Adriana Badillo
San Antonio,Texas
Summary
Focused Order Processor with expertise in efficiently managing inbound and outbound calls. Achieved customer satisfaction by processing orders and coordinating shipping, while providing bilingual support across various sectors including banking, insurance, and medical billing. Committed to creating a comfortable experience for callers and resolving diverse issues through strong communication and multitasking skills.
Overview
2
2
years of post-secondary education
26
26
years of professional experience
Work History
(Customer Call Center Representative II)
LEIDOS QTC Health Services
02.2021 - Current
- Offer excellence in service while answering, processing, and documenting a high volume of inbound calls in the most efficient manner possible
- Handled customer and representative calls by answering, processing, and documenting inquiries, serving as liaison between customers and internal operational staff to deliver exceptional service. Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests.
- Provide clients with world class customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
- Clarified customer inquiries through active listening, researching and providing information to relevant entities.
- Maintain ownership of calls, including outreach or follow-ups with the escalation team or the department leadership
- Accurately document all call information in case management system according to standard operating procedures
- Demonstrate compassion and professionalism when addressing complex inquiries and/or irate callers
- Recommended process improvements for systems and processes to enhance organizational efficiency.
(Bilingual Customer Service Representative Third Party for Spectrum)
Startek
San Antonio
05.2019 - 02.2021
- Informed customers about products and services, billing, repairs, collections, and addressed various inquiries
- Provide general technical support regarding outages, bandwidth troubleshooting, equipment setup, and rebooting
- Addressed subscriber complaints professionally and resolved issues per established guidelines
- Identified and resolved Subscribers' service problems and scheduled necessary field service calls.
- Schedule Subscriber appointments in accordance with established procedures
- Document Subscriber transactions accurately in the appropriate systems
- Coordinated with coworkers, lead personnel, and other departments to ensure effective service delivery
Customer Care Service Representative I
CVS/Caremark
11.2018 - 04.2019
- In charge of receiving inbound calls from members about medications and coverages..
- Maintaining Job responsibilities may include: Managing complaints, suggestions and comments in queue.
- Responsible for timely follow up on requests to ensure resolution.
- Completed timely follow-up on requests to achieve resolution.
- Ensuring complete tracking of client contact in a database to build contact history, identify trends, facilitate relationship building and provide management and client reporting.
- Providing plan benefit override support at the client's request.
- Delivered feedback to Customer Care management to inform service improvements.
- Ensuring complete tracking of client contact in database to build contact history, identify trends, facilitate relationship building and provide management and client reporting.
- Partnering with the Account Management team to ensure maximum client satisfaction.
- Contacting participants at client’s request.
- Facilitated Caremark's presence at client benefit fairs.
- Supported Client Infusion Training sessions.
- Completed assigned responsibilities to support team operations.
Cashier Team Lead
Wendy’s Hamburgers
San Antonio, TX
01.2011 - 04.2017
- Main highlight tasks such as greeting customers, taking and delivering orders, assisting with food preparation, solving customer complaints, handling monetary transactions, and keeping the restaurant front area clean and well-stocked. Has excellent numeracy skills; is enthusiastic and self-motivated; and communicates effectively with all sorts of people..
- Trained new staff on cash handling procedures and customer service techniques.
- Managed cash register operations, including balancing drawers at shift end.
- Main highlight tasks such as greeting customers, taking and delivering orders, assisting with food preparation, solving customer complaints, handling monetary transactions, and keeping the restaurant front area clean and well-stocked. Has excellent numeracy skills; is enthusiastic and self-motivated; and communicates effectively with all sorts of people..
Bilingual Directory Assistance CSR
INFONXX
San Antonio, TX
10.2004 - 08.2006
- Effectively handled high volume of incoming call calls requests for phone numbers and addressed individuals and businesses.
- Provided detailed driving directions to customers
- Provided information on times, weather, game scores, and horoscopes to meet customer inquiries.
- Assisted in step by step driving directions
- Provided more times, weather, game scores and horoscopes
- Completed diverse responsibilities to support team operations
Bilingual CSR and Texas Licensed P & C Adjuster
Fred Loya Insurance
San Antonio, TX
09.2004 - 08.2006
- Essential Duties and Responsibilities
- Investigated and verified coverage to ensure compliance with policy terms
- Documented all relevant claim facts in an electronic system to maintain accurate records and support decision-making
- Provided extraordinary customer service to all parties in the claims process, facilitating smooth communication and resolution
- Assign litigated claims to defense counsel
- Monitor and approve litigation expenses
- Prepare and submit reports and trial authority requests to claims management on selected files
Bilingual CSR
JP Morgan Chase
San Antonio, TX
01.2001 - 08.2004
- Determined customer needs and provided tailored solutions, strengthening relationships and loyalty.
- Took ownership of each customer, empathized with concerns, and prioritized needs to enhance satisfaction
- Resolved conflicts and managed expectations to ensure positive customer experiences
Education
Bachelor’s - Bilingual interdisciplinary studies
Texas A & M University
San Antonio, TXAssociate of Arts - Bilingual Education
North West Vista College
San Antonio, TX 08.2007 - 12.2009
Skills
- Customer Service
- Bilingual communication
- Bilingual calls
- Call documentation
- Case management documentation
- Order management
- Coordinate shipping
- Banking: Credit card, mortgages, IRs
- Detail oriented
- Dedicated
- Customer service
Timeline
(Customer Call Center Representative II)
LEIDOS QTC Health Services
02.2021 - Current
(Bilingual Customer Service Representative Third Party for Spectrum)
Startek
05.2019 - 02.2021
Customer Care Service Representative I
CVS/Caremark
11.2018 - 04.2019
Cashier Team Lead
Wendy’s Hamburgers
01.2011 - 04.2017
Associate of Arts - Bilingual Education
North West Vista College
08.2007 - 12.2009
Bilingual Directory Assistance CSR
INFONXX
10.2004 - 08.2006
Bilingual CSR and Texas Licensed P & C Adjuster
Fred Loya Insurance
09.2004 - 08.2006
Bilingual CSR
JP Morgan Chase
01.2001 - 08.2004
Bachelor’s - Bilingual interdisciplinary studies
Texas A & M University