1. CELESTE M. NUNLEY
celestenunley@yahoo.com * (678) 925-9368
“Enhancing Efficiency and Productivity via Operation Support”
Excellent Phone Skills / Organizational Leadership / Customer Service Management
Seasoned self-starter in customer service including order entry, office support, and client relations.
Highly reliable, professional in appearance and work ethic, result oriented with a verifiable record of
punctuality and low absenteeism.
Core Skills:
Problem Solving Critical Analysis Detail Oriented
Letter Composition Flexible/Adaptable Time Management
Accurate Message Taking General Bookkeeping Improving Efficiency
Computer Skills:
 Typing – 50 wpm
 Proficient with Microsoft Word, Excel, Power Point, and Outlook
Professional Experience:
STAFFMARK-Contractor for The Home Depot (Seasonal) Jan 2015-March 2015
Staffing Analyst
 Conducted phone screens for the selected candidates via POM
 Documented accurate responses
 Scheduled interviews or directed to appropriate departments
 Handled 100 plus calls per day/100% of time spent doing this job/200 plus employees
PRESTIGE STAFFING- Centene/Nursewise (Temp.Assignment) Jan 2014-Jan 2015
Customer Service Representative
 Contacted medicaid recipients to conduct Health Risk Screenings (100 plus calls per day)
 Receive and respond to all telephone inquiries from members or providers.( 100% of time spent
doing this job) 200 plus employees
 Research and provide information regarding member's eligibility, benefits, referrals and
authorizations.
 Provide members with information on the Provider Network and how to contact and access
providers.
 Educate providers on prior authorization requirements, how to access services and other routine,
non-clinical issues.
 Educate providers on process of submitting outpatient treatment requests for outpatient therapy.
 Initiate or fax necessary forms to providers for outpatient therapy services.
 Coordinate with Provider Relations regarding contracting and/or credentialing status.
 Document all members' issues and resolution in the computer systems.
 Provide back-up support to Data Entry team as necessary.
GCB Services Contractor Sprint for (Temp. Assignment) May 2013-Jan 2014
Business Wireless Technical Support
 Provide technical support to Business Wireless Ticket Management by coordinating through
various Sprint systems such as Tracker,CTMS, and Trams.(200 plus employees)
 Utilized Microsoft Outlook / Excel, Sprint's People Search,Microsoft Lync and Web Outlook
 Updated ticket statuses from second to final request and final to case closed
 Dispatched tickets to appropriate queue due to the status of the ticket.(100% of the time)
 Differentiate hard fix from a non-hard fix Outbound calls to customer informing them of the
status of their ticket.
 Handle technical troubleshooting within a high volume environment, including voice, data, or
device issues
 Escalated tickets to appropriate fix agencies or other Sprint departments
 Submitted all work in a timely matter using Microsoft Outlook to Coach or Supervisor
 Worked with a team of twelve closing 100 plus tickets a day and creating trackers
Randstad- Wolters Kluwer/CCH Small Firm Services (Seasonal) Jan 2013 to April 2013
Aerotek (Seasonal) November-December2013
ATX Customer Support(ATX & TAXWISE)
 Assist with tax and accounting software issues presented by customers

2.  Correlate issues quickly to ProSystem fx and it's ancillary products
 Resolve or escalate more complex inquiries by researching taxing authority instructions, technical
publications and ProSystem fx user guides.
 Identify reoccurring problems or issues received through customer calls and escalate them for
review
 Provide support for ProSystem fx Tax preparation software modules 1040, 5500, 990, 706, 709,
or 1120, 1120S, 1065, and 1041
 Maintain high quality standards minimizing customer callbacks for additional assistance
 Handled 80 plus calls a day during tax season/200 plus employees/Did this job 100% of the
time/80 employees on the tier one help desk support team
Ryla Teleservices(AT&T project) Aug 2009 to Nov 2011
Customer Service Representative
Alorica formerly known as Ryla Teleservcies (Benefeds & ProFlowers Seasonal Project) Dec 2011-Dec
2012
Training Assistant
Assist inbound calls from new and existing business customers to answer inquiries, resolve billing
questions, offer recommendations, and provide technical support for client, products or services such as
Computers, DVD players, Audio Systems, TVs,Digital Cameras,and Cell phones.
 Conferred with AT&T WIRELESS customers by telephone or in person to provide information
about products or services, take or enter orders, cancelaccounts, or obtain details of complaints.
