ANA FABIOLA PENA HERNANDEZ
MEDICAL INTERPRETER
Zapopan, Jalisco
Summary
Hardworking, patient, and proactive professional with clear communication skills and a self-driven attitude. Experienced in working for international companies and collaborating with individuals from diverse nationalities. Motivated to uphold customer satisfaction and play a key role in driving company success.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Medical Interpreter
AMN Health Care
07.2019 - Current
- Currently working from home as a full-time video medical interpreter.
- Conducting medical interpretation sessions for Providers, Patients, and/or their family members.
- I translate as clear as possible, and relay information accurately and concisely and do not omit, change, or add information.
- Also, abide by the HIPPA law to protect patients' personal information.
- Able to work under pressure and completely focus on the job
Customer Service Representative & Retention
Beliveo
07.2018 - 01.2019
- As a Customer Service Representative for Xfinity Comcast, I worked addressing customer service inquiries in a timely and professional manner.
- While employed with Beliveo I achieved customer satisfaction surveys of 100% every month.
- Crossed trained to take retention calls.
- Developed effective relationships with all call center departments through clear communication.
Bilingual Interpreter
Language Line Solutions
09.2015 - 08.2017
- Home office employment where I interpreted conversations, and oral instructions from one known language to another known language.
- Managed to provide consecutive and in-first-person interpretation over the phone.
- Began taking customer service calls and 911 calls, then got certified to become a medical interpreter and recorded statement sessions.
- Complied with established interpreter work ethics and followed data confidentiality policies as applicable.
- Interacted and interpreted for Clients from different socio-cultural and economic backgrounds.
Business Process Outsourcing – Insurance Team
TATA Consultancy Services
09.2011 - 09.2015
- Started processing members email requests such as billing inquiries, insurance adjustments, quotes, and added discounts as required.
- By having an outstanding work ethic, reliability, and drive I became an Auditor for the Insurance Email Team where I provided effective feedback.
- I was responsible for transfer & sent to member audits.
- I oversaw the training and on-the-job.
- I prepared Web-Ex calls every day to assure full comprehension of the product and process.
- Assisted weekly calibration calls with the Client, where I gave my input into cases being reviewed.
- Achieved Star of the Month in our Town Hall.
Customer Service Representative
I-Gate Global Solutions de Mexico
03.2011 - 09.2011
- Collections and Customer Service Agent, with great people skills to confront customers regarding past-due payments.
- Excellent accounting skills required to determine accounts payable and payment options.
- Placed calls to remind Clients about their payments, account balance, and explained step-by-step foreclosure procedures and other home loan-related issues.
Customer Service Representative
Teleperformance
05.2008 - 03.2011
- Dedicated Customer Service Representative for Discover Card, with proven ability to establish rapport with Customers and exceed sales goals.
- Provided effective resolution of a range of customer inquiries and strived for one-call resolution.
Education
Bachelors - international business
Universidad de Guadalajara (CUCEA)
Guadalajara, Jalisco 01.2009 - 01.2011
Preparatoria 10 General - undefined
Universidad de Guadalajara
Guadalajara, Jalisco 01.2005 - 01.2008
Skills
Cross-cultural understanding
Patient assessment
Effective interpretation skills
Information security
Effective call management
Timeline
Medical Interpreter
AMN Health Care
07.2019 - Current
Customer Service Representative & Retention
Beliveo
07.2018 - 01.2019
Bilingual Interpreter
Language Line Solutions
09.2015 - 08.2017
Business Process Outsourcing – Insurance Team
TATA Consultancy Services
09.2011 - 09.2015
Customer Service Representative
I-Gate Global Solutions de Mexico
03.2011 - 09.2011
Bachelors - international business
Universidad de Guadalajara (CUCEA)
01.2009 - 01.2011
Customer Service Representative
Teleperformance
05.2008 - 03.2011
Preparatoria 10 General - undefined
Universidad de Guadalajara
01.2005 - 01.2008
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