ESCARLATTI CABRAL PADILLA
Summary
Detail-oriented bilingual (English/Spanish) professional with experience in call center operations, quality compliance, healthcare administration, documentation review, and customer service. Recognized for maintaining 99%+ quality performance metrics, earning frequent Quality Excellence recognition, mentoring team members, and supporting operational excellence. Skilled in quality reviews, policy compliance, documentation accuracy, escalation management, coaching, and process improvement.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist | Mentor
Maximus
05.2023 - Current
- Consistently maintain exceptional performance with a 99.25% Quality Score, 99.38% Content Score, and 99.32% Customer Service Score.
- Recognized with multiple Quality Excellence awards for exceptional quality performance and adherence to standards.
- Handle high-volume customer interactions while maintaining quality and productivity standards.
- Review customer information and documentation to ensure accuracy, completeness, and compliance with program requirements.
- Identified discrepancies, resolved issues, and escalated concerns to ensure compliance with established procedures.
- Maintain HIPAA compliance and safeguard confidential information.
- Adapt quickly to policy, procedure, and system changes while maintaining high performance.
- Successfully completed Mentor Training and provide guidance and support to team members.
- Assist with coworker shadowing, onboarding support, and knowledge-sharing activities.
Receptionist
Throggs Neck Physical Therapy
11.2022 - 05.2023
- Verified insurance eligibility and authorizations.
- Reviewed records for accuracy and maintained confidential patient information.
- Scheduled appointments and provided bilingual customer support.
Sales Representative
Metro by T-Mobile
03.2018 - 02.2022
- Delivered exceptional customer service and consistently achieved performance goals.
- Resolved customer concerns and maintained account accuracy.
Accounting Clerk
SRC, Dominican Republic
04.2014 - 08.2016
- Maintained accounting records and reconciled accounts to ensure accurate financial reporting.
Education
Bachelor's Degree - Accounting
Universidad Tecnológica de Santiago (UTESA)
Dominican RepublicSkills
- Quality Control Reviews
- Quality Assurance Metrics
- Compliance Monitoring
- Documentation Accuracy
- Policy and procedure Adherence
- Escalation Management
- Calibration Support
- Mentor Training
- Peer Coaching
- HIPAA Compliance
- Microsoft Office
- Data Entry & Reporting
- Bilingual English/Spanish
Timeline
Customer Service Specialist | Mentor
Maximus
05.2023 - Current
Receptionist
Throggs Neck Physical Therapy
11.2022 - 05.2023
Sales Representative
Metro by T-Mobile
03.2018 - 02.2022
Accounting Clerk
SRC, Dominican Republic
04.2014 - 08.2016
Bachelor's Degree - Accounting
Universidad Tecnológica de Santiago (UTESA)