Celeste Padilla
Maricopa
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
11
11
years of professional experience
Work History
Enterprise Shipper Support (ESS) Account Specialist
Aston Carter Staffing and Talent Solutions
01.2025 - Current
- Developed and implemented efficient pickup and delivery schedules, resulting in improved vendor performance and reduced transportation costs
- Coordinated end-to-end transportation logistics for multiple Amazon vendors, optimizing delivery networks and maintaining service excellence
- Analyzed vendor performance metrics and KPIs to identify trends and opportunities for operational improvements
- Generated comprehensive performance reports and presented data-driven insights to key stakeholders
- Conducted vendor education sessions and provided coaching on Amazon policies and best practices, enhancing compliance and operational efficiency
- Led strategic vendor meetings to review performance metrics, address concerns, and develop action plans for improvement
- Proactively identified and resolved vendor and carrier-related issues, maintaining high service levels and minimizing disruptions
Remote Customer Support Specialist
Procore Technologies Inc.
10.2019 - 06.2024
- Managed 30+ daily inbound calls while maintaining excellent call quality standards and adhering to established procedures
- Provided expert technical support for construction project management and ERP software solutions
- Delivered exceptional customer service through active listening skills and empathetic problem resolution
- Collaborated with product development teams to provide valuable customer feedback and insights
- Implemented forward-thinking strategies to maintain high customer satisfaction rates
- Mentored and trained team members, fostering professional growth and development within the department
- Streamlined support processes, resulting in increased efficiency and faster response times
- Partnered with cross-functional teams to ensure prompt resolution of product-related issues
Senior Account Representative
3M Customer Service Organization
10.2018 - 10.2019
- Enhanced customer satisfaction through prompt issue resolution and accurate information delivery
- Reduced customer complaints by implementing proactive communication strategies
- Managed complex billing systems to efficiently generate invoices and resolve financial discrepancies
- Coordinated with cross-functional departments to research and implement service solutions
- Increased client retention through consistent relationship management of key accounts
- Developed and executed strategies to expand customer base and drive sales growth
- Utilized service measurement systems to monitor and improve performance metrics
Contact Center Supervisor
Teleperformance
01.2018 - 11.2018
- Led and mentored a team of 30 agents, consistently surpassing individual and corporate performance goals
- Fostered a positive work environment that enhanced team collaboration and agent engagement
- Established effective communication channels through regular team meetings and feedback sessions
- Identified operational inefficiencies and implemented process improvements
- Generated analytical reports to support data-driven decision-making and goal setting
- Streamlined contact center operations, resulting in improved service quality and efficiency
- Conducted performance evaluations and developed targeted improvement plans for underperforming agents
- Managed workforce scheduling and forecasting to maintain service level targets during variable call volumes
- Developed and delivered training programs focusing on performance metrics and customer behavior analysis
Debit/Credit Card Services Representative
Greater Texas Credit Union
09.2017 - 01.2018
- Built and maintained positive customer relationships through effective request handling and issue resolution
- Increased customer satisfaction rates through prompt complaint resolution and follow-up
- Preserved customer loyalty by professionally addressing concerns and preventing account attrition
- Contributed to positive company reputation through consistent delivery of exceptional customer service
- Consistently exceeded performance targets through results-focused approach and strong work ethic
ATM Account Manager/Help Desk Support
CORD Financial Services
01.2016 - 07.2017
- Evaluated client needs and developed tailored ATM solutions to improve customer satisfaction ratings
- Managed end-to-end ATM operational processes and maintenance procedures
- Resolved escalated technical issues through effective cross-departmental coordination
- Administered diverse account portfolio, ensuring proactive communication and timely issue resolution
- Conducted regular account reviews to identify optimization opportunities and enhance client success
- Strengthened client relationships through accurate pricing and customer-centric service delivery
- Partnered with sales team to identify and capitalize on up-sell opportunities
- Negotiated favorable contract terms while maintaining positive client relationships
- Provided comprehensive help desk support for ATM-related technical issues
Contact Center Specialist
Baylor Scott & White Memorial
12.2014 - 12.2016
- Managed high volume of inbound calls, consistently exceeding weekly performance goals
- Coordinated healthcare appointments according to patient needs and clinic guidelines
- Provided detailed pre-appointment instructions and documentation requirements to patients
- Identified and escalated emergency situations for immediate medical triage
- De-escalated challenging situations through professional and empathetic communication
- Maintained exceptional patient satisfaction ratings through efficient inquiry resolution
- Ensured compliance with healthcare scheduling protocols and HIPAA regulation
Education
High School Diploma -
Washington High School of IT
Milwaukee, WI06.1991
Skills
- Construction management software proficiency
- Enterprise Resource Planning (ERP) Systems
- JIRA Project Management
- Salesforce CRM
- HubSpot
- Communication & Collaboration Tools: Zoom
- Microsoft Office Suite: Excel
- PowerPoint
Technical Proficiencies
Software Applications: Construction Management Software • Enterprise Resource Planning (ERP) Systems • JIRA Project Management • Salesforce CRM • HubSpot
Communication & Collaboration Tools:
Zoom • Live Chat Platforms Microsoft Office Suite: Excel • Word • PowerPoint • Windows OS
Timeline
Enterprise Shipper Support (ESS) Account Specialist
Aston Carter Staffing and Talent Solutions
01.2025 - Current
Remote Customer Support Specialist
Procore Technologies Inc.
10.2019 - 06.2024
Senior Account Representative
3M Customer Service Organization
10.2018 - 10.2019
Contact Center Supervisor
Teleperformance
01.2018 - 11.2018
Debit/Credit Card Services Representative
Greater Texas Credit Union
09.2017 - 01.2018
ATM Account Manager/Help Desk Support
CORD Financial Services
01.2016 - 07.2017
Contact Center Specialist
Baylor Scott & White Memorial
12.2014 - 12.2016
High School Diploma -
Washington High School of IT
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