Celida Padilla
GREENFIELD,Wisconsin
Summary
Versatile and results-driven professional with extensive experience at Old Republic Risk Management, specializing in claims processing and customer service. Excelled in improving customer satisfaction through empathetic support and efficient problem-solving. Skilled in Microsoft Office and claim investigation, demonstrating strong analytical abilities and meticulous attention to detail. Proven track record of enhancing operational efficiency and client trust.
Overview
6
6
years of professional experience
Work History
Claims Assistant
Old Republic Risk Management
06.2024 - Current
- Provided exceptional customer service through clear communication, empathy, and proactive problem-solving during difficult situations.
- Improved customer satisfaction levels by providing timely, accurate, and empathetic support during the claims process.
- Prepared files, letters and notices.
- Ensured compliance with company policies and industry regulations through meticulous documentation of claim files.
- Verified client information by analyzing existing evidence on file.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Coordinated with contracting department to resolve payer issues.
- Checked documentation for accuracy and validity on updated systems.
Administrative Coordinator
Old Republic Risk Management
03.2024 - 06.2024
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems as they arose.
- Maintained a well-organized filing system to ensure easy access to important records and documents.
- Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
- Collaborated closely with department heads for strategic planning purposes while ensuring their alignment with overall organizational goals.
- Provided exceptional administrative support to executive staff members through meticulous organization skills and attention to detail.
Financial Counselor
16th Street Clinic
04.2023 - 04.2024
- Worked with clients to develop personal recommendations for improvement of financial circumstances, reducing debt and increasing income.
- Cultivated a positive, non-judgmental environment for clients to openly discuss their financial challenges and concerns.
- Increased client confidence in managing personal finances by providing tools and resources for long-term success.
- Streamlined counseling processes by implementing efficient record-keeping systems and communication tools.
- Conducted interviews with patients and family members and answered questions regarding insurance benefits.
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
- Strengthened client understanding of complex financial concepts using clear explanations and real-life examples.
- Worked directly with clients to provide financial counseling and education using individualized counseling model and personal finance course.
- Liaised between patient, doctor and insurance provider to smooth claims processes.
- Assessed client financial situation and explored background through one-on-one interview process.
- Improved client financial stability by assessing their financial situations and developing tailored plans.
- Managed caseload effectively, ensuring timely follow-up appointments and communication with clients.
- Collaborated with other professionals to provide comprehensive financial counseling services, addressing all aspects of a client''s financial life.
Customer Service Representative
Better Business Bureau
01.2019 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and [Type]-speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
Education
High School Diploma -
Pius XI Highschool
Milwaukee, WI05-2007
Skills
- Claims Processing
- Microsoft Office
- Claim investigation
- Data Entry
Languages
Spanish
Native or Bilingual
Timeline
Claims Assistant
Old Republic Risk Management
06.2024 - Current
Administrative Coordinator
Old Republic Risk Management
03.2024 - 06.2024
Financial Counselor
16th Street Clinic
04.2023 - 04.2024
Customer Service Representative
Better Business Bureau
01.2019 - 05.2023
High School Diploma -
Pius XI Highschool
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