Celeste Guzman

Proven leader with 15+ years of experience driving contact-center operations, healthcare billing, and process improvement. Expert in implementing systems, coaching teams, and optimizing KPIs such as AHT, CSAT, FCR, and SLA. Adept at managing large-scale remote programs and integrating new tools (CRM, IVR, WFM) to improve customer experience and operational efficiency. Recognized for leading change, mentoring high-performing teams, and achieving measurable outcomes in both healthcare and service-delivery environments.