Work Preference
Summary
Overview
Work History
Education
Skills
Languages
Timeline
Software Platforms
Generic
Jocelyne Ludiazo
Open To Work

Jocelyne Ludiazo

Phoenix,AZ

Work Preference

Desired Job Title

International Customer Care SpecialistCustomer Service AssistantCustomer Service RepresentativeProject ManagerData Entry Clerk

Work Type

Full TimePart Time

Location Preference

On-SiteRemote
Location: Phoenix, AZ, US
Open to relocation: No

Salary Range

$21/hr - $1000/hr

Important To Me

Career advancementPersonal development programsWork-life balanceCompany CulturePaid time offFlexible work hoursWork from home optionHealthcare benefitsTeam Building / Company RetreatsPaid sick leave401k match4-day work weekStock Options / Equity / Profit Sharing

Summary

Accomplished leader in translation and localization operations, driving efficiency through project management, vendor negotiation, and quality assurance. Focused on enhancing productivity and ensuring timely delivery while fostering strong client relationships. Expertise in team leadership, coaching, and stakeholder communication supports the growth of quality-driven language services.

Overview

17
17
years of professional experience

Work History

Youth Activity Facilitator (Volunteer)

The Salvation Army
Phoenix, Arizona
03.2022 - Current
  • Created a safe environment for participants to express their opinions without fear of judgment or criticism.
  • Created a safe environment for youth to express their opinions and beliefs.
  • Provided targeted support to learners to enhance understanding.
  • Provided guidance to teens on how to apply Christian values to everyday life.
  • Facilitated group discussions and activities to ensure successful outcomes.
  • Facilitated discussion groups with teenage members on various topics related to faith and life.
  • Facilitated discussions on faith, values, and personal development among youths.
  • Led youth group meetings to foster community and spiritual growth.
  • Organized retreats and events to engage youth in meaningful activities.
  • Organized events that fostered spiritual growth among participants.
  • Prepared materials and resources for each session to ensure smooth and efficient activities.
  • Contributed to fundraising initiatives for projects and trips, enhancing youth ministry opportunities.

Translation Line Manager

RWS
Sheffield, United Kingdon
10.2019 - 06.2021
  • Managing the operation of the commercial team to drive productivity and quality of language services that result in high levels of customer satisfaction.
  • Interfacing with project managers and clients to fully understand requirements and assist in the selection of appropriate translation processes and procedures.
  • Working collaboratively with the project management offices to ensure the highest quality services are provided to the client, building trust with project teams by addressing issues in a timely and constructive manner.
  • Ensuring the team adheres to the company's linguistic processes, procedures, and quality standards. Regularly monitoring quality assurance tasks (QA), reviews, and proofing to ensure the highest quality translations.
  • Actively addressing productivity and quality issues in a timely fashion to ensure results are achieved.
  • Enabled team to achieve exceptional results through clear expectations and performance measures.
  • Providing feedback and coaching to drive success, and addressing issues and concerns in a timely and constructive manner.
  • Fostering a culture of quality and customer focus.
  • Revised team schedules and roles to align with evolving project needs.
  • Determined staffing needs and implemented performance and development plans to enhance employee engagement and optimize resource allocation.
  • Built positive customer relationships by understanding requirements, responding to changes promptly, and demonstrating urgency.

Customer Lead Translation Project Manager

Capita TI
Greater Manchester, United Kingdom
06.2015 - 10.2019
  • Managing translation projects for Legal and Financial clients, ensuring quality and on time delivery.
  • Ensuring customer requirements are met and building relationships with clients.
  • Negotiating with suppliers at project and account level to achieve the best possible outcome for the business.
  • Coordinated with suppliers and technical teams to facilitate project needs.
  • Delegating and allocating tasks to deputy project managers and project coordinators.
  • Working on KPIs and increasing gross and net profit.
  • Owned projects, produced quotes, and updated clients on progress.
  • Prepared monthly service reports and led key client meetings in person and via VC.
  • Assisting the service delivery manager in organizing and leading client calls.
  • Organizing and coordinating quality procedures.
  • Identifying risks and escalating as appropriate.
  • Organizing and completing accounts training with junior Project Managers.
  • Creating and maintaining training materials for each assigned account.

International Customer Care Specialist

Achica Ltd
Greater Manchester, United Kingdom
11.2014 - 06.2015
  • Answering customer queries via email and telephone in French and English.
  • Processed cancellations, refunds, and new orders for clients using in-house system, ensuring timely resolution.
  • Liaised with buyers, suppliers, warehouse, and carriers to provide accurate stock information.
  • Managed and responded to customers’ online queries while maintaining a personal log for efficient order information and management.
  • Coordinated customer returns with multiple carriers to ensure timely processing.
  • Utilized various logistics systems, including NAV and PRIAM, to gather and share critical information.

Customer Service Assistant

Marks & Spencers
Greater Manchester, United Kingdom
07.2009 - 10.2014
  • Provided exceptional customer service on shop floor, addressing customer needs and inquiries.
  • Advised customers on special requirements and product selections, enhancing their shopping experience.
  • Utilized problem-solving skills to assist customers and encourage continual feedback.
  • Processing client orders and returns via order desk, telephone and iPad.
  • Handled cash and card transactions at the point of sale.
  • Replenished stock to maintain inventory levels and ensure product availability.

Education

Bachelor of Arts - Drama, Performance And Theatre Arts

Staffordshire University
Stoke-on-Trent, UK
07-2010

High School Diploma -

Joseph Chamberlain Sixth Form College
Birmingham, UK
07-2006

Skills

  • Activity planning
  • Workshop coordination
  • Project Management
  • Client Relationship Management
  • Resource Allocation
  • Team Development Operational Efficiency
  • Leadership and Teamwork
  • Initiative and Problem solving abilities
  • Creative Problem Solving
  • Conflict Resolution
  • Highly Organized
  • Attention to Detail
  • Time management
  • Ability to Work Under Pressure
  • Ability to Multitask
  • Customer Service
  • Interpersonal Communication Skills
  • Active Listening
  • Flexibility and Adaptability
  • Self-motivation
  • Decision making
  • Good time management
  • Fast Learner
  • Creativity
  • Social skills
  • Hardworking
  • Resource Allocation
  • Workshop facilitation
  • Team Development Operational Efficiency
  • Activity planning

Languages

French
Professional
Lingala
Native/ Bilingual

Timeline

Youth Activity Facilitator (Volunteer)

The Salvation Army
03.2022 - Current

Translation Line Manager

RWS
10.2019 - 06.2021

Customer Lead Translation Project Manager

Capita TI
06.2015 - 10.2019

International Customer Care Specialist

Achica Ltd
11.2014 - 06.2015

Customer Service Assistant

Marks & Spencers
07.2009 - 10.2014

Bachelor of Arts - Drama, Performance And Theatre Arts

Staffordshire University

High School Diploma -

Joseph Chamberlain Sixth Form College

Software Platforms

Working Knowledge of Navision, PRIAM, Multitrans Prism and SDL Trados. Able to identify different CAT tools and requirements.

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Jocelyne Ludiazo