Hi, I’m
Viviana Tijerina
San Antonio,TX
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in a fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution, and order processing.
Overview
17
years of professional experience
1
Language
Work History
NationwideSan Antonio, TX
Language Service Interpreter (remote)
10.2006 - 11.2023
Job overview
- SProvide appropriate translation to increase clients’ understanding of our claim process
- Delivering real-time, accurate oral translations for various departments; Claims Dept, SIU, Finance Dept., Customer service, Agents, Commercial, Sales and Retirement Dept
- Manage daily tasks as an advocate for our members and communicate precise claim information
- Exceptional ability to work independently and complete assigned tasks
- Knowledge of claim intake, auto, and homeowners
- Support Personal Lines with claims intake when necessary
- Reliable, dependent, adhere to very high standards, professional conduct, and adhere to very high standards
- Engaged in a team environment
- Acting team lead
- Identify opportunities and develop team associates to provide quality standards, measurements, and process improvements to ensure effective business solutions and alignment with internal practices and regulatory requirements
- Evaluates calls and provides feedback for quality assurance and call control
- Help close claims during translation for auto and home
- Translate for all insurance business units by having knowledge of internal departments such as claims, services, pensions, customer advocacy.
NationwideSan Antonio, TX
Personal Lines Customer Service Supervisor Interim
02.2017 - 07.2017
Job overview
- Provided coaching, mentoring, motivation, and developing a team of customer service representatives while ensuring optimal productivity
- Encouraged front line associates through positive communication and feedback
- Reviewed calls for trends, to ensure my team was providing an exceptional service following policies, procedures, and new changes
- Created action plans based on uncovered strengths and opportunities discovered through coaching and 1:1 session
- Provided and documented performance feedback through weekly and monthly one-on-one and side by side sessions using S.M.A.R.T goals.
Education
Texas A & M San AntonioSan Antonio, TX
Bachelors in Indisciplinary studies
01.2019
San Antonio CollegeSan Antonio, TX
Bilingual Education
01.2006
Skills
- Bilingual: English and Spanish
- Strong verbal and written communication
- Live interpretations
- Continuous professional improvement
- Leadership
- Fast learner
- Conflict resolution
- Time management
- Resilient to change
- Trustworthy
- Adaptable and Reliable
- Spanish Fluency
- Subject Matter Expertise
- Cross-Cultural Communication
- Relationship Building
- Attention to Detail
- Active Listening
- Conflict Resolution
- Adaptability and Flexibility
- Team Collaboration
- Fluent Bilingualism
- Time Management
- Memory Retention
- Language Proficiency
- Customer Service
- Microsoft Office
- Transcribing
Accomplishments
- Coaching certification
- Spanish Assessment Alignment Team
- Lean Huddle
- Interview Scribe
- Top Quality Performer
Timeline
Personal Lines Customer Service Supervisor Interim
Nationwide
02.2017 - 07.2017
Language Service Interpreter (remote)
Nationwide
10.2006 - 11.2023
Texas A & M San Antonio
Bachelors in Indisciplinary studies
San Antonio College
Bilingual Education
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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