Katherine Padilla
Temple,PA
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Enthusiastic about helping patients get necessary medical support by scheduling evaluations and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach.
Overview
12
12
years of professional experience
Work History
Bilingual Customer Service Representative
Maximus
10.2022 - Current
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Assist consumer in scheduling there evaluation for long term care services.
- Plan educate consumer to join Manage Long term Care plan available in there counties.
Operational Supervisor
Alma Bank
09.2017 - 01.2020
- Improved operational efficiency by streamlining processes and implementing new strategies.
- Managed a team of employees for increased productivity and a strong work culture.
- Developed and enforced safety protocols, ensuring a secure work environment for all staff members.
- Oversaw daily operations, effectively delegating tasks to appropriate team members.
- Maintained high-quality standards, consistently meeting or exceeding company goals and objectives.
- Resolved issues promptly by addressing concerns and providing effective solutions in a timely manner.
- Adhered to industry best practices, incorporating relevant guidelines into daily operational procedures.
- Mentored junior staff members, providing guidance and support to facilitate career development opportunities.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Teller Operations Specialist
JP Morgan Chase Bank
02.2014 - 09.2017
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Streamlined teller operations by implementing effective cash management procedures.
- Reduced transaction errors by maintaining accurate records and performing regular audits.
- Contributed to branch success with exceptional cross-selling of bank products and services.
- Managed high-volume transactions with precision, ensuring accuracy and timely completion.
- Maintained compliance with bank regulations, regularly updating knowledge on industry standards.
- Assisted customers in resolving issues, providing prompt and professional service at all times.
- Safeguarded bank assets through strict adherence to security protocols during daily operations.
- Handled complex transactions, troubleshooting problems as they arose to ensure efficient resolution.
- Balanced cash drawer accurately each day, minimizing discrepancies within branch accounting records.
- Assisted managers in monitoring key performance indicators, identifying areas for improvement within daily operations.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Teller
Astoria Bank
09.2011 - 01.2013
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
Education
High School Diploma -
Richmond Hill High School
Richmond Hill, NY06.2008
Skills
- Spanish Translation
- Customer Support
- Eligibility Determination
- Records Review
- Problem-Solving
- Call Center Experience
- Multitasking Abilities
- Attention to Detail
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
Maximus
10.2022 - Current
Operational Supervisor
Alma Bank
09.2017 - 01.2020
Teller Operations Specialist
JP Morgan Chase Bank
02.2014 - 09.2017
Teller
Astoria Bank
09.2011 - 01.2013
High School Diploma -
Richmond Hill High School
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