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Bilingual Technical Support Expert
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Competencies
Experience coordinating project teams, defining scope, and delivering technology solutions.
Applied Scrum and Kanban practices to optimize product development cycles.
Managed stakeholder relationships and facilitated progress updates.
Supervised project teams and mentored junior staff to enhance performance.
Education
Summary
Dedicated to delivering complex technology projects efficiently with a focus on client satisfaction and team collaboration.
Key Achievements
- Led a cross-functional team to deliver a cloud migration project on schedule and within budget.
- Designed and implemented new project management workflows, improving team efficiency.
- Managed client communications and expectations, resulting in high customer satisfaction scores.
Experience
Bilingual Technical Support Expert
Assisted English and Spanish speaking customers with trouble shooting their internet devices., Managed and reconciled daily payment transactions on the Verizon platform, streamlining payment processing and reducing errors., Answer queries on products for Verizon Services Corp. in English and Spanish., Instructed customers on how to install and activate their internet gateway devices., Address and resolve customers concerns to achieve first contact resolution., Provide excellent customer service.
Bilingual Customer service agent
Resolved payment discrepancies and managed returns through the Walmart platform, improving customer satisfaction and account resolution times., Order, Reorder and Cancel Orders at the Walmart Online stores., Replace, send, and Refund product orders through the internal Walmart system., Schedule pick up orders for Walmart customers through FedEx and UPS., Defuse irate customers during the call.
Translator and Interpreter
Facilitated communication between english medical professionals and diverse hispanic patient populations providing real-time, in-person interpretation for sensitive medical consultations, surgical procedures, and emergency room visits while adhering to strict safety protocols during the pandemic., Interpreted technical data and scientific findings related to environmental impact assessments, translating complex concepts into terms understandable to indigenous communities in the Ecuadorian Amazonian provinces of Pastaza and Orellana., Provided simultaneous and consecutive interpretation during legal consultations and contract negotiations, ensuring accurate representation of terms and conditions for all parties., Maintained strict confidentiality and neutrality while interpreting sensitive information regarding land surveys, resource extraction plans, and compensation agreements., Translated legal and corporate documents, including contracts and memorandums of understanding, from English to Spanish to the local indigenous communities.
Environmental translator for indigenous communities
Acted as a cultural liaison, educating corporate teams on local customs, social hierarchies, and decision-making processes to ensure respectful and effective engagement., Developed trust with indigenous leaders and community members, serving as a reliable and unbiased channel for their concerns, demands, and perspectives., Mediated emotionally charged discussions, employing active listening and de-escalation techniques to ensure all parties felt heard and respected., Facilitated workshops and community meetings, enabling indigenous people to voice their opinions on proposed projects and their potential impacts on traditional ways of life., Navigated communication challenges posed by non-verbal cues and different communication styles, ensuring the full meaning and intent of messages were accurately conveyed., Focus on Problem-Solving and High-Stakes Situations, Managed high-pressure situations, such as tense confrontations and protests, by providing clear and impartial interpretation to prevent misunderstandings from escalating., Identified and addressed potential misinterpretations stemming from cultural differences, proactively clarifying ambiguous statements to prevent conflict., Resolved communication breakdowns between different parties by identifying the root cause of the misunderstanding and rephrasing messages for greater clarity., Adapted quickly to changing circumstances and logistical challenges in remote jungle environments, maintaining a high level of professionalism and accuracy.