Liliana - Translation Specialist at Concentrix

Proficient in translating complex documents with accuracy and cultural relevance.

Designed and executed effective training modules for customer service teams.

Optimized workflows to increase efficiency and consistency in translation and training processes.

Developed clear communication plans to enhance team collaboration and client relations.

Translated over 200 corporate documents from English to Spanish, ensuring accuracy and clarity in the final product., Collaborated with a team of translators to develop and maintain a glossary of commonly used terms, resulting in consistent translations across all projects., Implemented a streamlined process for document translation, reducing turnaround time by 10% and increasing overall productivity., Familiar with srt,vtt and Microsoft Suite type of documents., Reviewed and corrected files created with AI.

Implemented comprehensive training programs for voice and chat customer service, retention, and sales agents, resulting in customer satisfaction ratings above 70% for new hire employees., Collaborated with cross-functional teams to create interactive e-learning modules for agent onboarding, resulting in a 20% reduction in training time., Utilized data analysis to identify areas of improvement in agent performance to improve existing evaluating methods, reducing attrition of new hires in a 10%.

Resolved an average of 30 customer issues per day, exceeding company standards and maintaining a resolution rate above 85%., Average call handling time of 600 seconds through implementing effective communication strategies, resulting in improved customer satisfaction ratings and quality evaluation scores.