Tatianna Guerrero
Bilingual Senior Supervisor
Kennesaw,MI
Summary
Empathetic and bilingual client support professional devoted to creating a welcoming environment for both agents and customers. My goal is to foster a department where everyone feels valued and supported, ensuring seamless access to the help and information they need. I aim to build a culture that encourages collaboration and minimizes barriers, making it a place where no one dreads seeking assistance.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Client Support Specialist
TheKey
11.2023 - 12.2024
- Provided exceptional bilingual intake and scheduling support to a network of over 120,000 clients in the US and Canada and maintained confidentiality in compliance with HIPAA standards.
- Consistently exhibited strong performance through maintaining quality scores above 90% from Aug '24 onward.
- Collaborated with internal and external teams to streamline support processes, improving efficiency and reducing response times.
- Developed and maintained comprehensive documentation for support processes, ensuring clarity and consistency for team members.
Bilingual Senior Supervisor
LifeSeasons, LLC
11.2021 - 11.2023
- Lead and supported a team of 35 bilingual agents in the customer service department, addressing daily operational needs and inquiries by providing coaching and mentorship to agents, fostering a collaborative environment to support their professional growth.
- Developed and implemented 12 training programs for new supervisors and leads to prepare them for roles during departmental expansion.
- Established and maintained a comprehensive glossary of terms and quick response templates in Spanish for bilingual agents.
- Facilitated translation services to enhance communication with the current customer base of over 200,000 within the U.S. and Puerto Rico, supporting expansion into Hispanic markets.
- Handled escalated calls and acknowledged agent achievements while working collaboratively with the team to minimize escalation occurrences.
- Identified and recruited bilingual talent aligned with company objectives and cultural fit.
- Trained new hires and coordinated interdepartmental communications to enhance workflow efficiency.
Bilingual Service Coordinator
Advanced Teleservices
02.2020 - 03.2021
- Managed over 30 incoming calls daily for a diverse clientele, ensuring compassionate and effective communication and prompt resolution of inquiries.
- Coordinated with overnight emergency services for hospital, hospice, and funeral clients, addressing urgent needs with professionalism and care.
- Responded to various emergencies during the graveyard shift, including escalating issues to company leadership as necessary.
Sole Proprietor
T&S Care and Consultants, LLC
09.2016 - 04.2020
- Delivered comprehensive support to families in North Carolina, Illinois, and New Mexico, overcoming language barriers to facilitate effective communication across diverse settings.
- Assisted clients in coordinating medical appointments, negotiating with bill collectors, and communicating with landlords to ensure stability in their lives.
- Developed and implemented in-home care solutions for over 450 clients, providing essential respite and support for family caregivers.
Bilingual Customer Service Rep II
Peoples Bank
Newton, NC
05.2016 - 08.2016
- Managed incoming calls from bank members and employees, providing exceptional customer service and support.
- Processed payments for loans, mortgages, and escrow accounts with accuracy and efficiency.
- Resolved financial discrepancies and addressed ATM-related issues, ensuring a smooth banking experience for clients.
- Activated debit and credit cards for customers and staff, maintaining strict adherence to security protocols.
- Provided comprehensive assistance by addressing inquiries and resolving issues promptly and effectively.
Bilingual Phone Operator II
Answerphone of America
Statesville, North Carolina
09.2015 - 02.2016
- Received and managed incoming calls from diverse clients, providing accurate information and facilitating message-taking services.
- Established minimum hiring requirements for a trucking company, ensuring compliance with industry standards.
- Assisted hospice patients and healthcare professionals by addressing service inquiries with empathy and efficiency.
- Coordinated employee clock-in and clock-out processes, maintaining accurate records for payroll and attendance.
Administrative Assistant | Training Specialist
Adecco | City of Albuquerque
Albuquerque, New Mexico
07.2014 - 06.2015
- Coordinated scheduling for certification and administrative training programs for city employees, ensuring timely and efficient delivery.
- Managed payroll requests for park maintenance staff and collaborated with various departments to streamline overlapping training sessions.
- Maintained the city employee priority list and effectively managed promotion requests, ensuring fair and transparent process.
- Developed and maintained a comprehensive database of employee certifications and licenses, enhancing accessibility and compliance.
- Supported the interview process for new hires, contributing to the selection and onboarding of qualified candidates.
Education
Associate of Arts - Human Resources Development
Miami-Dade Community College
South Miami, FL 05.2001 -
Skills
- Communication: Interpersonal Skills, Bilingual, Active Listening, Conflict Resolution
- Organization: Time-Management, Detail-Oriented Multiple Tasker, Administrative Support
- Technical: Salesforce, Freshdesk, inContact, ClearCare (Wellsky), Microsoft Suite, G Suite, Slack, Zoom
- Client Support: Confidentiality and Compliance, Interdepartmental Coordination, Empathy
- Leadership and Teamwork: Initiative, Team Leadership, Collaboration
- Problem Solving: Crisis Management, Cultural Competence
Timeline
Client Support Specialist
TheKey
11.2023 - 12.2024
Bilingual Senior Supervisor
LifeSeasons, LLC
11.2021 - 11.2023
Bilingual Service Coordinator
Advanced Teleservices
02.2020 - 03.2021
Sole Proprietor
T&S Care and Consultants, LLC
09.2016 - 04.2020
Bilingual Customer Service Rep II
Peoples Bank
05.2016 - 08.2016
Bilingual Phone Operator II
Answerphone of America
09.2015 - 02.2016
Administrative Assistant | Training Specialist
Adecco | City of Albuquerque
07.2014 - 06.2015
Associate of Arts - Human Resources Development
Miami-Dade Community College
05.2001 -