Allison Rivera
Apopka
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Bilingual Member Support Agent
AppleOne
09.2024 - 12.2024
- Provided remote bilingual support for health insurance members, scheduling appointments and coordinating healthcare services
- Managed sensitive health data in compliance with HIPAA regulations
- Delivered exceptional service through clear communication in both English and Spanish
- Provided feedback on product usability from customers'' perspective, leading to continuous improvement efforts by development teams.
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
Spanish Interpreter
TransPerfect
02.2024 - 07.2024
- Delivered remote interpretation services for financial and banking clients, ensuring accurate communication between English and Spanish speakers
- Utilized teleconference software to interpret effectively in high-volume and high-stakes scenarios
- Remote Work Available
- Strengthened relationships with clients by providing culturally sensitive interpretations that demonstrated respect and understanding.
- Maintained message content, tone, and emotion as closely as possible.
- Demonstrated exceptional attention to detail when translating sensitive documents such as contracts or legal agreements, ensuring the utmost accuracy and confidentiality at all times.
Bilingual Customer Service Representative
Everise
08.2023 - 02.2024
- Assisted Humana insurance customers remotely by answering inquiries, troubleshooting issues, and explaining services
- Maintained high levels of customer satisfaction and built strong relationships using digital communication tools
- Remote Work Setup
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Spanish Interpreter
Language Line Solutions
01.2022 - 07.2023
- Interpreted medical conversations between healthcare professionals and Spanish-speaking patients in remote settings
- Delivered accurate, real-time interpretation while adhering to confidentiality and ethical standards
- Remote Work Integration
- Delivered exceptional customer service to both English-and Spanish-speaking clients through skillful written and verbal communication abilities.
- Facilitated clear communication between healthcare providers and patients, bridging language barriers for optimal care delivery.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Maintained up-to-date knowledge of industry trends and best practices in interpretation techniques through ongoing professional development initiatives.
Education
Associate of Science - Practical Nursing
Donatello School of Nursing And Healthcare
Apopka, FL02-2027
Skills
- Complaint handling
- Customer service
- Customer engagement
- Relationship building
- Client communication
- Ticket management
- Data entry
- Recordkeeping skills
- Technical troubleshooting
- Customer relationship management
- CRM software
- Live chat support
Certification
Apopka High School
High School Diploma
40-Hour Certification in Medical Interpreting
MITS Medical Interpreting Training School
HIPAA Compliance Training
Completed
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual Member Support Agent
AppleOne
09.2024 - 12.2024
Spanish Interpreter
TransPerfect
02.2024 - 07.2024
Bilingual Customer Service Representative
Everise
08.2023 - 02.2024
Spanish Interpreter
Language Line Solutions
01.2022 - 07.2023
Associate of Science - Practical Nursing
Donatello School of Nursing And Healthcare
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