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Guillermo
Customer Service & Translation Specialist with 15+ years of multilingual experience
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Competencies
Implemented customer service strategies across multiple companies, handling inquiries, disputes, and transactions.
Translated documents, newsletters, and interpreted during meetings in English, German, Russian, Spanish, and French.
Led QA initiatives, establishing procedures and managing compliance for multi-language products.
Analyzed transactions for patterns of fraud and identified suspicious activities on Amazon platforms.
Led and managed teams in customer service and QA, conducting meetings and maintaining records.
Education
Languages
Summary
Experienced professional with over 15 years in customer support, translation, and fraud investigation across diverse sectors. Languages include German, Russian, Spanish, English, and French.
Key Achievements
- Led a team of over 20 customer support and QA professionals at XAPO, establishing quality assurance procedures.
- Provided multilingual customer support and translation services across various roles, including support for the Activision account and translations for newsletters.
- Investigated and prevented fraud activities on Amazon accounts across multiple regions, enhancing security measures.
Experience
Translate a variety of documents from one language to another, maintaining content, context, and tone of the original text., Proofread and edit translated materials to ensure accuracy, completeness, and fluency., Interpret for business meetings and events, conveying messages accurately and objectively., Translate documents from English to German and Russian and vice versa.
Customer Service Agent
Provide email and chat support for the EMEA market, mainly for countries in the EEA territory and Russian users., Review, investigate, and answer tickets to assist customers with the MuchBetter app features and services., Conduct screening and verification of identity., Review transactions, identify patterns, assess risk, and take appropriate actions., Process withdrawals, transfers, and complete any pending transactions after proper review., Handle chargebacks and returns and investigate disputes.
Customer Service (CS) Department
Conduct administrative duties including file maintenance, research order status, and identify missing orders., Ensure customer problem resolution by offering corrective services for complaints., Adjust minor complaints related to invoicing, quality, and ship dates., Respond to customer inquiries in written or verbal form., Maintain product knowledge to effectively inform customers.
Provide customer services for the Activision Account for Germany and French accounts., Translate newsletters for Russian, German, and French players., Assist HR to find and attract qualified applicants by reviewing resumes and interviewing candidates.
Team Lead
Lead a team of over 20 coworkers in customer support and QA departments., Conduct weekly one-on-one meetings with team members., Establish quality assurance procedures and maintain quality records.
QA Analyst
Ensure compliance with product policies, procedures, and guidelines as a QA Analyst for multiple languages., Manage more than 80 coworkers.
Fraud Investigator
Analyze and prevent fraud for accounts in various regions including Germany, France, UK, USA, and Canada., Investigate suspicious activity on Amazon EU websites.
Schedule travel packages for German groups visiting Costa Rica., Prepare travel itineraries and distribute them to staff., Assist travelers with specialized travel documents and provide them with pertinent information.