Duran

Designed and delivered customized English lessons for groups and individuals, adapting content to beginner, intermediate, and advanced levels., Prepared interactive materials, including audiovisual aids and conversational practices, to foster dynamic learning environments., Assessed student progress through regular evaluations, offering personalized feedback and study plans., Integrated cultural and professional English skills (presentations, business communication) to support academic and workplace objectives.

Customer Service Representative

Enhanced customer satisfaction by addressing and resolving complex inquiries through empathetic listening, timely problem resolution, and personalized attention in both English and Spanish languages., Managed high-volume inbound calls (100+ daily), effectively prioritizing issues to ensure swift resolution and minimize hold times for customers., Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.

Bilingual Medical Interpreter

Acted as a bridge, ensuring clear and accurate communication between healthcare providers and patients to support effective care., Adhered to strict confidentiality standards, safeguarding sensitive medical information in compliance with privacy regulations., Developed a strong understanding of medical terminology to accurately interpret and convey information, improving overall communication within the healthcare environment.

SMS Coordinator

Led and executed performance improvement campaigns, driving operational efficiency and business growth., Ensured proactive follow-up and maintained assertive client relations to foster strong, long-term partnerships., Delivered prompt, high-quality service, exceeding client expectations and contributing to client satisfaction

SMS Coordinator

Responded to customer interactions within an average of 2 minutes, delivering high-quality service and achieving a 98% satisfaction rate., Completed and shared customer insight reports weekly, providing actionable data that increased cross-team efficiency by 15% and contributed to a 10% rise in upselling opportunities., Mastered company standard scripts, quickly adapting language and tone to fit diverse customer scenarios, leading to a 20% reduction in resolution time., Identified potential sales or business opportunities in 35% of customer interactions, significantly contributing to lead generation and revenue growth.

Tier 1 SMS Coordinator and Copywriter Jr

Responded to over 30000 incoming SMS messages monthly, qualifying 15% of potential leads for further engagement., Developed and optimized over 60 tailored templates, effectively communicating ideas and services in a friendly yet professional tone, improving customer response rates by 25%., Trained 10+ new hires on company policies, procedures, and compliance guidelines, leading to a 25% reduction in onboarding time and ensuring adherence to company standards.

Customer Support Associate II Health Care Campaign

Provided prompt customer support, handling over 100 inquiries daily with a professional, friendly, and patient attitude, resulting in a 95% customer satisfaction rate., Coordinated and optimized appointment scheduling between patients and healthcare providers, ensuring timely access to care and reducing wait times., Verified patient information, insurance eligibility, and provider availability to ensure accurate scheduling and minimize cancellations.