Francesca T. Amado
Boston
Summary
Professional with robust experience in delivering exceptional customer experiences. Skilled in resolving complex issues, enhancing client satisfaction, and streamlining service processes. Strong focus on team collaboration, adaptability to changing environments, and achieving measurable results. Proficient in communication, problem-solving, and maintaining high standards of service.
Overview
6
6
years of professional experience
Work History
Transit Navigator
MTM Transportation
09.2024 - 04.2025
- Streamlined communication between bridge team members, fostering a collaborative working environment for successful navigation.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Unit Coordinator
Brigham and Women’s Hospital
04.2023 - 10.2023
- Performed a series of administrative and clerical tasks
- Attended to patient and work staff inquiring and concerns
- Sorted medical records
- Managed staff and schedules
- Allocating resources and ensuring the unit meets daily goals and objectives
- Competed patient admission, transfers, and discharge
- Overseen day-to-day operations of a specified units
Customer Service Rep
PLS Check Cashing Services
09.2021 - 05.2022
- Ensured all transactions are completed following state, federal, state and local regulations and rules
- Followed company policies and procedures
- Maintained a balanced drawer daily and thoroughly performed check outs throughout the day to ensure accuracy
- Resolved over 20+ customer issues and complaints daily
- Maintained a safe, organized, and clean environment providing housekeeping when necessary
Cashier
Walgreens
09.2019 - 06.2021
- Collaborated with team members to merchandise products, manage store inventory and order stock
- Maintained store displays and signage to match company standards and accurately reflect weekly sales
- Greet and assist guests in finding appropriate departments, aisle services, and products
- Operated point of sale system and handled 20+ customer payments and credit transactions
- Assisted in opening and closing stores
Intern
City Councilor’s Office
12.2020 - 04.2021
- Engaged in team meetings weekly
- Assisted local constituents with their concerns regarding the city
- Rendered telephone advice according to established guidelines and protocols
- Recorded data on job portal: HubSpot
- Organized client information on spreadsheets
- Participated in daily assignments remotely
Business Certificate Intern
Boston City Hall
07.2020 - 08.2020
- Managed emails and conversations in a virtual setting
- Organized letters and certificates; input information google spreadsheets
- Handled sensitive information in a confidential manner
- Proactively worked with team members remotely
HR Intern
Tufts Medical Center
07.2019 - 08.2019
- Maintained confidentiality with all patient records and information
- Consistently displayed a professional appearance and conduct
- Filed, scanned, photocopied, and printed important confidential paperwork
- Helped prepare Word, PowerPoint, and Excel documents
- Worked proactively and openly share new ideas and information with other team members
- Attended skill-building workshops to improve skills
- Developed a working knowledge of HR information databases and searchable resources
Office Intern
Boston City Hall
01.2019 - 04.2019
- Filed legal documents into folders
- Stamped a variety of paperwork
- Scanned documents
- Created spreadsheets to document legal information
- Performed additional responsibilities when assigned
Education
Highschool Diploma -
Mary Lyon High
06.2021
Training Program - Be Mass Competitive
Bunker Hill Community College
06.2024
Training - Careers in Banking and Finance
Asian American Civic Association
12.2023
Certificate - Financial Management for Startups & Entrepreneurs
Roxbury Community College
03.2023
Skills
- Computer: Proficient knowledge in Microsoft Word, Excel, PowerPoint and Google Drive, Epic Certified, Microsoft Outlook
- Personal: Responsibility, dedication, empathy, includer, input, competition, positivity, leadership, ambition, versatility, hospitality, time management, problem-solving, interpersonal/communication, adaptability, geographical information systems, payment processing, de-escalation techniques, quality assurance, [product or service] support, data entry, staff education and training, critical thinking,clerical support, call management-multi-line phone talent, business development, administrative support
Languages
Spanish
Professional Working
Portuguese
Native or Bilingual
Timeline
Transit Navigator
MTM Transportation
09.2024 - 04.2025
Unit Coordinator
Brigham and Women’s Hospital
04.2023 - 10.2023
Customer Service Rep
PLS Check Cashing Services
09.2021 - 05.2022
Intern
City Councilor’s Office
12.2020 - 04.2021
Business Certificate Intern
Boston City Hall
07.2020 - 08.2020
Cashier
Walgreens
09.2019 - 06.2021
HR Intern
Tufts Medical Center
07.2019 - 08.2019
Office Intern
Boston City Hall
01.2019 - 04.2019
Training Program - Be Mass Competitive
Bunker Hill Community College
Training - Careers in Banking and Finance
Asian American Civic Association
Certificate - Financial Management for Startups & Entrepreneurs
Roxbury Community College
Highschool Diploma -
Mary Lyon High
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