FRANCES ADORNO
Las Vegas
Summary
Highly driven and versatile employee eager to add value to any team with my dynamic skills. I exhibit a solid history of customer service and management with 8+ years in a wide range of companies. Seeking a position in a positive and stable environment that will promote success and personal growth. Highly skilled Retail Customer Service Representative with solid background in managing customer inquiries, resolving complex issues, and enhancing customer satisfaction. Strengths include strong communication skills, problem-solving abilities, and adaptability to changing retail environments. Proven track record of going above and beyond to ensure outstanding service experiences for customers, resulting in repeat business and positive brand reputation.
Self-motivated Medical Records Specialist with expertise in scanning and indexing medical records to correct chart. Bilingual individual with pleasant attitude and desire to help in any capacity.
Organized professional known for always adhering to hospital requirements, policies and procedures. Smart Medical Records Specialist promoting effective collaboration, communication and records auditing talents.
Overview
9
9
years of professional experience
Work History
Retail Customer Service
TTEC
Las Vegas
01.2025 - Current
- Company Overview: Third Party for Bank of America
- Handled high-volume inbound calls for Bank of America customers, assisting with account inquiries, online banking, payments, fraud concerns, and dispute resolutions.
- Navigated multiple banking software systems to research accounts, process transactions, and update records with accuracy.
- Delivered empathetic, professional, and solutions-driven support, ensuring compliance with federal regulations, bank policies, and confidentiality standards.
- Educated customers on digital banking tools, promoting efficiency and self-service adoption.
- Consistently achieved quality assurance scores and performance metrics, including call resolution time and customer satisfaction ratings.
- Collaborated with team leads and trainers to improve call handling techniques and participated in ongoing financial service compliance training.
- Third Party for Bank of America
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Often use complicated and complex requiring extensive coding expertise.
Airline Guest Services
Swissport
Las Vegas
07.2024 - 01.2025
- Worked with and have lots of experience with coding systems and HCPCS systems as well as ICD systems, have also seen and know how to navigate my way around VERA system
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Reviewed and verified medical records for accuracy and completeness.
- Assigned appropriate codes for diagnoses and procedures per regulations.
Inside Sales Representative
Lansing Building Products
Orlando
07.2023 - 03.2024
- Worked with as well as experience with abstracting data with many purposes, for example, to profile the facility services and population, to determine budgetary requirements, to report to accrediting and peer review organizations, to bill insurance companies and other agencies, and to support research programs.
- Very good with understanding and determinating when to Diagnosis Related Group (DRG) for proper treatment and diagnosis
- Maintained detailed records of all sales activities, including calls, meetings, and follow-ups.
- Participated in regular sales training sessions to stay updated on industry trends and best practices.
- Responded promptly to customer inquiries, ensuring high level of satisfaction.
- Achieved monthly quotas for both revenue generation and lead conversion rates.
Passenger Service Agent
Airport Terminal Service
Orlando
07.2021 - 06.2023
- Ability to understand when proper codes are used in a VERA system, Conducts re-reviews of codes abstracted for travelers encounters (incoming and outgoing ) identified by the system committee to determine if based on the documentation the specific system coding requirements were followed; corrects coding as needed to ensure proper travelers classification in the system program.
- Monitored flight status updates on computer systems in order to provide accurate information to passengers.
- Kept carrier in compliance with federal, state and municipal air travel requirements.
- Operated ticketing systems to calculate fares, process payments, and issue refunds for cancellations or changes.
- Trained new Passenger Service Agents on company policies, customer service techniques, and reservation software usage.
Team Leader
Chick-fil-A
Orlando
08.2016 - 12.2020
- Supervised teams and individuals, giving feedback on performance and setting goals for improvement.
- Coached new employees struggling with specific tasks.
- Monitored team operations and workflow during busy periods, making adjustments to improve pace.
- Trained new employees and provided ongoing support.
- Set clear expectations for team members regarding their responsibilities.
Education
Diploma -
Cypress Creek High School
Skills
- Complaint resolution
- Problem solving
- Effective communication
- Customer Service Management
- Ticketing
- Time-management
- Strategic
- Finance
- Risk-management
- Analytical
- Mentoring
- Sales strategies
- Customer issue resolution
- Positive attitude
- High-pressure situation management
- Microsoft Office Suite
- CRM systems
- Salesforce
- Bank of America internal banking software
- Ticketing & scheduling systems
- Data entry
- Digital communication platforms
- Troubleshooting software/hardware issues
- Adapting quickly to new technologies
- Medical coding
- Record management
- Data analysis
- Software navigation
- Customer service
- Compliance auditing
- Regulatory knowledge
- Time management
- Quality reviews
- Medical terminology
- Medical records destruction
- Medical office administration
- Medical office procedures
- Medical billing and coding
- Health information systems
- Account management
- Medical records conversion
Timeline
Retail Customer Service
TTEC
01.2025 - Current
Airline Guest Services
Swissport
07.2024 - 01.2025
Inside Sales Representative
Lansing Building Products
07.2023 - 03.2024
Passenger Service Agent
Airport Terminal Service
07.2021 - 06.2023
Team Leader
Chick-fil-A
08.2016 - 12.2020
Diploma -
Cypress Creek High School