Profesional bilingüe con experiencia en interpretación médica, supervisión de equipos y mejora de procesos en servicios de salud y atención al cliente.
Aplicó terminología médica y procedimientos para facilitar la comunicación entre pacientes y profesionales de la salud.
Supervisó y entrenó equipos en entornos de atención al cliente y salud, mejorando el rendimiento y la eficiencia.
Realizó traducciones verbales y escritas precisas en contextos médicos, legales y comerciales en inglés y español.
Desarrolló y mantuvo procedimientos de aseguramiento de calidad para mejorar servicios y procesos internos.
Freelancer
Interpret and translate complex medical information to patients who speak a foreign language., Ensure the complete understanding of medical information between doctors, nurses, medical staff, and patients., Translate a wider range of medical information that includes medical conditions, treatment options, follow-up appointment details, billing, and insurance., Provided clear and accurate written translations of essential medical documents such as consent forms, discharge instructions, and medication information., Served as a liaison between hospital administration and non-English speaking patients, resolving any potential communication barriers that could impact care delivery.
Freelancer
Provide verbal translation services to facilitate communication between Spanish-speaking individuals and English-speaking individuals. This includes, but is not limited to, legal proceedings, medical appointments, social services, and business meetings., Maintain confidentiality, follow ethical standards and professionalism in all interactions.
Outplex
Worked with a total of 4 Clients - Hammacher Schlemmer (Inbound Voice Customer Service) - SpotHero (Email and Voice Customer Service) - SETA Corporation (Inbound Voice Sales) and Bella Loves Me (Chat and Messaging Customer Service) managing a team of up to 150 employees., Streamlined operations by implementing efficient processes and workflow improvements, resulting in increased productivity and reduced costs., Ensured compliance with industry regulations and standards through continuous monitoring and enforcement., Conducted regular team meetings to maintain open communication channels and address any concerns or challenges promptly., Managed daily operations, ensuring quality control measures were in place to maintain high standards of customer service and product delivery., Conducted regular performance evaluations for direct reports, providing constructive feedback and setting clear expectations for future success., Maximized resource utilization by reallocating personnel during peak periods or when demand fluctuated significantly from day-to-day operations needs., Mentored junior staff members on best practices in operations management, contributing to their professional growth within the organization.
High School Diploma
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Capacitó a empleados y bridó coaching para potenciar habilidades y asegurar el cumplimiento de estándares de calidad.
Outplex
Worked for 3 campaigns - HelloFresh (Outbound Winback Sales) - SpotHero (Email and Voice Customer Service) and SETA Corporation (Inbound Sales)., Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand., Identified individual employee's unique work styles and adapted management methods., Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team., Maintained compliance with company policies, objectives and communication goals., Interviewed, hired and trained new employees for Customer Service/Sales/Email/Chat agents and Quality Analyst position., Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention., Measured team performance and reported metrics to leadership team members., Provided coaching and counseling to approximately 83 employees to encourage professional growth as well as meet short-and long-term goals.
Outplex
Led 4 campaigns - SpotHero Customer Service, LivePerson Technical Support - SETA Corporation Inbound Sales and HelloFresh Outbound Sales process improvement projects to help operations meet and exceed quality standards., Developed and maintained quality assurance procedure documentation., Monitored inbound and outbound calls, chats and emails made by roughly 68 employees to provide constructive feedback., Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity., Collaborated with management to provide training on improved processes and assist with creation and maintenance of quality training., Kept inspection journals and daily summary logs as required.
Outplex
Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills., Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team., Documented all transactions and support interactions in system for future reference and addition to knowledge base., Broke down and evaluated user problems, using test scripts, personal expertise and probing questions., Helped management meet standards of service and quality in daily operations.
Outplex
Maintained excellent attendance record, consistently arriving to work on time., Resolved technical problems, improved operations and provided exceptional client support., Increased customer satisfaction by resolving LiveEngage platform issues., Handled up to 9 chats to address customer inquiries and concerns., Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
Stream Global Services
Answered customer telephone calls promptly to avoid on-hold wait times., Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns., Educated customers on promotions to enhance sales., Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions., Offered advice and assistance to customers, paying attention to special needs or wants., Responded to customer requests for products, services and company information.