 Kept records of customer interactions or transactions, recording details of inquiries, complaints,
or comments, as well as actions taken. 100 plus calls daily/200 plus employees
 Checked to ensure that appropriate changes were made to resolve customers' problems 100% of
the time
 Determined charges for services requested, collect deposits or payments, or arrange for billing.
 Referred unresolved customer grievances to designated departments for further investigation.
 Resolved customers' service or billing complaints by performing activities such as exchanging
merchandise, troubleshooting, refunding money, or adjusting bills.(100% of the time)
 Assist Trainers with New Hire Training Classes and/or General Training Classes
 Set- up classroom and provide learning materials for trainees
 Work in conjunction with IT to resolve network id’s and login issues
 Monitor and enter attendance daily
 Document and submit timesheets for payroll
 Issue badges and headsets
 Interact with and encourage trainees
Standard of Excellence May 2006 –Aug 2009
Receptionist
Answer inquiries and provide information to the general public, customers, visitors, and other interested
parties regarding activities conducted at establishment and location of departments, offices, and
employees within the organization.
 Operated office equipment and maintained appropriate inventory of office supplies
 Performed other duties, functions, special projects, and responsibilities as assigned by the Branch
Manager
 Processed credit card,cash and check payments
 Light AP/AR duties; bank reconciliation, Prepares financial reports by collecting, analyzing, and
summarizing account information and trends.
 Performed office duties such as faxing, emailing, filing, copying, scanning, purging and
bookkeeping
 Answered telephone calls in a warm/bubbly manner while providing information to routine
inquires or route calls to appropriate staff.
 Contacted customers to respond to inquiries or to notify them of claim investigation results or any
planned adjustments.
 Pays invoices by verifying transaction information; scheduling and preparing disbursements;
obtaining authorization of payment.
 Maintained financial security by following internal accounting controls
Live Bridge Incorporated Jan 2005 – May 2006
Customer Service Representative
Interact with customers to provide information in response to inquiries about products and services and to
handle and resolve complaints.
 Compared disputed merchandise with original requisitions and information from invoices and
prepare invoices for returned goods.
 Resolved billing and inquiries for Verizon Wireless customers
 Programmed cellular phones and other mobile devices.
 Educated customers on company products and services.
 Up sell on products and services to maximize mobile convenience.
 Took 75 plus calls a day/ Did job 100% of the time/ 100 plus employees

3. Sprint PCS Jan 2001 – Jan 2005
Customer Care Representative
Interact with customers to provide information in response to inquiries about products and services and to
handle and resolve complaints.
 Processed credit checks to determine eligibility of service.
 Resolved billing and account inquires 100% of the time
 Preformed Level 1 Technical Support 80 % of the time
 Collected payments on delinquent accounts.
 Monitor accounts for fraudulent activities
 Up sell products and services to maximize mobile conveniences
 Handled 100 plus calls daily/ 200 plus employees
SBC Communications
Customer Service Representative/Tier1 Technical Support Jan 2000-Jan 2001
Support and customer service for the companies under the SBC umbrella
 Actively handled inbound/outbound calls to assist customers (100 plus calls a day), troubleshoot
and provide services for all sister companies of SBC Communications; both landline and
wireless. AT&T (long distance & DSL), Ameritech,), Direct TV,and Cingular Wireless
activations. 100% of the time/100 plus employees/handled 100 plus calls a day
 Maintained accurate and systematic records
 Troubleshoot both service and device issues
 Up sell products and services to generate revenue
Selective Achievements:
 Letter of Appreciation; from Upper Management, recognized for most consistent unfailingly
polite, cheerfulattitude on the phone with clients; most well-rounded and achieved employee
with the highest caliber in a semi-annual period.
 Letter of Appreciation; from local clients regarding my willingness to help and providing above-
and-beyond what my job entails.
 Certificate of Completion; Professional in the areas of legal, business, tax, accounting, finance,
audit, risk, compliance, and healthcare rely on Wolters Kluwer's leading, information-enabled
tools and solutions to manage their business efficiently, deliver results to their clients, and
succeed in an ever more dynamic world.
 Letter of Appreciation; from Trainers on punctuality, loyalty, regarding my willingness to help
and excelling above-and-beyond my job requirements
Education:
 BS in Criminal Justice with University of Phoenix (Currently Attending)
 Idabel High School Graduation date: May 17th
1989
Professional References Available Upon Request