This is my profileContact via CazVidKarol
Customer Service Professional with over 15 years in Multilingual Support and Process Improvement
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Competencies
Extensive experience delivering high-quality support across healthcare, finance, and technical sectors.
Proficient in medical, legal, and general translation, bridging language barriers effectively.
Implemented process enhancements that increased efficiency and customer satisfaction.
Resolved complex technical issues and optimized software usage as a Support Specialist.
Fluent in English and Spanish, with extensive experience in diverse communication environments.
Education
Languages
Summary
Karol offers over 15 years of expertise in customer service, interpretation, and process improvement across healthcare, legal, and technical industries. Proven ability to enhance communication, resolve complex issues, and deliver exceptional support.
Key Achievements
- Delivered exceptional customer care at AETNA, ensuring seamless communication and issue resolution.
- Led customer satisfaction initiatives at 3M, managing orders and proactive communication across multiple channels.
- Bridged language and cultural gaps as a Medical and Legal Interpreter, facilitating clear understanding in complex scenarios.
- Developed technical solutions and served as subject matter expert at KAREO, improving problem resolution efficiency.
Experience
Sr Customer Care Advocate for AETNA
Provided exceptional customer service by addressing inquiries and resolving issues promptly., Collaborated with cross-functional teams to ensure comprehensive support., Ensured seamless communication and support during day shifts., Drove positive outcomes for both the company and society through contributions., Leveraged expertise in provider domain to enhance overall customer satisfaction.
Customer Service Representative
Leads customer satisfaction through proactive interactions via phone, email, and chat., Drives successful customer order management by processing orders accurately and ensuring timely delivery., Coordinates with logistics and supply chain teams to track shipments and update customers., Implements change and process improvements through cross-functional collaboration., Builds strong customer relationships by understanding order patterns and actively listening to needs.
Medical Interpreter
Translates wide range of medical information including conditions, treatment options, billing, and insurance., Simplifies medical jargon to ensure complete patient understanding., Bridges cultural gaps between patients and healthcare providers., Accompanies patients to office visits and translates drug and treatment information.
Spanish Legal Interpreter
Interpreted various legal proceedings including arraignments, hearings, and trials., Assisted with scheduling and coordination of language services., Processed contract court interpreters' invoices and timesheets., Rendered sight translations of documents and other written materials., Interpreted for diverse individuals with various accents, speaking tempos and personalities.
Technical Support Specialist
Developed technical solutions to resolve variable and complex problems., Answered phone calls, chats and emails in a timely, friendly manner., Served as subject matter expert on business software., Provided insight into client challenges., Contributed to department plans and strategies development.
Travel Counselor
Completed travel arrangements with various vendors at lowest possible fares., Utilized preferred vendors to maximize profit for branch and company., Built Passenger Name Records (PNRs) following company procedures., Researched and provided solutions to travel-related problems., Maintained high competency in Computer Reservations System (CRS).
Digital Payments Associate Collections
Tracked collection payments and followed up on payment arrangements., Supported internal and external payment inquiries., Reviewed accounts for placements to 3rd party collection agencies., Submitted and tracked requests for proof of payments., Ensured all requests were processed accurately within Service Level Agreements.
TRMS Investigation Specialist
Communicated with banks and financial institutions to gather critical transaction information., Established and monitored shopping patterns to create fraud mitigation filters and rules., Created presentations and training materials for new hires., Shared best practices as top performer during the entire process., Received multiple awards for performance achievements.
All Call Interpreter
Facilitated three-way conversations between interpreter, client, and Limited English speaker., Interpreted for various scenarios including medical visits, emergencies, and financial transactions., Applied national and international interpreter protocol standards., Maintained conversation pace while accurately rendering information in two languages.
Multiple Roles: Assistant Team Manager, SME, Customer Service Specialist
Managed activities for 15-18 team members including coaching and monitoring., Created training manuals for resolving difficult customer issues., Served as translator and interpreter for claimants and adjusters with medical claims., Acted as foreclosure specialist with Six Sigma JDIC certification., Monitored accounts and purchases to prevent fraud and identity theft.
Customer Service Specialist III - General Electric Account
Clarified customer concerns about products and appliances., Determined problem causes and selected best solutions., Expedited corrections and followed up to ensure resolution., Recommended potential products or services based on customer needs.
Translator and Interpreter
Attended meetings with potential buyers as interpreter., Translated documents and contracts., Helped buyers obtain proper documentation for land acquisition in Costa Rica., Performed interpretation tasks for engineers and sales agents.