Experience

CyraCom Language Solutions

• United States
• Translation and Localization
• 700 & Above Employee

• Certified interpreter

  • Dec 2018 - Present

  Cyracom Certified Telephone Interpreter for a diversity of industries, including Medical,Legal, business, 911, and others Cyracom Certified Telephone Interpreter for a diversity of industries, including Medical,Legal, business, 911, and others



Nielsen

• United States
• Technology, Information and Media
• 700 & Above Employee

• Bilingual Research Interviewer

  • Sep 2016 - Present

  • Manual outbound/ inbound dialing while utilizing keypad, placing telephone calls to households to persuade respondents to participate in Nielsen Household surveys for Television, Radio, Newspapers and the Internet.• Maintain high level of patience and professionalism, ensuring that respondents are kept engage throughout the survey• Listen to and accurately capture respondent answers, following guidelines for obtaining consistent unbiased data• Deliver complex verbatim scripts for 90% of surveyGood command in CALI systems (computer assisted telephone interview)Partnering with training to proof read Spanish training materials and help with corrections as needed



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Employee Accounts Senior Customer Service Representative

  • Nov 2014 - Dec 2015

  Assisted from 100 plus inbound calls from Verizon Wireless and Verizon Communication Employees and retirees timely and professionalHandled all aspects of account maintenance including tier one technical support when applicableDemonstrated critical thinking to provide best options regarding their services, plans and equipment Processing off line orders, responding to emails, faxes and completing all follow ups in a prompt manner. Assumed responsibility to keep a balanced performance in all aspects of my position, and keep up with my professional development through online courses and classroom training's

• Senior Financial Services Customer Service Representative

  • Apr 2009 - Nov 2014

  Effectively handled large call volume supporting collection initiatives via inbound/outbound to reduce churnDelivered exceptional customer service experience by adhering to all productivity and performance standards, using provided tools in order to achieve first call resolution on all callsAccount reconciliation/analysis to ensure bill accuracy, providing education about company products, policies and procedures to make sure that they have the most cost effective planAssisted Upper Management with document translations and revisions from English to Spanish as neededAct as liaison with other groups to ensure customer's issues and follow ups were reviewed and solved timely.Handled credit applications, review, processed them from direct and indirect channels



Bank of America

• United States
• Banking
• 700 & Above Employee

• Team Manager/ AVP

  • May 1988 - Jul 2008

  •Coaching, monitoring, motivating and developing a team of 14-20 associates to achieve optimal performance, addressing mediocre /poor performers while tracking, documenting and rewarding them with regards to quality productivity, • Career Planning for associates with growth potential.• Completion and delivery of quarterly/yearly Performance Management Evaluations.• Training and development of new associates locally and off shores.• Promoting and presenting excellent company’s image and its services to successfully meet monthly sales quotas.• Managing of complex escalated customer’s calls, research and satisfactory resolution, utilizing decision making and problem solving skills.• Assisted upper Management as Acting Unit Manager when needed, managing day to day operations of the business and supporting 5-6 Team Managers.• Partnered with Human resources to help them to identify and to attract top talent during internal/external job fairs, screening, recruiting and interviewing of new employees.