JENNIFER MARTINEZ
Citrus Heights,CA
Summary
Strategic leader in language services with a strong record in interpreter operations and workforce planning. Achieved scalable growth from $2M to $25M in revenue and maintained a 95%+ fill rate. Expertise in quality assurance, KPI analysis, and cross-functional collaboration enhances service delivery and profitability.
Overview
11
11
years of professional experience
Work History
Director of Interpreting Services
LANGUAGE NETWORK
Riverside, USA
12.2024 - Current
- Provide strategic and operational leadership for interpreter services, workforce capacity, service quality, resource utilization, and profitability.
- Support company growth from $2M to $25M in revenue through scalable processes and effective workforce management.
- Maintain 95%+ fill rates across spoken languages and 50%+ margins through capacity planning, resource allocation, and performance management.
- Led ASL division, overseeing interpreter resources, service delivery, and alignment with client requirements.
- Integrated five acquired brands, aligning policies, processes, systems, and workflows for cohesive operations.
- Tracked and analyzed KPIs, providing performance reports and actionable recommendations to leadership.
- Partner with Sales, Finance, Recruiting, Technology, and Operations on client implementations, workforce planning, and system integrations.
Interpreting Manager
LANGUAGE NETWORK
Riverside, USA
12.2021 - 12.2024
- Managed daily interpreting operations supporting school districts, municipalities, and key accounts.
- Coordinated RFPs, bids, client implementations, and key-account onboarding with Sales and Management to enhance client engagement.
- Tracked fill rates, turnaround-to-fill, interpreter availability, and recruiter productivity to optimize resource allocation.
- Managed workflow-system data integrity and implemented process improvements to streamline operations and ensure service reliability.
Interpreting & Resources Manager
LANGUAGE NETWORK
Riverside, USA
12.2020 - 12.2021
- Led client implementations in Interpreter Intelligence, optimizing system setup and facilitating customer demos to enhance user experience.
- Recruited and onboarded 25+ contract interpreters to expand workforce capacity.
- Coordinated scheduling, call-outs, and staffing changes to ensure timely interpreter coverage.
- Streamlined processes and fostered strong relationships with interpreters, clients, and internal teams to improve collaboration.
- Created and established the Resources Department, developing its implementation strategy, operational processes, policies, and procedures.
Video Remote Interpreting Manager
LANGUAGE WORLD SERVICES
Carmichael, USA
11.2015 - 04.2020
- Managed operations for a $1M+ VRI call center, overseeing staffing, technology, budget, service delivery, and client relations.
- Recruited, screened, interviewed, language-tested, onboarded, and managed healthcare interpreters for medical clients, enhancing service quality across multiple languages.
- Forecasted staffing needs with health-system executives and department managers to align interpreter capacity with demand.
- Managed 25 direct reports, including scheduling, payroll, benefits, performance, and employee support.
- Implemented quality-assurance initiatives, ensuring compliance with state and federal language-access requirements and improving interpreter service standards.
Recruiter
LANGUAGE WORLD SERVICES
Carmichael, USA
04.2015 - 11.2015
- Recruited multilingual healthcare interpreters; managed sourcing, screening, interviewing, and language testing to ensure high-quality language support.
- Coordinated onboarding processes, including background checks, medical clearances, drug screenings, and I-9 verification to facilitate timely integration of new hires.
- Conducted candidate screenings to identify qualified applicants for language services.
- Managed job postings across multiple platforms to attract diverse talent pools.
- Collaborated with hiring managers to define role requirements and candidate profiles.
Skills
- Interpreter Management
- Interpreter availability
- Fill-rate optimization
- Workforce Optimization
- Capacity Planning
- Quality Assurance
- Performance analytics
- Resource utilization
- Client implementation
- Technology integration
- Process improvement
- Change management
- Cross-functional leadership
- Financial management
- Interpreter intelligence
- VRI operations
- Data analysis
- Workflow Management
- Workflow systems
- Budget Management
- Microsoft Excel
- Microsoft Teams
- Outlook
- Google Workspace
- Client portals
- Recruiting & Sourcing
- Data analysis
- Client portals
Timeline
Director of Interpreting Services
LANGUAGE NETWORK
12.2024 - Current
Interpreting Manager
LANGUAGE NETWORK
12.2021 - 12.2024
Interpreting & Resources Manager
LANGUAGE NETWORK
12.2020 - 12.2021
Video Remote Interpreting Manager
LANGUAGE WORLD SERVICES
11.2015 - 04.2020
Recruiter
LANGUAGE WORLD SERVICES
04.2015 - 11.2015