Summary
Overview
Work History
Education
Skills
Timeline
Generic

Celso Carapau

Leamington,Canada

Summary

Results driven professional with experience in quality assurance, process improvement and leadership. Seeking a role where I can leverage data analysis, coaching expertise, and operational insights to enhance service delivery and team performance.

Overview

2026
2026
years of professional experience

Work History

Undergraduate Teaching & Research Assistant

University of Windsor
  • Responsible for grading papers and organizing in-class presentations.
  • Provided feedback and guidance to 50+ students.
  • Commended by the head professor for academic prowess, accuracy, and communications skills.

Nights Assistance Coordinator (NA CC)

Global Excel Management
  • Act as a resource for the patient, family members and medical facilities regarding policy benefits and coverage information.
  • Pre-approve medical tests and provide pertinent information to the customer on the products and services administered by the insurance company, and coordinate follow-up actions.
  • Occasionally evaluate supporting documentation and verification of coverage in order to administer Guarantees Of Payments in medical emergencies, handling amounts up to 20,000 USD.

Team Leader

Global Excel Management
2025 - Current
  • Led a team of 22 frontline agents across two different departments ensuring excellent standards.
  • Managed performance through regular reviews, behavioral coaching, progressive discipline, including terminations and improvement plans. Consistently exceeding KPI benchmarks for call handle time (CHT), audit scores, and absenteeism.
  • Spearheaded a Telemedicine Optimization Initiative. This included a triage protocol and deferral rate tracking to measure outcomes. Lowering the amount of clients that were sent to hospitals. Projected to save corporate client spend by 2.5M/year in cost prevention.
  • Built a GPT-5 powered Azure AI simulator to simulate live calls for new agents shortening the onboarding process and increasing quality.
  • Partnered with cross functional teams in training, quality, and operations to align on coaching initiatives tailored toward increasing Customer Satisfaction Scores.

Education

Bachelor of Arts (Honors with Distinction) - Criminology & Sociology, Statistics

University of Windsor
Windsor, ON

Skills

  • Data Analysis
  • Teamwork and Leadership
  • Research design
  • Critical thinking
  • Excellent communication
  • Decision-making
  • Microsoft Excel
  • Microsoft Azure experience
  • Power automate development

Timeline

Nights Assistance Coordinator (NA CC)

Global Excel Management

Undergraduate Teaching & Research Assistant

University of Windsor

Team Leader

Global Excel Management
2025 - Current

Bachelor of Arts (Honors with Distinction) - Criminology & Sociology, Statistics

University of Windsor

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Celso Carapau