IHD Specialist provides Supervision, Quality, Technical & Customer Service Support for the WAH Interpreters. The IHD Specialist is a key player in the overall function and success of daily business at Language Line Solutions Services.A self-starter and highly motivated decision-maker, the IHD Specialist is creative and possesses the ability to work in a Multicultural setting and in a diverse group of people and complex situations. The IHD Specialist must be able to incorporate interpersonal skills and operational knowledge in a fast-paced environment. Due to very high internal and external call volume, customer satisfaction is the number one goal.

● Provided a professional interpretation service to commercial and private clients● Developed almost 3,000 hours of professional interpretation within the Legal, Financial, Consumer Support, Medical and Emergency First Response industries● Provided telephone simultaneous language interpretation● Upholding strict confidentiality of interpretations and services● Communicated effectively between the parties involved in the interpretation ensuring precise accuracy● Communicated verbal and involved written notes for improved services● Ensured to listen and communicate carefully and thoroughly throughout the entire interpretation● Uphold the highest standards of confidentiality and professionalism whilst interpreting for clients● Followed tight metric guidelines to achieve excellence and collect positive surveys that promotes thecompany service rank● Learned about updates constantly and keep the knowledge base to support customers new featuresrefreshed, and accurate● Passed all testing made to accomplish the company calibration each month for one year● Chat typer rank of 35 to 40 words per minute.

●Followed tight metric guidelines to achieve excellence and collect positive surveys that promotes the company service rank●Learned about updates constantly and keep the knowledge base to support customers new features refreshed, and accurate●Passed all testing made to accomplish the company calibration each month for one year ●Chat typed rank of 35 to 40 words per minute.

● Performed multiple tasks made under pressure on the back-office position performing troubleshoot with Latin America customers via email and following up several printer families with area specified processes during the first period in the company while I was backup as technical agent for USA customers● After dominating both rolls back office and front line I started training skills while troubleshooting with Help desks, OSA's, Local IT, and end users from over 300 companies around USA.● The company approached me to accomplish projects with my coworkers to improve excellence in my people skills and fulfill the technical knowledge base by training new hires, backing up Subject Manner Experts & Team Leads on voluntary extra hours, this guided me to perform all known with clients and become the top performer.● Got freed from the telephony to support management on several task such as case creation timelines, phone structure, team engagement, floor support and training Third party employees for temporary contracts and direct HP badge pre-screening processes and how to? guidelines.● Got promoted as MPS Technical processes trainer and focused on reporting behaviors, metrics, goals and also improving new hires skills before facing our customers and moderate the call queue as also being the Team Lead back up by reporting phone Aux excel pivots.● Created a path to become part of an organizational career along with people who are in charge to deliver quality and always exceed expectations.

● Resolved customer complaints and concerns with online billing and account issues● Researched database on various systems to resolve complaints and answer inquiries● Collected money with soft skills communication and completed arrangements with accurate informationabout payments on the customer’s account● Managed call with warm transfers only and routed customers to the accurate department to continueprocedures with positive feedback gathered~**ACCOUNT/DEPARTMENT IS CURRENTLY CLOSED**~

● Resolved customer complaints and concerns with strong negotiation skills● Built and maintained successful relationships with service providers, dealers and consumers● Maintained composure and patience in face of difficult customer situations● Helped customer’s track and ship packages, responding to an average of 50 calls per day● Support customers with online billing and account issues● Researched issues on various computer systems and databases to resolve complaints and answer inquiries● Provided thorough support and problem resolution for customers● Referred difficult issues to upper management while maintaining positive rapport with customer

● Issued license codes to new and existing customers● Resolved customer complaints with lost packages and concerns with strong negotiation skills.● Helped customers to track and ship packages.● Support customers with online billing and account issues.