Summary
Overview
Work History
Education
Skills
Websites
Certification
Certification & Languages
Timeline
Generic

Pilar Figuerola

Atlanta,GA

Summary

Highly experienced bilingual professional with 15+ years of expertise in customer success and operations, dedicated to building strong client relationships and delivering positive customer outcomes. Proven strengths of identifying customer needs, resolving issues, and proactively providing solutions that benefit both the company and the client. Effective communicator and leader across various levels within the company and diverse customer segments.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Personal Leave

01.2024 - 01.2025
  • Took a leave to handle personal family matters.

Spanish Case Investigation Supervisor, COVID-19 Response Task Force

Georgia Department of Public Health
01.2020 - 01.2023
  • Led a remote team of 15 bilingual case investigators for the COVID-19 Response Task Force. Responsible for managing the investigation of more than 500 Spanish-speaking COVID-19 cases daily.
  • Created and led Georgia's first bilingual team of case investigators and contract tracers for SARS-CoV-2 variants and other communicable diseases, ensuring thorough and effective investigations.
  • Awarded Fulton County DPH Spotlight Employee for significant contributions to vaccine outreach. Appointed to the Fulton County Board of Health Vaccine Awareness Committee.
  • Spearheaded an initiative to enhance awareness, educate, and advocate for Covid vaccination within the state's Spanish-speaking community by highlighting the benefits of vaccines and providing information on vaccination sites.
  • Created digital healthcare marketing materials and telehealth communications in Spanish to educate the community about public health resources and support services.
  • Directed the recruitment, onboarding, training and performance of the bilingual team. Managed head count to coincide with fluctuating numbers of COVID cases.
  • Promoted from Case Investigator to Supervisor within three months.

Spanish Medical Interpreter

CultureLink
01.2017 - 01.2020
  • Provided Spanish medical interpretation services to hospitals, medical and rehabilitation centers, and behavioral health practices within the WellStar Health System, Children's Healthcare of Atlanta and Piedmont Healthcare.
  • Collaborated with multiple medical interpreter agencies, providing patient-centered advocacy and support for more than 3,000 Spanish-speaking patients, their families, and clinical staff to address patient and provider communication needs.
  • Recognized by numerous physicians as their preferred provider due to superior service.
  • Secured repeat business and referrals through outstanding client service.

Director of Operations

Viscom International
01.2000 - 01.2010
  • Responsible for operations, retail distribution and POS strategies, selling multi-lingual pre-paid phone cards to distributors nationwide.
  • Grew sales from $1 million to $25 million over five years by targeting new markets and distribution partners.
  • Managed the growth of employees for functions across the company from two to 21.
  • Responsible for growing distributions network from one to 36.
  • Hired, trained and supervised a national team of 20 contract retail merchandisers who serviced 10,000 retailers by installing multi-lingual point-of-sale (POS) support materials, which increased overall sales.
  • Responsible for managing feedback from distributors and retailers on operational issues, POS materials and complaints, with the goal of improving messaging and growing revenue.
  • Supervised call center operations and data collection to ensure service quality and performance standards.
  • Implemented a new fulfillment process that minimized labor and packaging costs, shortened delivery times, and enhanced overall profitability.
  • Managed the printing production of multi-lingual end-user product (phone cards) and POS materials, including store signage, posters, banners, window decals, phone-card stands and stickers.

Education

Master of Business Administration -

Kennesaw State University

Bachelor of Arts - Marketing and Spanish

University of Arizona

Skills

  • Bilingual (Spanish/English)
  • Team Leadership & Building
  • Training & Development
  • Client Management
  • Process Improvement
  • Customer Success
  • Interpreter
  • Operations
  • Quality Assurance

Websites

Certification

  • Bridging the Gap Medical Interpreter Training Certificate


Certification & Languages

English – native speaker
Spanish – professional fluency

Timeline

Personal Leave

01.2024 - 01.2025

Spanish Case Investigation Supervisor, COVID-19 Response Task Force

Georgia Department of Public Health
01.2020 - 01.2023

Spanish Medical Interpreter

CultureLink
01.2017 - 01.2020

Director of Operations

Viscom International
01.2000 - 01.2010

Master of Business Administration -

Kennesaw State University

Bachelor of Arts - Marketing and Spanish

University of Arizona

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