Summary
Overview
Work History
Education
Skills
Software
Timeline

Laura Jara Castro

Hartford,CT

Summary

Quick-thinking and collaborative individual, recognized for success in guiding teams with dedication to partnering with coworkers to promote engaged, positive work culture. Practical problem solver with track record of success ensuring productivity within demanding service environment. Client centric, focused on meeting customer expectations, achieving company goals and ensuring highest standards of quality. Energetic, successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success, well-known for creating positive workplace culture and high-performing teams. Seasoned professional with successful 6-year career in the language services sector, with demonstrated knowledge of Costumer Service best practices and operations. Proven skills in enhancing productivity, efficiency and bottom-line profits with forward-thinking leadership.

Overview

6
6
years of professional experience

Work History

Manager of Interpreting Operations

Interpreters And Translators, Inc.
05.2022 - Current
  • Managed team of 13 Scheduling Coordinators, Supervisor, 2 Talent Acquisition Specialists and Interpreter Development Associate.
  • Led Interpreting Department to reach aggressive fill rate and profit margin goals while breaking company's highest revenue record.
  • Created and implemented supplier training programs to increase quality, maximize usage of existing suppliers and allow recruiting efforts to focus on rare languages.
  • Developed new procedures to improve operational quality and team efficiency.
  • Conducted interviews and onboard of new hires to fulfill scheduling, recruiting and training positions.
  • Established positive and effective communication among all staff members and leadership team, reducing miscommunications, and missed deadlines.
  • Negotiated contracts with vendors and suppliers to meet profit goals of 55%.
  • Produced quotes and pricing sheets for all types of interpreting services per business sector and geographical area.
  • Assisted in creation and development of new scheduling system by identifying bugs, testing, documenting and sharing crucial feedback, as well as building user instructions for various positions.
  • Analyzed and reported on key performance metrics and annual evaluations to senior management.
  • Developed and implemented strategies to maximize customer satisfaction, as well as white glove service plan for top clients.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Scheduled employees for shifts, reviewed and approved time-off requests and tasks changes.
  • Addressed and corrected billing issues for clients and vendors.
  • Produced reports and data used in monthly meetings with company's top clients.
  • Implemented community outreach initiative to increase company's presence in local communities, while also supporting supplier recruiting efforts.

Supervisor of Interpreting Coordinators

Interpreters And Translators, Inc.
05.2020 - 05.2022
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Trained new employees and provided ongoing coaching for costumer service positions.
  • Worked with management team to implement proper division of responsibilities and identified employees to take on special tasks.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Introduced team contests and goals to enhance productivity and improve employee morale.
  • Supervised 9 Scheduling Coordinators in providing excellent customer service to callers requiring assistance with interpreting requests, service issues, or billing questions.
  • Maintained compliance with company policies, objectives and communication goals.
  • Developed training materials and communicated clear and concise directions to scheduling coordinators.
  • Executed quality control and assurance reports, investigations and client summaries.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Participated in various project charters to reach profit margin goals and improve training efforts.
  • Assisted team members in developing customer and supplier relationships, and building their loyalty.
  • Organized, tested and maintained inventory of equipment.
  • Proactively learned new software features and worked closely with Support team to maximize technology use and reduce manual work.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Maintained up-to-date knowledge of services offered to customers, and certification requirements.
  • Built personalized request forms to streamline interpreting request process and data tracking.
  • Scheduled one-on-one coaching sessions with team members to improve customer service quality.
  • Updated, reviewed and produced work instructions and job aids.

Scheduling Coordinator/ Sr. Scheduling Coordinator

Interpreters And Translators, Inc.
12.2017 - 05.2020
  • Scheduled interpreting requests and projects, languages assessments, CART services and equipment deliveries for events.
  • Identified and fixed daily scheduling conflicts to support full assignment coverage and customer satisfaction.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Responded to over 50 calls per day, and about 30 daily emails to schedule interpreting services and answer questions.
  • Implemented creative ways to contact supplier for higher response rate and assignment coverage success.
  • Scheduled interpreting services for spoken languages, ASL, CDI, tactile and CART services.
  • Assigned suppliers to interpreting requests based on their expertise, cost, location and availability, including pre-scheduled and last-minute requests.
  • Analyzed project logistics using industry expertise and independent judgment to provide top quality experience for both client and consumer.
  • Aided colleagues, managers and customers through regular communication and implementing quick problem solving skills.
  • Proactively identified gaps in training materials and job aids to support new hires training.
  • Gathered and organized materials to support operations.
  • Built excellent rapport with suppliers and clients, and became go-to coordinator to handle and resolve escalated matters.
  • Organized workload using programs such as Excel and Outlook task lists to organize and keep track of ongoing requests, changes and project requests.
  • Assisted Sales team in presenting and explaining services to new leads, these efforts helped them close deals and build trust with new customers.
  • Maintained consistent high score on all performance evaluations.

Education

Bachelor of Arts - Foreign Languages And Literatures

Universidad De Puerto Rico, Rio Piedras, San Juan, PR
05-2017

Skills

  • Quality Standards
  • Problem-Solving Skills
  • Inbound Phone Call Management
  • Operational Efficiency
  • Data Gathering
  • Training and Development
  • Performance Improvement
  • Quality Control
  • Effective and Concise Communication
  • HIPAA trained

Software

Zoho

Excel, Outlook, Word, Teams, Power Point

CRM

Streamtext

Gofluently

Timeline

Manager of Interpreting Operations - Interpreters And Translators, Inc.
05.2022 - Current
Supervisor of Interpreting Coordinators - Interpreters And Translators, Inc.
05.2020 - 05.2022
Scheduling Coordinator/ Sr. Scheduling Coordinator - Interpreters And Translators, Inc.
12.2017 - 05.2020
Universidad De Puerto Rico - Bachelor of Arts, Foreign Languages And Literatures

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Laura Jara Castro