Celeste Guzman
El Paso TX • Remote-•-
Bilingual English and Spanish
CORE STRENGTHS
Service Delivery Leadership • Contact Center Operations • Healthcare Operations
Cross Functional Collaboration • SLA and KPI Management • Risk Mitigation
Process Improvement • Trend Analysis • Performance Optimization
Team Leadership • Coaching and Development • Customer Experience Excellence
Data Driven Decision Making • Operational Strategy • Escalation Management
PROFESSIONAL EXPERIENCE
Supervisor — Conduent Remote | Feb 2024 – Present
Leads more than twenty specialists across customer service operations supporting a major tax
preparation company. Oversees SLA performance, agent development, and operational efficiency.
Analyzes data to drive improvements, identify risks, and enhance service delivery. Manages
escalations, collaborates with cross functional leaders, and ensures compliance with internal policies.
Implements routines to monitor performance and support team engagement and accountability.
Medical Billing Operations Manager — Hillside Medical Equipment | Aug 2009 – Jul 2021
Directed full cycle DME operations including intake, billing, verification, customer service, and payer
communication. Managed multi departmental workflows, coached teams, and ensured compliance with
Medicare, Medicaid, and commercial payer criteria. Collaborated with suppliers, referral sources, and
CareCentrix to optimize authorization workflows. Drove operational improvements that reduced delays,
improved accuracy, and strengthened service delivery. Managed escalated issues with professionalism
and data driven solutions.
CEO and Business Owner — Divine Celesteal | Jan 2021 – Present
Manages daily operations, customer communication, scheduling, product fulfillment, and quality
assurance. Implements workflow improvements, resolves customer issues, and maintains strong
organizational structure.
RELEVANT SKILLS FOR SENIOR MANAGER SERVICE DELlVERY
• Leadership of large diverse teams across operations
• SLA, KPI, and performance monitoring
• Strong analytical and reporting capability
• Skilled in operational risk identification and mitigation
• Ability to collaborate with cross functional teams and stakeholders
• Experience developing routines for weekly and monthly performance reviews
• Proven ability to optimize processes and implement operational improvements
• Strong communication skills for escalations, coaching, and strategic discussions
EDUCATION AND CERTIFICATIONS
Medical Information Specialist Certificate
Six Sigma Black Belt in progress
