Starr Celesté

Experience

• 

  APAC Customer Service

  Aug 2009 - Jun 2014

  Customer Service Supervisor

  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.• Monitored metrics and developed actionable insights to improve efficiency and performance.• Supervised 35 Customer Service Representatives in providing excellent customer service to callers requiring assistance for customer complaints and transit issues.• Preserved revenue streams utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.• Monitored customer service operations to assess agent performance and provide feedback.• Interceded between consignee and UPS Customer Facilities during disputes and diffused tense situations.• Managed department call volume of over 500 calls per day and coordinated department schedules to maximize coverage during peak hours.• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.• Developed documentation and logs of implemented solutions and generated and submitted daily and weekly reports.• Assessed personnel performance and implemented incentives and team-building events to boost morale.• Supervised and guided new employees on resource usage and responded quickly to questions, which improved understanding of job responsibilities.• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. Show less

• 

  Cozzy's Comedy Club and Tavern, LLC

  Jun 2014 - Apr 2015

  Server

  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.• Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business.• Bussed and reset 62 tables per shift, working efficiently to keep dining room and work areas clean.• Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.

• 

  Brick Farm Market

  Aug 2016 - Nov 2019

  Barista

  • Recommended products based on understanding of individual customer needs and preferences.• Pleasantly interacted with customers during hectic periods to promote fun, positive environment, established quality rapport, increasing sales by almost 10%• Elevated customer loyalty by using strong empathy and conflict resolution abilities to resolve customer problems.• Actively listened to customers' requests, confirming full understanding before addressing concerns.

• 

  Gymland School Of Gymnastics

  Aug 2017 - now

  Nanny

  • Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.• Monitored schedules to maintain sleeping, eating and school schedules for children.• Provided safe transportation to various types of activities, including dance, soccer and gymnastics to maintain extracurricular routines.• Prepared healthy, age-appropriate snacks and meals.• Assisted 4 children with homework assignments and special projects across different subjects.• Involved children in caring for 3 household pets and chores.• Totaled amount owed for services at end of session.• Organized different types of activities to enhance physical and intellectual development.• Taught children everyday skills, including tying shoes, dressing, potty training, basic math and language.• Balanced playtime and limited screen time to optimize types of stimulation and support development of fine motor, gross motor and cognitive skills.• Fostered close relationships with children by asking about school, friends and hobbies.• Communicated with children at age-appropriate levels to encourage understanding and foster relationships.• Built positive and nurturing environments to support child social and emotional growth. Show less