever, LLC.
Las Vegas, NV
06.2024 - 10.2025
- Provided support via phone, email, and chat to resolve customer issues efficiently.
- Coordinated with internal teams to escalate and resolve complex customer issues, enhancing overall customer satisfaction.
- Mentored new hires on product knowledge and adherence to service standards.
- Logged accurate CRM case notes and ensured timely follow-up actions to improve case resolution tracking.
CALL CENTER REPRESENTATIVE
ARCA Recycling Inc., DBA Customer Connexx
Las Vegas, NV
05.2022 - 08.2023
- Delivered exceptional customer service while managing high volume of calls, emails, and chats, achieving 95% satisfaction rating.
- Collaborated with team members on escalated calls to resolve complex customer issues, enhancing overall customer satisfaction.
- Maintained detailed customer records and call logs in CRM systems to document complaints and resolutions, ensuring accurate information for future reference.
Production Supervisor
Consumer Opinion Services/ Opinions LTD.
Las Vegas, NV
10.2014 - 03.2021
- Created workforce planning and development models to inform quarterly scheduling and processing.
- Developed and maintained strong and clear communication and rapport with plant personnel.
- Coached employees in developing and achieving individuals' performance goals.
- Budget monthly departmental expenses and implemented cost controls, worked with management to implement the company's policies and goals.
Education
Clark County Night Adult Ed.
Las Vegas, NVSkills
- Customer support
- Issue resolution
- CRM management
- Quality assurance
- Process optimization
- Workflow optimization
- Team collaboration
- Attention to detail
- Problem solving
- Effective communication
- Conflict resolution
- Problem-solving aptitude
Timeline
CUSTOMER OPERATIONS AGENT
Freedom Forever, LLC.
06.2024 - 10.2025
CALL CENTER REPRESENTATIVE
ARCA Recycling Inc., DBA Customer Connexx
05.2022 - 08.2023
Production Supervisor
Consumer Opinion Services/ Opinions LTD.
10.2014 - 03.2021
Clark County Night Adult Ed.