Summary
Overview
Work History
Education
Skills
Timeline
Generic

Celitha R Perez

Denver

Summary

Enthusiastic Employee with over 10 years of experience in Customer service, Call Center Leader, and Performance Management, 9 years being in DIRECTV. Hands-on proactive leader with expertise in motivation, development and training leaders and agents. Experienced leader in change management with individual contributors and leadership. A proven track record of building and maintaining productive relationships across organizations. 7 years’ experience Coaching the Learning and Development department at DIRECTV. Skilled in developing individuals and groups through presenting and individual coaching.

Overview

19
19
years of professional experience

Work History

Sales & Service Manager Quality/M&P/Process

AT&T, Inc.
05.2016 - Current
  • Responsible for the identification, analysis, development, and documentation of process improvements, methods and procedures, and quality standards.
  • Collect data and recommend solutions to root causes of problems.
  • Consult with line management on process management and improvement.
  • Identify areas of opportunity and make recommendations for process and improvements.
  • Managed 25 outsourced service assurance agents and 2 leaders.
  • Collaborated closely with the Order Accuracy team to conduct quality checks and calibration calls, resulting in sustained accuracy rates of 98%+.
  • Identified and addressed compliance issues related to agent behavior, improving customer authentication experience.
  • Led a short-term fraud prevention study by implementing interim fraud monitoring processes, significantly reducing fraud exposure during system transitions.
  • Oversaw the Closed Loop process for Service Assurance, resolving high-priority customer issues to reduce repeat calls and enhance customer satisfaction.
  • Presented monthly forums and received recognition for cross-functional impact.

Employee Development Coach/Point of Contact

DIRECTV, Inc.
04.2007 - Current
  • Coach and mentor new and existing employees while on the job training and existing employees on the production floor and in OJT to operational proficiency using established systems, tools, and protocol.
  • Monitor phone calls and provide individual coaching and small group development sessions aimed at improving individual performance.
  • Develop new agents in understanding all areas of performance including long term customer satisfaction and productivity components that drive revenue and customer loyalty.
  • Document quality issues and performance measures for management review.
  • Act as Point of Contact for the OJT department managing new hire classes and support and develop other coaches' skills.
  • Build business relationships and open lines of communication with partners in Operations and support areas such as Quality Assurance.

Life Skills Specialist

Developmental Pathways
01.2006 - 04.2007
  • Assessed clients functioning in areas such as vision, orientation and mobility skills, social and emotional issues, physical abilities, and personal goals.
  • Provided medical care in accordance with established protocols, including First Aid/CPR when needed.
  • Wrote reports or completed forms to document assessments, training, progress, or follow-up outcomes.

Education

High School - General Studies

West High School
Denver, CO
01.1999

Skills

  • Self-motivated, hard-working individual
  • Strong interpersonal skills and positive work ethic
  • Ability to work independently in a fast-paced environment
  • Able to handle challenges, with proven history of increased productivity
  • Prescient in using technology to enhance data and information management
  • Fully committed to providing the highest possible standards of customer service and support
  • Team leader with a proven ability to train, supervise, motivate, and evaluate customer service representatives
  • Focused, versatile, dependable, multi-task oriented, flexible, positive, emotionally stable, able to adapt effectively to challenging and emergency situations
  • Languages: fluently read and write English and Spanish

Timeline

Sales & Service Manager Quality/M&P/Process

AT&T, Inc.
05.2016 - Current

Employee Development Coach/Point of Contact

DIRECTV, Inc.
04.2007 - Current

Life Skills Specialist

Developmental Pathways
01.2006 - 04.2007

High School - General Studies

West High School

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Celitha R Perez