Frances Castillo
UChicago Medicine AdventHealth La Grange
Schiller Park,IL
17
years of professional experience
Experienced communicator with over 10 years in high-volume call environments, specializing in front desk operations and customer service. Manages multiple tasks efficiently while ensuring service quality. Collaborates effectively within teams to meet evolving demands and deliver consistent results.
Work History
Switchboard Operator/Customer Service
2 Years 8 Months- Managed multi-line phone system, efficiently answered and transferred calls to ensure seamless communication across hospital departments
- Received and processed hospital work orders to guarantee timely service delivery and support operational needs
- Announced critical code calls (e.g., code stroke, rapid response) over PA system to support emergency response
- Maintained clear, professional communication with patients and staff to foster positive service experience
- Operated overhead paging systems for routine announcements, urgent notifications, and emergency response support.
- Coordinated incoming and outgoing calls with clinical units, supporting timely communication across facility operations.
- Maintained accurate directory information for departments, providers, and on-call contacts to ensure reliable call routing.
- Responded quickly to emergency codes, following communication protocols and notifying appropriate personnel.
- Resolved caller inquiries professionally, balancing service quality with confidentiality requirements and patient sensitivity.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
Front Desk Receptionist/Switchboard Operator
1 Year 5 Months- Operated switchboard phone system, efficiently directing calls to appropriate personnel
- Provided information and assistance to patients and visitors about hospital services, enhancing their experience
- Managed mail distribution to departments, streamlining internal communication
- Tracked daily events to ensure smooth hospital operations to maintain organized hospital operations
- Registered patients, verified demographics, and updated records in electronic medical systems.
- Greeted patients and families, delivering courteous front desk support in pediatric clinic environment.
- Scheduled appointments, coordinated check-in flow, and reduced patient wait frustration.
- Maintained reception area, visitor access, and confidentiality standards for sensitive patient information.
- Resolved routine front desk concerns promptly, escalating complex issues to clinical staff.
Order Specialist
3 Years 4 Months- Processed and checked-in patient home health orders, ensuring accuracy and detail to enhance patient care
- Coordinated with physicians' offices to confirm order signings and follow up on overdue requests, improving order fulfillment timelines
- Answered phones and transferred calls to appropriate parties, facilitating efficient communication within the healthcare team
- Provided receptionist support by answering phones and transferring calls to appropriate parties
- Processed home healthcare orders, verifying patient demographics, prescriptions, and insurance eligibility.
- Coordinated with clinicians and referral sources to resolve order discrepancies and maintain timely fulfillment.
- Managed electronic order documentation, ensuring accurate updates across patient records and scheduling systems.
- Tracked order status, communicated delays, and expedited urgent requests to maintain service continuity.
Cashier and SalesAssociate
9 Years 7 Months- Provided personalized customer support for purchases, returns, and inquiries, enhancing overall satisfaction
- Assisted customers in locating and ordering merchandise to enhance shopping experience
- Guided customers in locating and ordering merchandise, improving their shopping experience
- Organized and maintained sales floor to meet store presentation standards, ensuring a welcoming environment
- Processed cash, credit, and gift card transactions accurately using POS systems.
- Provided prompt customer service while answering questions and resolving checkout concerns.
- Supported returns, exchanges, and merchandise adjustments following store policies.
- Maintained organized checkout area and replenished supplies to support smooth operations.
- Identified pricing discrepancies and coordinated corrections with sales floor associates.
- Assisted with bagging, cart recovery, and line management during peak traffic.
- Followed loss prevention procedures while protecting merchandise and minimizing shrink.
- Greeted customers entering store and responded promptly to customer needs.
Security Officer
3 Years- Provided a safe and secure environment for students and staff through vigilant monitoring and patrol
- Addressed inquiries from parents and staff at front desk to improve communication and support school community
- Coordinated student scheduling for class changes and locker assignments, streamlining school operations
- Upheld school policies and safety standards through effective professionalism and conflict management
- Monitored school entrances and exits to maintain controlled access and visitor accountability.
- Patrolled hallways, grounds, and common areas to deter unauthorized activity.
- Responded promptly to student, staff, and visitor safety concerns with calm professionalism.
- Documented incidents, observations, and daily activity reports accurately and thoroughly.
- Assisted administrators and staff during emergencies, drills, and lockdown procedures.
- Enforced campus security procedures and supported compliance with school safety protocols.
Early Childhood Teacher
4 Years 6 Months- Designed and executed daily lesson plans to enhance early childhood education outcomes
- Engaged parents through regular meetings and emails to discuss student progress and address concerns
- Performed assessments and organized records to monitor student development and learning outcomes
- Communicated effectively with parents regarding student progress and concerns via meetings and email
- Planned developmentally appropriate activities supporting social, emotional, cognitive, and physical growth.
- Implemented daily curriculum aligned with early learning standards and classroom objectives.
- Observed children's progress and documented developmental milestones for individualized instruction.
- Maintained safe, sanitary classroom conditions and followed licensing and health procedures.
- Guided positive behavior using age-appropriate redirection and consistent routines.
- Collaborated with families to share observations, concerns, and child development updates.
Education
high school diploma - High school or equivalent
Associate's degree - General Studies
Bachelor degree - Industrial Organization and Psychology
Skills
Multi-line phone systems
Operating switchboards
Phone call management
Call reception
Call transferring
Issue resolution
Customer communication
Inquiry handling
Answering questions
Call follow-up
Organization skills
Inquiry resolution
Data entry
Microsoft Excel
Phone system operations
Verbal communication
Empathy
Dependability
Telephone etiquette
Problem management
Information processing
Emergency communication
Crisis management
Patient records handling
Post-call follow-up
Incoming call handling
Call routing
Teamwork and collaboration
Timeline
Switchboard Operator/Customer Service
UChicago Medicine AdventHealth La Grange
02.2024 - CurrentRead More
Front Desk Receptionist/Switchboard Operator
Shriner's children Chicago
09.2022 - 02.2024Read More
Order Specialist
HRS Home Healthcare
04.2019 - 08.2022Read More
Security Officer
MORTON FRESHMAN CENTER
08.2016 - 08.2019Read More
Early Childhood Teacher
Happy bear child development center
02.2012 - 08.2016Read More
Cashier and SalesAssociate
MARSHALLS
02.2010 - 09.2019Read More
MORTON WEST HIGH SCHOOL
high school diploma from High school or equivalent
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MORTON COLLEGE
Associate's degree from General Studies
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University of Phoenix
Bachelor degree from Industrial Organization and Psychology
Read More