Dedicated professional with extensive experience in medical interpretation and customer service, known for enhancing communication and operational efficiency.
Expert in delivering accurate and clear medical interpretation services in high-pressure environments.
Skilled in troubleshooting and providing effective technical support across various platforms.
Proficient in delivering outstanding customer service and support in diverse settings.
Exceptional verbal and written communication skills, facilitating effective interactions.
Voyce Global Inc
Delivered precise interpretation services at Vidant Medical Center, ensuring technical clarity and efficient email support.. Enhanced communication at Walgreens by interpreting critical information, reducing miscommunications by 20% and streamlining information with LEP and client.. Facilitated accurate communications at Cooper University Hospital, boosting operational efficiency by 15% and paired languages
U L G
Provided critical interpretation at Keyse Permanente, utilizing email communication to enhance interpretation processes.. Delivered real-time medical interpretation at U-Mass Memorial Hospital, ensuring adherence to high technical standards.. Improved interpretation accuracy for Baylor Scott and White, reducing errors by 15% and supporting SaaS-based tools.. Facilitated effective communication at Yale New Haven, ensuring swift technical issue resolution.. Supported Altamed and the Social Security Administration by delivering precise interpretations, contributing to a 10% operational efficiency improvement.
Concentrix
Inspiro Nicaragua
Marketing career
Undergraduate
Well, in this case, depending on how many projects I will have in hand, I will give the necessary time frame for each one. In case, okay, I have a short deadline, I will be prioritizing the one who comes first, okay, and then eventually I will be translating the rest of them in order to have, to complete with the deadlines that it will be required to have. And it's much pretty much what I will be doing, okay, regarding to this.
Well, in this case, I will make a research of the word, okay, of the terminology that will be used, okay, in reference to French culture that might not be familiar. And I will find, you know, every aspect of the word, okay, using my dictionary and also the resources that could be available, okay, for example, where this word has its origins. First of all, okay, if you have a Latin origin or when specifically it's used, and to adapt it, okay, to the paragraph that I will be translating, because I understand, you know, that every country, okay, has its own traditions and customs, and it's important, okay, to respect, you know, the, with accuracy every word, okay, to have, you know, that approach that it will be needed at the moment that the French audience will be reading that information or will be available online, okay, specifically. I will do my best, okay, to do an excellent job, okay, when it comes, okay, to translation, because I do have experience.
Well, I have done translations, private projects a couple months ago where I was translating some documents for a private organization, and it was pretty good. It was not challenging because most of the vocabulary that I was using, okay, it was very simple. I was able to translate it without difficulties. And well, any challenges because now I understand, you know, the meaning of most of the words. Also, I'm learning French and I have an intermediate level where I can establish a little conversations. And I understand a little bit of the grammar, French grammar, which is very similar with a Spanish grammar. It's only some words changes. And I will be able to perform very, very good in this new role, okay, translating from English to French because I already, I'm also learning French, like I said before. And I don't see any any challenge, okay, when it comes, you know, translating because I have done it since 1996, okay, it was my first job experience translating correspondence from a non-profit organization that was here in Managua, Nicaragua, and it was pretty interesting, you know, to have the opportunity to translate correspondence between sponsorships and support and, you know, people here in Nicaragua.
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Well, sharing experiences with all my coworkers, okay, is a dynamic that we most likely we do and at the end of the day, okay, sharing experiences in order to avoid misunderstanding, okay, and everybody is aware, okay, about the situations that we face on a daily basis, that make us take ownership of the situation and make us be accountable at the same time because we are part of a team, okay, and we work as a team, and also that's something important to help us to increase the productivity of the company because we are an essential part, okay, of the, as all the departments, we are very essential, okay, in order that the customer might feel satisfied with our service, the way he can, gonna be treated, who he is treated, and when we have the opportunity, because we try to make connection with them, and in that order, the customer will feel that he's talking with a human being.
When it comes to priority, I prioritize, okay, to assist and give resolution to the one that comes first. Okay, for example, if I receive a phone call and at the same time I'm receiving an email, I just pay attention, okay, what I'm listening, okay, and what the customer is saying, taking notes very carefully. And also, I can also be reading the email, okay, saying, and I will have, you know, have a basic idea, okay, what the customer was saying in the email while also I am assisting the customer over the phone. And I'm just interacting in both roles, okay, at the same time, phone and email. And I'll try, but the one that I prioritize the first, okay, is the phone call, okay, because I got to make sure that everything will be clear and clear detailed in case I need to transfer to a different department, okay, because it is important that Uh, the document all the information that the customer is saying in order to and then to proceed to assist the customer the way he deserves it and make them feel appreciated.
