Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
Generic

Jose Virgilio Ramos Sanchez

The Bronx,USA

Summary

Dynamic, results-driven professional with over 10 years of experience in customer service and a proven track record of enhancing client satisfaction. Over 5 years of interpretation expertise, complemented by experience as a Quality Supervisor, focusing on leadership, procedural adherence, and alignment with company objectives. Skilled in fostering collaboration and leveraging strong interpersonal skills to drive team success and operational efficiency. Committed to adding value to organizations through effective multitasking and a dedication to achieving excellence in all endeavors.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Certified Language Interpreter

CyraCom Language Solutions
03.2020 - 09.2025
  • Provided Over the Phone and Video Interpretation to a wide variety of clients including Medical interpretation for doctors, hospitals, pharmacies, as well as schools, banks, hotels, all types of insurances, attorneys, technical support, customer service agents, airlines, among others.
  • Adhered to ethical codes protecting information confidentiality, Personal Identifiable Information including HIPAA laws and other regulations.
  • Translated spoken words simultaneously orally maintaining message content and style.
  • COACH: Coaching to in training interpreters.

Quality Assurance Supervisor

United Nearshore Operations
01.2017 - 09.2019
  • Supervised onboarding and provided the training related to quality of new personnel to maximize capacities of quality assurance team.
  • Enforced adherence to quality assurance procedures by reviewing subordinate's testing reports and following up on deviations.
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Collaborated with management to discuss effective plans for resolving major quality problems.
  • Analyzed quality assurance data to identify trends and develop and implement corrective action plans.
  • Prepared reports to communicate results of quality inspection activities to management.
  • Supervised Quality Auditors, ensuring all duties were accomplished within the allotted time.
  • Create and manage databases on excel with agents’ data, stats and other customer data.
  • Present QA results on a weekly, monthly and quarterly basis to the clients.
  • Based on trends and issues, propose new ideas and procedures to ensure customer satisfaction and make current procedures more efficient.
  • Analyze NPS and CSAT Surveys to identify areas of opportunities and provide long term solutions to promote customer satisfaction and great customer service.
  • Hold meetings individually and in groups with QAs, supervisors, agents and other Admin staff to present and promote new procedures.
  • Hold meetings individually and in groups with QAs, supervisors, agents and other Admin staff to present action plans and overall QA results.

Language Teacher (English and French)

American Partnership Institute
02.2018 - 06.2019
  • Worked with English language learners in small groups to develop fluency.
  • Developed and implemented activities and lessons to improve vocabulary and sentence structure.
  • Evaluated student progress, recorded scores and revised plans for reteaching of subject matter where necessary to accomplish learning.
  • Encouraged students to join class discussions and activities, promoting inclusion, social development and comprehension of class concepts.
  • Administered timed reading, writing, speaking and comprehension exams to students.

French Language Teacher

Alliance Française de Santiago
09.2015 - 05.2017
  • Presented material to large groups, small groups and one-on-one with equal proficiency and universally superior learning results.
  • Prepared students for DELF Certifications (A1, A2 and B1)
  • Integrated technology into classroom settings to engage students and diversify instruction.
  • Educated students about foreign cultures through immersive activities.

Quality Assurance Auditor

United Nearshore Operations
03.2015 - 01.2017
  • Performed live and recorded audits to calls to perform quality audits and ensure they met the QA standards set by the company.
  • Performed QA audits to emails and Chat interactions to ensure they met QA standards.
  • Provided coaching to agents on areas of opportunities found.
  • Tracked performance of agents, created action plans based on needs and measured level of success.
  • Encouraged my team to be successful in all their metrics.
  • Reported trends to leads including Quality Assurance Supervisor.
  • Evaluated dissatisfied CSAT and Low Score NPS interactions to evaluate the level of customer service provided and followed up with the customers as required.
  • Recommended essential corrective actions based on test results.
  • Learned new testing methods through continued education and research.

Bilingual Technical Support Specialist

United Nearshore Operations
08.2012 - 03.2015
  • Assisted customers over the phone, live chat and/or email, answering questions, performing troubleshooting on technical issues for Brother Products (printers, scanners, copiers, etc.)
  • Provided guidance to customers setting up their devices for the first time.
  • Provided support to customer to fix issues using troubleshooting steps and following the company procedures.
  • Place orders for products, accessories, extended coverage or replacement parts.
  • Assessed issues to determine appropriate troubleshooting methods for remediation.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.

Bilingual Customer Service Specialist

Synergies Corp.
09.2008 - 06.2012
  • Answered product questions with up-to-date knowledge of sales and promotions.
  • Fostered relationships with customers to expand customer base and retain business.
  • Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
  • Used advanced skip tracing tools to locate customers.
  • Used internet databases and phone tools in order to locate customers.

Education

Science And Humanities - Bilingual And Multilingual Education

Universidad Tecnologica De Santiago
Santiago, Dominican Republic
06.2014

Skills

  • Customer Satisfaction oriented
  • Attention to Detail
  • Leadership
  • Teamwork and Collaboration
  • Confidential Information Protection
  • Adaptability
  • Database Management
  • Strong Analytical and Problem-Solving Skills
  • Microsoft Office Suite
  • Time Management
  • Translation and Interpretation Services
  • Records management
  • Friendly, positive attitude
  • Problem-solving

Certification

  • Certified Language Interpreter, Cyracom Language Solutions - 2020
  • Professional Training, INFOTEP - 2017

LANGUAGES

English
Native or Bilingual
Spanish
Native or Bilingual
French
Professional Working

Timeline

Certified Language Interpreter

CyraCom Language Solutions
03.2020 - 09.2025

Language Teacher (English and French)

American Partnership Institute
02.2018 - 06.2019

Quality Assurance Supervisor

United Nearshore Operations
01.2017 - 09.2019

French Language Teacher

Alliance Française de Santiago
09.2015 - 05.2017

Quality Assurance Auditor

United Nearshore Operations
03.2015 - 01.2017

Bilingual Technical Support Specialist

United Nearshore Operations
08.2012 - 03.2015

Bilingual Customer Service Specialist

Synergies Corp.
09.2008 - 06.2012

Science And Humanities - Bilingual And Multilingual Education

Universidad Tecnologica De Santiago

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