WILLIAM J BADURINA JR.

Ambitious Communications Specialist and experienced Customer Service Professional possessing strong public relations, communication, customer service and project management abilities. Excels in managing print communications and enforcing proactive media plans. Also, highly skilled in handling call center procedures and dealing with customers.

• Fiserv, Dublin, OH and remote, 11/2016, present, Senior Incident Communications Specialist, Transitioned in July 2021 to a newly formed communications team in the Banking organization. Job involves communicating to client(s) about service impacting product interruptions and outages., Focus was on banking products and later expanded to include Account Processing and Card Services once division expanded to include all Banking groups., Joined bridge calls and engaged with technical and support parties to determine the scope of impact for the incident. Communications are distributed to clients via ServiceNow and followed a communication cadence determined by team management., Created verbiage template documents to help teammates communicate quickly and effectively to clients., Drafted and distributed approved Root Cause Analysis (RCA) documents to clients that detailed an incident once a review was completed by Problem Management., Assisted peers with proofreading RCAs and Incident Communications prior to distribution., Helped in the creation of our team’s SharePoint to help our business partners know what we are about and how we assist them.
• Fiserv, Dublin, OH, 04/2006, 11/2016, Communications Specialist, Promoted to a communications professional in November 2016. Worked as a communications conduit to call center associates, leaders, and support in the various locations. Communications were targeted to three lines of businesses: Biller, Card Services and ePay., Drafted and distributed communications to associates, operations leaders and support staff that informed of change in the organization., Communications were drafted to inform and prepare for change, build an understanding and its impact on their behavior and how to perform duties., Created communication plans and tactics with operation leaders and project management. Plans were both short and long term in-range of implementation with the intention to create awareness of what the change is about and its impact., Designed PowerPoint presentations that would serve as repeatable messaging. All presentations would run on Design Studio at all or targeted monitors in each site., Served as an intranet content administrator for FUEL, the company’s employee website.
• Medco, Columbus, OH, 10/1995, 03/2006, Call Center Associate, Managed inbound phone calls from Bank of America customers regarding their bill pay profiles., Transitioned from inbound phones to payment research. Assisted both customers and sponsors from various banks and credit unions with payments scheduled through their bill pay product., Worked on an inbound support line for second-tier sponsors to help them with bill pay, Peer-to-Peer transactions and Fiserv product questions.
• Medco, Columbus, OH, 10/1995, 03/2006, Call Center Associate, Worked extensively initiating prior authorization cases for medications and handling calls from physicians and members regarding prior authorizations., Utilized critical thinking skills to manage incoming calls from physicians and members regarding prior authorizations., Managed incoming phone calls with members and their inquiries.