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Project Manager with 10+ years in translation and customer service domains
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Competencies
Led end-to-end translation project cycles and team operations, ensuring processes meet client standards and deadlines.
Supervised customer support teams across multiple roles, maintaining high satisfaction scores and operational metrics.
Managed remote and on-site teams, provided coaching, and implemented strategies to meet performance targets.
Streamlined workflows in translation and customer service environments, resulting in efficiency gains and KPI improvements.
Applied Spanish-English translation skills for quality assurance, translator guidance, and linguistic checks.
Education
Languages
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
- 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.
- Managed a remote team of 18+ agents at SYKES, consistently exceeding KPIs and receiving top performance recognition.
Experience
Project Manager
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...
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