Customer Success Bilingual
Resume:
Patricia Padilla Jedele
Bilingual Customer Success Manager
Profile
210-***-**** • ***********@*****.***
San Antonio, TX 78250 • LinkedIn Profile URL
Dynamic and adaptable professional with extensive experience in administrative operations, bilingual customer engagement, intake coordination, and data management across government, healthcare, and nonprofit sectors.
Skilled in high-volume call handling, remote customer support, and crisis response with a proven ability to remain composed in high-pressure environments. Well-versed in client intake, registration, and documentation management, with strong command of Microsoft Office Suite, data entry systems, and digital communication platforms. Possess exceptional written/verbal communication skills in English/Spanish, with advanced interpersonal abilities to resolve issues with empathy, discretion, and professionalism. Known for exceeding performance benchmarks, meeting strict deadlines, and maintaining confidentiality across sensitive assignments. Adept in stakeholder communication, compliance tracking, scheduling, AP/AR processing, and service plan coordination. Committed to continuous improvement, cross-functional teamwork, and delivering client-centered solutions aligned with organizational goals. Areas of Expertise
Customer Success & Retention
Bilingual Communication & Support
Client Relationship & Engagement
Remote Service & Virtual
Collaboration
Issue Resolution & Escalation
Handling
CRM Tools & Case Management
Client Onboarding & Education
Product Knowledge & User Guidance
Cross-Functional Coordination &
Feedback
Call Center Operations & Efficiency
Communication Skills & Active
Listening
Time Management & Prioritization
Data Accuracy & Record Maintenance
Service Quality & Performance Metrics
Empathy & Customer Advocacy
Professional Experience
From 2024 to the present, engaged in professional development while training with FH CANN LLC on a federal financial aid contract, gaining experience in regulated customer service, data confidentiality, and compliance. Currently seeking to apply these strengthened skills in a new role with focus and drive. TELUS International, Location 2022 – 2023
FEMA Disaster Assistant
Conducted phone-based and remote communication to assist customers and deliver timely updates. Monitored payment activities and ensured accuracy and timeliness of disbursements. Tracked customer satisfaction metrics and provided feedback for continuous service improvement. Escalated high-priority cases to senior personnel in line with internal escalation protocols.
Key Contributions:
● Ensured timely/accurate disaster response by delivering empathetic/professional support to individuals during critical emergencies.
● Improved applicant understanding and service utilization by explaining relief services, eligibility criteria, and application procedures.
● Enhanced issue resolution/customer satisfaction by collaborating with cross-functional teams to streamline support methods.
● Maintained compliance with federal and organizational standards by accurately processing required forms and applications
BCFS Human Resources / Compass Connections, San Antonio, TX 2020 – 2022 Direct Care Staff
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Upheld compliance with agency policies, state and federal guidelines, and program-specific behavioral expectations. Monitored and documented children’s progress, health changes, and service outcomes in coordination with supervisors. Delivered continuous, uninterrupted supervision to children in care, ensuring safety, emotional support, and adherence to facility standards.
Key Contributions:
● Fostered emotional growth and behavioral improvement by implementing structured guidance, positive reinforcement, and tailored encouragement strategies.
● Drove successful transitions into new environments by delivering compassionate care, personalized attention, and consistent companionship.
Freeman Coliseum – Immigration, Location Starting Date? – Ending Date? Case Manager Assistant
Conducted interviews with minors to identify potential family members and assess reunification options. Guided sponsors through application procedures and ensured completion of all required documentation and supporting evidence. Liaised with case managers to develop individualized service strategies aligned with federal and ORR guidelines.
Key Contributions:
● Accelerated family reunification outcomes by coordinating assessments, verifying documentation, and arranging placements with approved sponsors.
● Strengthened placement decisions and continuity of care by maintaining regular communication with sponsors and developing detailed sponsor care plans.
● Improved service accessibility and cultural responsiveness by leveraging bilingual fluency in English and Spanish across diverse populations.
● Ensured data integrity and timely case processing by accurately managing records using Microsoft Office Suite and internal systems.
● Sustained case continuity/responsiveness by adapting to non-standard work hours, including evenings, weekends, and holidays.
Allen Tharpe Contractor – Lackland Air Force Base Starting Date? – Ending Date? Cashier / Food Service Assistant
Oversaw field kitchen setup and equipment operation, including daily preventive maintenance and sanitation procedures. Supported food service activities including line setup, cooking, serving, and dishwashing in a fast-paced, high-demand environment. Managed food preparation for breakfast, lunch, and dinner during staff shortages, substituting for line cooks as needed.
Key Contributions:
● Maintained operational accuracy and reduced processing delays by efficiently managing high-volume pilot meal transactions during check-ins.
● Upheld food safety and service quality by adhering to hygiene standards and distribution protocols during peak service hours.
Brooke Army Medical Center / Precision Task Group, San Antonio, TX 2015 – 2017 Information Service Desk / Communications Technician Compiled statistical data and incident logs for internal and external reporting in accordance with policy timelines. Trained new hires in outpatient clinical coding techniques and record management best practices. Performed multitasking duties involving call handling, data documentation, and patient services with bilingual fluency in Spanish. Key Contributions:
● Enhanced guest experience and minimized confusion by guiding out-of-state callers, Fisher House guests, and military personnel through hospital procedures and facility navigation.
● Maintained operational continuity and service excellence in critical settings by applying technical knowledge of communication systems under high-pressure conditions. Page 3 3
● Enabled rapid emergency intervention by broadcasting urgent alerts such as Code Blue and STEMI via hospital intercom systems.
● Streamlined visitor interactions and reduced wait times by delivering frontline support and routing inquiries to appropriate departments.
Additional Experience
Auditor / Marketing Specialist – Acosta Sales and Marketing, San Antonio, TX Legal Assistant II – Alternate Defense Office
Accounts Receivables – Roberto Yarra Law Office
Administrative Assistant – SER-Jobs for Progress, Inc. Administrative/Registrar Tech – State Center Community College Education & Certifications
Degree Type in Major? University Name?
Certification in Bilingual Translation, Human Resources, & Office Administration
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