Responsible for providing consecutive interpretation services Over-The-Phone in a contact center environment. Provided the highest level of customer service during interpreting sessions between clients and Limited English Speakers, identifying sensitive cultural differences and acting as a communication bridge, and helping people resolve their healthcare, insurance, debt, legal, among other potential problems, without language barriers being an issue.

Provided executive-level administrative support to up to 11 executive consultants simultaneously, managing calendars, travel, and confidential correspondence across global time zones. Developed relations with other peers, Team Leads, Consultants in various industries and their clients, earning their trust and anticipating their needs. Within my team, I became the spokesperson and ambassador for Mental Health issues and Burnout prevention, fostering well-being initiatives. Developed strong working relationships with partners and clients through proactive communication, ownership, and discretion.

Responsible for the audits of contacts and providing actionable, specific feedback to agents. Was able to gain trust as a leader and anticipated their needs. I facilitated meetings and training sessions to communicate product updates and enhanced agent performance. Developed and took ownership of several projects related to Mental Health, Career Development, Engagement, HR empathy, and mentoring New Hires. Collaborated with Associates and Team Managers on driving quality, improving performance, and examining data to identify continuous learning needs. Improved my problem solver abilities and was able to develop resourcefulness in a multi-tasked environment and developed a high ability to appropriately prioritize.

Took contacts from Amazon employees across the US on a phone channel. Delivered HR case management and employee support across multiple business lines, ensuring a high-quality experience for Amazon employees. Collaborated with HR Business Partners, Payroll, Case Managers, Stake, Benefits, and Operations partners teams to resolve complex inquiries efficiently and empathetically for employees. I was able to master my research skills to resolve and document HR cases.

Resolved customer issues and prevented concession misuse, protecting revenue and improving customer satisfaction metrics. Analyzed department trends to identify operational inefficiencies and proposed solutions to streamline workflows. Developed data-mining skills to support fraud detection and case investigations.