Rosa - Project Manager with 10+ years in translation and customer service domains

Santa Tecla, La Libertad Department, El Salvadoren

Led multilingual translation projects from initiation to delivery, ensuring quality and timely execution, while managing cross-cultural teams.

Improved resolution rates from 68% to 80% at WebHelp by spearheading training programs and enhancing QA processes.

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Summary

Dynamic professional with over a decade of experience managing translation projects, customer service teams, and operational workflows. Skilled in remote team leadership, quality assurance, and process improvement across diverse industries including translation, tech, and insurance.

Key Achievements

Managed a remote team of 18+ agents at SYKES, consistently exceeding KPIs and receiving top performance recognition.

Skills

Project ManagementAdvanced

Led end-to-end translation project cycles and team operations, ensuring processes meet client standards and deadlines.

Customer Service OperationsAdvanced

Supervised customer support teams across multiple roles, maintaining high satisfaction scores and operational metrics.

Team LeadershipAdvanced

Managed remote and on-site teams, provided coaching, and implemented strategies to meet performance targets.

Operations OptimizationIntermediate

Streamlined workflows in translation and customer service environments, resulting in efficiency gains and KPI improvements.

Experience

Project Manager

Global Interpreting Network Inc

04/2023 - 06/2025

Managed the full life cycle of multilingual translation projects, overseeing daily operations, team coordination, and resource allocation to ensure timely, accurate delivery that met client expectations., Prepared and followed up on quotes for private and government clients, supporting the full...

Remote Team Leader//Project Coordinator – Resolution Rate Improvement

WebHelp (for CashApp)

02/2020 - 03/2023

Began as Remote Team Supervisor, leading 18+ FTE, overseeing daily customer service operations, monitoring productivity, ensuring KPIs were met, and managing escalations., Transitioned into an Operations Interviewer role, where I conducted 800+ final-stage interviews for HR-screened candidates,...

Team Manager – Dental Insurance Operations

SYKES (for MetLife)

08/2011 - 08/2019

Started as a Customer Service Representative: Provided support for Capital One banking and MetLife dental insurance clients, managing over 50 calls daily related to account access, payments, fraud prevention, coverage, and claims, while maintaining confidentiality, accuracy, and high customer...