Lucia Bustillos
Muleshoe,USA
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
4
4
years of professional experience
Work History
Spanish Interpreter
LanguageLine
01.2025 - Current
- Provide clear and accurate information in both English and Spanish for diverse clients in medical, legal, and emergency settings ensuring effective communication and support.
- Support compliance with federal, state, and local laws, while ensuring alignment with company policies.
- Ensure communication and consistent application of company policies across teams, departments, and external parties, such as clients, verifiers, or auditors.
- Enhanced client satisfaction by accurately interpreting complex information.
- Delivered real-time, accurate oral translations and interpretations for clients.
- Utilize strong linguistic skills to bridge language gaps effectively.
- Resolve communication barriers swiftly, ensuring that client needs are met.
- Contribute to improved service outcomes through precise interpretation.
Sr. Clinical Support Ally
Alight Solutions
02.2022 - 12.2024
- Provided customer assistance with a warm, professional attitude.
- Addressed customer inquiries related to case status and benefits eligibility.
- Assisted with customer requests and answered questions promptly and efficiently to improve satisfaction.
- Processed leave of absence claims like Short-Term Disability, Long-Term Disability, ADA, FMLA and employer-specific leaves based on client eligibility.
- Ensured adherence to company's policy while documenting calls.
- Utilized system programs such as Genesys, AWS, and Workday to log times and maintain adherence. Also, collaborated with Microsoft Teams and Outlook for effective communication with management.
Bilingual Customer Service Representative/ Squad Team Lead
Accenture
06.2021 - 12.2021
- Answered inbound calls on behalf of State of Michigan Unemployment Insurance Agency.
- Resolved claimant inquiries and concerns related to their unemployment claims.
- Processed unemployment claims and addressed inquiries using chat and phone support.
- Conducted outbound calls to assist with claim details when needed.
- Maintained comprehensive documentation aligning with individual benchmarks.
- Coordinated and shared progress insights in virtual meetings using various tools.
- Clarified project modifications effectively to align team efforts with updated requirements.
- Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
- Provided translation assistance for customers with limited English proficiency.
Bilingual Contact Tracer/ Survey Interviewer/ Vaccine Line Operator
Professional Research Consultants, Inc
Omaha, USA
12.2020 - 05.2021
- Identified and reached out to contacts exposed to infected COVID-19 individuals, advising them on CDC guidelines.
- Facilitated understanding of health-related queries by offering bilingual support for those contacted.
- Conducted surveys to gather feedback from patients who received services from PRC's client medical providers.
- Collaborated with state's medical facilities to manage appointment scheduling and cancellations according to CDC guidelines.
- Engaged in active listening techniques while interviewing contacts in order to provide support throughout the process.
- Adhered strictly to privacy laws and regulations when collecting personal information from contacts during case investigations.
- Maintained up-to-date knowledge of state and federal regulations related to contact tracing activities.
- Completed data entry to facilitate case interview and elicited close contacts into designated system immediately after obtaining.
Education
HS Diploma -
Springlake-Earth HS
Earth, TX01.2012
Skills
- Communication skills
- Bilingual
- Software troubleshooting
- Typing
- Phone etiquette
- Translation
- Cold Calling
- Computer literacy
- Office experience
- HIPAA
- Documentation
- Confidentiality practices
- Note-taking techniques
- Customer service expertise
- Live Chat
- Customer service
- Interpretation
- Organizational skills
- Industry regulation compliance
- Quality control standards
- Documentation and reporting
Languages
- English, Fluent
- Spanish, Fluent
Awards
Spanish 2 native speaker, 05/01/12
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
- Work style: Professionalism, 04/01/21, Proficient
- Customer focus & orientation, 05/01/21, Proficient
Accomplishments
- Academic award for outstanding performance Spanish II Native Speaker
Languages
Spanish
Native/ Bilingual
Timeline
Spanish Interpreter
LanguageLine
01.2025 - Current
Sr. Clinical Support Ally
Alight Solutions
02.2022 - 12.2024
Bilingual Customer Service Representative/ Squad Team Lead
Accenture
06.2021 - 12.2021
Bilingual Contact Tracer/ Survey Interviewer/ Vaccine Line Operator
Professional Research Consultants, Inc
12.2020 - 05.2021
HS Diploma -
Springlake-Earth HS
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