Celeste Ingram Email & Phone Number

Atlanta, Ga

► Oversaw daily operations and management of all escalation procedures for coordination of Coca-Cola Company Supply Chain to ensure delivery of quality products on time and in full► Led a team of Customer Service Coordinators to achieve workload, development, training and performance goals► Oversaw management, development and performance of the blended workforce; 90% telecommuters, 10% contractors and both exempt and non-exempt employees► Managed employee relations issues such as employee conflict, engagement, one on one coaching and evaluations, disciplinary actions and scheduling ► Created all leadership, escalation and conflict management initiatives in accordance to federal, state and local regulatory compliance guidelines► Built network connections and business relationships both internally and externally to assist in the alternative dispute resolution process► Management of 24/7 Call Center handling calls for customers nationwide► Project leader over several diverse cross-functional teams improving productivity and operations► Key-Contributor to CCR Diversity Education Strategy e-learning program; editing courses► Engagement Champion for Sanctuary Campus and Change Management Department Leader ► Developed and administered satisfaction surveys and engagement plans to increase employee morale, communication and productivity► Performed Ombudsman duties, resolving internal conflict and providing amicable solutions which improved business relations

Greater Atlanta Area

► Promoted quickly to Executive Escalations Manager supporting 3 Regional Vice Presidents after exceptional performance as Customer Advocate Manager ► Managed workload, performance and development of 3 supervisors supporting 69 employees► Utilized leadership skills to resolve conflict, avoid litigious situations and develop teams► Designed and implemented Company-wide conflict management and customer compliant training programs and work procedures ► Reduced escalations 30% three years consecutively through process analysis, training and forecasting trends► Responded to customer complaints from the Better Business Bureau, media, public officials, government agencies, and franchise authorities► Created an executive escalations team and hotline to handle all corporate and VIP complaints ► Partnered with Technical Managers, Call Center Leaders and other Executives during Organizational change efforts resulting from mergers and acquisitions► Personally addressed and resolved corporate escalations from the CEO’s office in Philadelphia► Created escalation and conflict management training procedures and employee guidelines used Company-wide