Kim Padilla

Detail-oriented Appointment Setter/Business Development Center (BDC) Representative with experience in high-volume outbound and inbound lead engagement, CRM management, and appointment conversion. Skilled in qualifying leads, handling objections, and guiding prospects toward confirmed appointments.

Experienced in managing 180 to 220 calls daily in a fast-paced sales environment, with a strong ability to build rapport, maintain follow-ups, and improve show-up rates through effective communication strategies. Also brings a background in healthcare customer support and administrative operations, ensuring accuracy, organization, and professionalism in every task.

Virtual Administrative Assistant at Moonlight Consulting Mn (2025-04 – 2025-12)

Premier Starter role supporting daily office-style workflows and internal processes

• Built and organized administrative and operational systems to support daily office-style workflows and internal processes
• Created and maintained Standard Operating Procedures (SOPs), internal manuals, client documentation, and email templates to ensure consistency and compliance
• Coordinated administrative processes including client communication, follow-ups, scheduling, and pipeline tracking
• Standardized client follow-up procedures using CRM tools and email templates, reducing missed communications and improving engagement
• Maintained accurate client and operational records by monitoring CRM data, identifying overdue actions, and ensuring timely updates

Business Development Center Representative (Appointment Setter) at Business Development Center (2023-03 – 2025-04)

High-volume lead outreach and appointment management role

• Managed high-volume outbound and inbound lead outreach, completing 180–210 calls daily and improving lead response times
• Reduced appointment no-shows through proactive multi-channel confirmations and flexible rescheduling options
• Qualified leads by assessing customer vehicle needs, budget, preferences, and readiness, improving appointment conversion rates
• Coordinated calendars and schedules to ensure smooth handoff to in-person sales teams

Customer Service Representative II - OptumRx Core (WAH) at TTEC Holdings Inc. (2021-11 – 2023-03)

Pharmacy customer service support handling inbound inquiries

• Resolved inbound prescription and medication inquiries, ensuring accurate patient verification and documentation
• Explained pharmacy policies and medication processes clearly to patients, improving issue resolution and satisfaction
• Documented all case interactions thoroughly to ensure compliance and continuity of care
• Escalated complex cases appropriately to ensure timely resolution and minimize repeat contacts

Team of Expert – T-Mobile at Alorica Teleservices Inc. (2021-02 – 2021-07)

Telecom customer support specialist

• Assisted customers with billing, plan changes, device troubleshooting, and service outages, maintaining high customer satisfaction
• Used internal CRM systems to document cases, research issues, and track resolutions efficiently
• Delivered clear policy explanations to reduce repeat inquiries and customer confusion
• Demonstrated empathy, active listening, and solution-focused communication to de-escalate challenging situations

Administrative Assistant at Philippine Offshore Gaming Operators (2018-01 – 2021-01)

Comprehensive administrative support including operations management for 200+ staff dormitory

• Provided comprehensive administrative support including data entry, scheduling, email management, and report preparation
• Managed employee dormitory operations for 200+ staff, coordinating inspections, repairs, and utility management
• Maintained accurate financial records for payroll, allowances, and utility expenses using Excel and Google Sheets
• Improved document organization and reporting processes, reducing errors and enhancing data accessibility
• Coordinated logistics and communication between management, employees, and external service providers
• Implemented workflow improvements and automation to reduce manual administrative tasks and increase overall efficiency
• Prepared regular administrative and operational reports summarizing workflow status and process improvements
• Supported leadership with scheduling, documentation, task tracking, and internal coordination
• Helped establish a structured administrative foundation, improving organization, accountability, and cross-team coordination

Bachelor of Arts in Foreign Service – New Era University (2015 – 2017)

Secondary – General Emilio Aguinaldo National High School (2011 – 2012)

Secondary – San Jose Del Monte National High School (2012 – 2015)