Yudelka Zapata

• Responds timely and satisfactorily to resolve customer inbound calls, supporting all current OmniPod System pump models and drug delivery systems.
• Utilizes approved resources, process documents, flow charts and communication guidelines to deliver technical support and troubleshooting assistance which includes but is not limited to cloud service applications, mobile applications, mobile devices, hand-held controller and continuous glucose monitoring systems (CGMs).
• Answers inquires and troubleshoots issues related to the use of Insulet’s PoddCentral web-based application, and any other future software or communication applications.
• Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation. Candidate must possess the ability to defuse situations.
• Utilizing process flows and work instructions to accurately record and document all customer interactions within the CRM system in accordance with federal FDA regulations.
• Acts as a customer advocate to represent the customer’s needs internally.
• Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, and legal requirements.
• Proven ability to learn, retain and apply material taught in either a virtual or in person environment.
• Exceptional call handling soft skills; must possess the ability to conduct active listening while being empathetic and reassuring the customer.

Help our customers complete their taxes using Intuit TurboTax products. By providing tax advice, full service return preparation, tax calculations, and managing product/software inquiries

Interact with customers via phone, video and chat focusing on software navigation questions as well as assisting customer with locating prior years' returns and amendments. - Serve as ambassador for the Intuit brand; take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise.

Telephone and Video Interpreter, responsible for handling calls on demand and renders the meaning of conversations between required Spanish language and English speakers. The interpreter breaks the communication barrier in a wide range of industries including: Healthcare, Government, Insurance, Financial, Utilities, Travel & Hospitality, General Business, Law Enforcement, Court, and 911. The interpreter processes information quickly, concisely and recognizes sensitive cultural differences., is always professional and courteous . The interpreter uses appropriate terminology and understands common industry procedures and practices. The calls may involve simple or complex, technical, or non-technical subjects. Telephone interpreters translate verbally.

Principal Duties and Responsibilities:

· Answer calls promptly and conduct interpretation in a friendly and professional manner.

· Render correct concepts and meanings according to the conventions of established interpretation protocol, avoiding omissions or additions.

· Speak clearly in both languages using proper pronunciation, enunciation and polite expressions.

· Maintain a professional demeanor throughout the call, always.

· Remain calm during calls if one of the primary speakers is incoherent or upset, especially in emergency situations.

· Maintain punctuality and availability during scheduled work hours.

· Follow client instructions, in compliance with protocol to ensure client expectations are met with the Limited English-speaking Person, avoiding interaction with the Limited English-speaking Person without client’s permission.

· Understand protocol and terminology for various industries including, but not limited to, Medical, Insurance, Finance and Law.

· Demonstrate commitment to cultural sensitivity and working in a diverse environment.

· Maintain high-quality interpreting standards through continuous professional development and training sessions.

· Enhance communication between clients by providing accurate and efficient telephone / video interpretation services.

Answer all incoming/outgoing calls, setting up new claims, providing status of claims that are in process and answering questions about travel protection plans., also includes corresponding with customers via email inquiries.

• Answer inbound calls and automated call backs, assisting clients with claims status requests, setting up new claims, etc. • Make outgoing calls following up on existing claims that are in process or contacting the passenger with claims outcome decision • Verify/update mailing address on returned mail to re-send correspondence to passenger • Receive new claim mail from tour operators/travel agents to set-up new claims • Provide information on travel protection plans to travel agents or directly to passengers • Documents all interactions with passengers • Performs other duties as assigned •Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. •Streamline call center processes for improved efficiency and reduce wait times. •Resolve customer complaints with empathy, resulting in increased loyalty and repeat business. •Assist customers in navigating company website and placing online orders, improving overall user experience.