Gladys Adum-Sanchez

• Provide patient-centered support while protecting privacy, dignity, safety, and confidential healthcare information.
• Communicate with patients, families, nurses, and care-team members; observe, document, and report relevant patient information accurately.
• Apply healthcare terminology, patient communication, documentation, and safety knowledge gained through direct-care work and BSN education.
• Follow established plans of care, written procedures, infection-control practices, and organizational requirements.

• Provided high-quality customer support in person and by telephone, responding to account questions, researching concerns, and guiding customers toward accurate resolutions.
• Worked in a fast-paced, performance-focused banking environment where accuracy, timely service, attendance, customer experience, and compliance were essential.
• Navigated multiple banking systems and digital tools to retrieve account information, document service activity, complete transactions, and resolve customer needs efficiently.
• Explained policies, account features, procedures, and complex financial information in clear, customer-friendly language.
• Protected confidential customer information by following identity-verification, privacy, security, fraud-prevention, and regulatory procedures.
• Handled challenging customer interactions professionally, using active listening, empathy, problem-solving, and appropriate escalation when needed.

• Delivered courteous customer service in a high-volume environment, processed transactions accurately, answered questions, and resolved routine concerns.
• Maintained speed, accuracy, teamwork, and professionalism while managing multiple customer requests during busy periods.

In Progress