Customers was calling, okay, because he had an increase on the bills, a billing situation are very common. What happens is that the customer didn't remember that he added an extra service in a specific time frame that it was added to the next billing cycle, and I started to explain to him very carefully that once he added the service, okay, this is the new service is prorated to the new bill of the next month, okay? So that's the reason that there will be an increase on the bill, okay? And the customer, I tried to explain very carefully about it, okay, and the customer understood, so basically those are the common cases that I face while working in customer service. And it was, and so that was something that I have to take care of and take ownership and responsibility in case the customer didn't understand what I was saying. Every proration, okay, goes to the next month, okay, and there will be an increase reflecting on the bill. That's what exactly happened.
Well, during the 12 years that I have of experience working in the BPO industry, I have many experience with many CRM software or similar tools, okay? The first similar or the first CRM that I used, okay, was back in the days in Accido Technologies for a cable phone in cable campaign for the Packwoods division. I don't quite remember the name, but then I moved to Sitl where I was doing a lot of customer support also in another campaign that was similar to the one that I was in in Accido. It was cable phone and internet. But one of the tools that I remember, it was Guru, and the CRM, I don't quite remember the name because it was a long time ago, back in 2015. And then I moved to Inspiro. I was using a CRM for a prepaid card, which is called Nestpen, and you were able to create disputes, activation of the card, you know, blocking the card at the same time, educating the customers when they become abusers. Also, Avaya RingCentral, the Word package, the Office package, my bad, it's the one that I have used. A lot of software like Zoho, Mozilla Sapphire, Firefox, WhatsApp, you know, not quite a bit, you know, AI tools, you know, I'm starting to learn how to use them, okay, and create commands for them. But it has been, and I'm very friendly.
Well, if the customer have multiple issues, I focus and I start to write it down all the information and the notepad. Okay, listen very carefully to what he's saying. Okay, every situation that he's saying, okay, every inquiry that he's facing. And I will be taking notes, okay, every inquiry. And in that order, I will give him a prompt solution to every inquiry step by step, okay? And ask the customers to be a little bit patient, okay, because the process might take, let's say, 20, 30 minutes, okay, depending, okay, of the how the level of difficulty that every inquiry might have. Okay, for example, reset the password and the website, okay, guide the customer how to do it, that you will send him a reset link to his email. Also sending any code, okay, that he have to send to me at the same time and just be patient, okay, with the customer, okay, and the fact that you will face in a real scenario, okay, that where you need to be most likely focused in the resolution of every inquiry that the customer is having, okay, for a reason, you gotta be tactful, okay, that you will be there for you, for the customer, okay, doing the best, okay, as you can that you can and you will be able to help him as soon as he needed, okay? Those are important aspects, okay, that the customer is expecting that you help him to resolve, okay, because that's what they want, okay, and the customer is the most important part, okay, in the company that they continue doing business with us.
I asked the customer to paraphrase the issue using simple words in order that I was able to focus on the resolution and I was able to assist him or assist her very successfully and I was able to, you know, create good relationships. And it was pretty easy, okay, to handle the issue was the customer explained in a different way. And I was able to, because sometimes, you know, customers speak very fast, okay, and they don't say clearly what the issue is, okay, because they're frustrated and how angry they feel in that moment, they are not able to concentrate. That's why you gotta be a little bit patient, okay, and try to find the way that they can do it in a different way. So they will be giving you all the details of what happened. And at the same time, you apologize for the convenience they have and just as using a empathy statement that you will be there for him or for her, okay, you will be the all possible to solve the issue. That's part of the strategy that I use, okay, most of the time. And try to listen very carefully what he's saying and, you know, focus on the feeling that he had, okay, when he received a bad service, okay, and I will be saying that I will be there for him, okay, every time that he needed. Yeah, most likely, that's part of the, what I do. Just focus on the issue and try to find a resolution and listening actively all the information that he has given to me in that moment.
Hello, my name is Matias Gonzalez. I am 48 years old from Managua, Nicaragua. I have been in the BPO industry since 2013, more than 10 years of experience doing customer service, customer support, tech support, medical interpretation, appointment center, and a little bit of client services, okay, in a law firm. Okay, it will be a pleasure to be assistant to most of your clients, and I consider a good fit because...
