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
Remote
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
Apopka, USA
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
Apopka, USA
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
Apopka, USA
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