Experience

Fluent Language Solutions, Inc

• United States
• Translation and Localization
• 100 - 200 Employee

• Customer Service Coordinator/Implementation/Sales Support

  • Apr 2009 - Present

  • Onsite Interpreting Product Specialist; applies product knowledge to monitor and resolve issues, as well as supporting sales, management, and staff in their efforts to grow and develop the onsite interpreting division• Project Management to on board new customers who will utilize our onsite/face to face interpreters • Oversee external and internal communications associated with the on boarding of new customers• System Administrator for our state of the art onsite interpreting scheduling system • Participate in the development of customer marketing documents and sales support tools• Web Demonstrations and Web Trainings to educate staff and customers to use our interpreter• scheduling system• Quality Assurance; research and validate new customer data• Identify trends that could potentially affect the growth and development of onsite interpreting• Liason between customers, sales team, operations, and management to stimulate growth and development of onsite interpreting• Good understanding of database concepts and operational knowledge of industry workflow Show less

• Manager of Client Support

  • Mar 2015 - May 2020

  *Division Manager of Nine Service Coorinators and Two Team Leads; requires a higher understanding of the big picture. Efforts include but not limited to successfully on-boarding new employees, and providing leadership to internal staff. *Conducts Training Seminars; Customer focus appoarch with streamlining operational efforts guided record breaking company goals which significantly increased the company’s bottom line, and raised customer retention.*System Administrator for Online Scheduling System; providing guidance in multiple forms such as; marketing materials for external distribution, tracking trend, managing data being input into the system, quality assurance among employee’s, developing and implementing customer retention strategies, and Training Team Leads.Oversee and Manage a team of nine Service Coorinators and two Team Leads who are primary Liaison between Executives, Employee’s, Customers, Interpreters, Partner Companies and Vendors; proven track record in rapport building skills with ability to navigate the corporate environment seamlessly; ability to manage multiple projects and delegate tasks appropriately. *Successfully motivates multiple departments, efforts include leadership in resolving billing disputes; developing protocol for employee’s, and managing the success of those efforts.*High attention to detail; well written and spoken communications with ability to navigate multiple audiences with the appropriate tone Show less



Pacific Interpreters, a LanguageLine Solutions Company

• United States
• Translation and Localization
• 100 - 200 Employee

• Customer Service Coordinator/Implementation/Sales Support

  • Aug 2009 - Aug 2020

  • Successfully coordinates the Video Interpreting call center division with effective communications and focused training seminars; problem solving techniques, guided record breaking company goals that lowered the connection times by fifteen minutes which significantly increased the company’s bottom line, and raised customer retention. • Primary Liaison between Upper Management, Customers, Interpreters, Partner Companies and Vendors; proven track record in rapport building skills with ability to navigate the corporate environment seamlessly; ability to multi-task multiple projects and prioritize tasks appropriately. • Executive Assistant to the Vice President of Sales and support to multiple Account Executives; providing guidance in multiple forms such as; training seminars, marketing documents, price levels, marketing materials, quality assurance reports, customer feedback, trends and business forecasts. • Implementation Team Leader for Fluent with a focus on relationship management which requires a higher understanding of the big picture. Efforts include but not limited to successfully on boarding new customers, providing on-going support to Customers, Internal Staff and Upper Management. • Contract Manager with a high attention for detail; well written and spoken communications with ability to navigate multiple audiences with the appropriate tone. • Actively managing company budget for supplies, postage and delivery; reduced budget by $8000 this fiscal year to date; strong ability to forecast departmental and company needs; responsible for maintaining reports while communicating progress with upper management. Show less



Cronatron Welding Systems

• Administrative Secretary, Events Coordinator

  • May 2005 - Nov 2008

  -Managed call flow for over 150 agents nationwide; efforts reduced hold time, dropped calls, and customer complaints -Utilized Microsoft excel to update and manipulate data for customer service and technical engineers, which were adopted within our division and reduced redundant information -Developed strong management and communication skills by earning Associates Degree in Business which perfected communication and listening skills Optimistically adapted to various communication styles, which was reported and recognized by management frequently Show less



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Quality Control

  • Jan 2004 - Aug 2005

  -Motivated a team of 30 to productively and accurately produce necessary legal documents, which lead to reduced errors and created a faster turn around for executed deeds of trust -Implemented procedures and retention programs that boosted customer satisfaction and focused on the six different styles of listening skills -Networked with marketing, human resources, and accounts receivables via conference calls and correspondence to solve problems and strategize team departmental goals -Motivated a team of 30 to productively and accurately produce necessary legal documents, which lead to reduced errors and created a faster turn around for executed deeds of trust -Implemented procedures and retention programs that boosted customer satisfaction and focused on the six different styles of listening skills -Networked with marketing, human resources, and accounts receivables via conference calls and correspondence to solve problems and strategize team departmental goals



Bright Horizons

• United States
• Education
• 700 & Above Employee

• Lead Teacher

  • Oct 2000 - Nov 2003

  -Created communication solutions such as; parent news letters, parent-teacher conferences, information boards, which led to promotion in management -Designed organizational flow charts that allowed smooth transitions from one activity to another -Monitored and tracked each child’s progress and then implemented specialized activities to improve tactile awareness, build small and large motor skills, hand-eye coordination, and early writing development skills -Reinforced positive efforts and attitudes within the team using incentive programs that recognized attendance, teamwork, and improved performance Show less