Managed inbound and outbound calls in English and Spanish for specialized technical support services. Resolved complex client inquiries efficiently, maintaining high customer satisfaction metrics.

Deliver consecutive medical interpretation in English and Spanish via Video Remote Interpreting (VRI) and Over-the-Phone Interpreting (OPI) for healthcare providers and patients. Ensure HIPAA-compliant, accurate, and culturally competent communication in primary care, mental health, and specialty medical consultations. Handle high call volumes with consistent quality, neutrality, and professional discretion in sensitive clinical environments.

Handled bilingual (English/Spanish) inbound technical support calls with high resolution rates.

Monitored real-time contact center operations for Affirm (U.S. fintech), tracking agent performance, queue volumes, and SLA compliance using workforce management tools. Generated real-time and historical reports using Excel, Google Sheets, Access, and Salesforce CRM to support data-driven decision-making. Collaborated with supervisors and cross-functional U.S.-based teams in English to adjust staffing and optimize service levels. Provided backup RTA Supervisor support, gaining hands-on experience in workforce planning and team coordination. Automated recurring reporting processes, reducing manual workload by approximately 20%.

Designed and delivered private English lessons for children and university students, adapting curriculum to individual learning levels. Applied communicative teaching methods with proven results in student progression from A1 to B2 levels.

Managed all aspects of retail business operations including staff recruitment, training, and day-to-day supervision. Planned and executed marketing strategies to grow customer base and increase revenue. Handled cash management, sales tracking, inventory control, and basic bookkeeping using accounting principles. Maintained accurate financial records, processed transactions, and managed supplier relationships.