Summary
Overview
Work History
Education
Skills
Timeline
Generic

Celissia Holmes

Miami,FL

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. 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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Supply chain professional with deep expertise in logistics optimization and strategic supply chain planning. Valued for ability to drive process improvements and enhance operational efficiency. Known for strong collaboration skills and achieving impactful results, adaptable to dynamic environments. Proficient in demand forecasting and inventory management, with focus on delivering value.

Experienced with analyzing supply chain processes to identify areas for improvement. Utilizes advanced techniques in demand forecasting and inventory management to streamline operations. Track record of implementing strategic initiatives that enhance efficiency and reduce costs.

Supply Chain professional with proven ability to streamline processes and drive efficiencies. Skilled in data analysis, inventory management, and logistics coordination. Known for strong teamwork, adaptability, and delivering consistent results in dynamic environments. Equipped with excellent problem-solving abilities and keen focus on maximizing operational performance.

Organized Supply Chain Analyst skilled in assessing client needs and cultivating compelling solutions. Well-trained decision-maker with focused attention on detail and drive to manage order flows with expert precision. Offering exemplary client relationship and support skills.

Overview

25
25
years of professional experience

Work History

Supply Chain Analyst

Verizon
Medley, Florida
11.2024 - Current
  • Analyzed supply chain data to identify trends and improve inventory management processes.
  • Developed and implemented forecasting models to enhance demand planning accuracy.
  • Collaborated with cross-functional teams to streamline logistics operations and reduce lead times.
  • Evaluated supplier performance metrics to support strategic sourcing decisions and vendor relations.
  • Led initiatives to optimize transportation routes, resulting in cost savings and improved delivery efficiency.
  • Mentored junior analysts, fostering skills in data analysis and supply chain best practices.
  • Conducted root cause analyses on supply chain disruptions, driving process improvements and risk mitigation strategies.
  • Utilized advanced ERP systems for tracking inventory levels and enhancing order fulfillment accuracy.

Tier 3 Automation Analyst

Verizon Wireless
MEDLEY, FL
05.2022 - 11.2024
  • Generated reports to track performance and analyze trends.
  • Analyzed and developed service goals for in-bound call center.
  • Offered assistance in implementing and developing training programs.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Increased customer satisfaction ratings to 95% and higher.
  • Developed and implemented automation solutions to improve operational efficiency across departments.
  • Analyzed system performance data to identify process bottlenecks and recommend enhancements.
  • Collaborated with cross-functional teams to design automated workflows for customer service operations.
  • Led training sessions for staff on new automation tools and best practices, improving team proficiency.

Product Support Analyst

TracFone Wireless, Inc
MEDLEY, FL
05.2016 - 05.2022
  • Managed and prioritized multiple projects simultaneously, worked independently and drove results.
  • Researched and identified solutions to technical problems.
  • Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
  • Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.

Carrier Analyst Automation

TracFone Wireless Inc
07.2007 - 05.2016
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Collaborated with upper management to drive strategy and implement new processes.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Offered input for complex documents to support client-ready final versions.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.

Customer Retention Specialist LNP

TracFone Wireless Inc
Medley, Florida
08.2006 - 07.2007
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Investigated and resolved accounting, service and delivery concerns.
  • Responded proactively and positively to rapid change.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Quality Assurance Analyst

TracFone Wireless, Inc
Medley, Florida
02.2005 - 08.2006
  • Adhered to standardized software quality assurance best practices, policies and processes.
  • Wrote and maintained detailed internal documentation on developed systems.
  • Created successful test scripts to manage automated feature testing,
  • Fixed identified issues to improve workflows.
  • Mentored and coached team members on QA topics and strategies.
  • Participated in requirements and used case reviews.
  • Developed reports and materials for key stakeholders related to quality goals, progress and challenges.

Carrier Operations Specialist

TracFone Wireless, Inc
10.2001 - 02.2005
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Tracked company equipment, tools and technology to manage inventory.
  • Collected, arranged, and input information into database system.
  • Analyzed department metrics and performance and reported findings to management.
  • Collected customer feedback and made business adjustments to improve retention and satisfaction.
  • Documented transactions, orders and expenditures to gather sales data and forecast financial needs.

Technical Support Specialist

TracFone Wireless, Inc
MEDLEY, FL
07.2001 - 10.2001
  • Documented support interactions for future reference.
  • Managed high levels of call flow and responded to customers technical support needs.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Walked individuals through basic troubleshooting tasks.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Resolved 100 technical support inquiries per day.

Customer Service Specialist

TracFone Wireless Inc
MEDLEY, FL
07.2000 - 01.2021
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Education

High School Diploma -

Miami Central Senior High School
Miami, FL
06-1995

Skills

  • Budget Administration
  • Workforce Management System Software
  • Contact Management Systems
  • Customer Satisfaction
  • Technical Support and Assistance
  • Operational Efficiency

  • Team Meetings
  • Problem Resolution


  • Strategic Decision-Making
  • Data analysis
  • Supply chain optimization
  • Supply chain planning

  • ERP systems proficiency
  • Process improvements

Timeline

Supply Chain Analyst

Verizon
11.2024 - Current

Tier 3 Automation Analyst

Verizon Wireless
05.2022 - 11.2024

Product Support Analyst

TracFone Wireless, Inc
05.2016 - 05.2022

Carrier Analyst Automation

TracFone Wireless Inc
07.2007 - 05.2016

Customer Retention Specialist LNP

TracFone Wireless Inc
08.2006 - 07.2007

Quality Assurance Analyst

TracFone Wireless, Inc
02.2005 - 08.2006

Carrier Operations Specialist

TracFone Wireless, Inc
10.2001 - 02.2005

Technical Support Specialist

TracFone Wireless, Inc
07.2001 - 10.2001

Customer Service Specialist

TracFone Wireless Inc
07.2000 - 01.2021

High School Diploma -

Miami Central Senior High School