Jonathan Hernández Guzmán
Medical Interpreter / Customer Service Associate
Jiutepec
Summary
Knowledgeable Interpreter and Recruiter offering practical communicative and
administration skills. Reliable and collaborative team member, looking for opportunity
to develop management skills further.
Versatile and dynamic professional with a proven track record, enhancing customer satisfaction through expert complaint resolution and effective problem-solving. Fluent in English and Spanish, adept at fostering teamwork and collaboration. Demonstrated excellence in workload management and customer communications, significantly improving first call resolution rates.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Contact Center Representative
Home Depot
01.2024 - 12.2024
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Facilitated conflict resolution between customers and other departments when necessary, ensuring satisfactory outcomes for all parties involved.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
Contact Center Representative
Avis Budget Group
05.2022 - 11.2023
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Handled customer inquiries with empathy and professionalism.
- Was in charge of escalations, and was able to always give a satisfying resolution for the customer and the company as well.
- Developed comprehensive customer profiles to ensure personalized service and build customer loyalty.
- Utilized active listening skills to identify customer needs and offered appropriate solutions.
Contact Center Representative
Chime
01.2022 - 05.2022
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- In charge of graveyard shift. Ready to provide banking issues at times when most Customer centers are close.
- Calls on a feedback rate of T00H of satisfaction.
Medical Interpreter
Language Line Solutions
01.2021 - 12.2021
- Collaborated with the clinical team to ensure seamless patient care, streamlining communication processes, and reducing misunderstandings.
- Ensured clear communication by providing precise interpretation of doctor''s instructions, diagnoses, and prescriptions to non-English speaking patients.
- Enhanced patient understanding by accurately translating medical terminology and complex concepts between medical professionals and patients.
- Followed ethical codes to protect confidentiality of patient medical information.
- Remained confidential throughout company processes, in compliance with Language Line Solutions policies.
- Cross-referenced specialized dictionaries and thesauruses for slang and nuanced terminology.
- Interpreted conference calls and other workplace communications in real-time.
- Adapted quickly to various settings within the hospital environment – from emergency rooms to outpatient clinics – providing consistent high-quality language support regardless of location.
- Demonstrated professionalism and empathy when working with vulnerable populations, including individuals experiencing trauma or facing serious health concerns.
- Served as medical interpreter for patients and staff clinical encounters by delivering accurate, skilled interpretations to facilitate effective communications.
Language Interpreter
Human Quality
12.2019 - 12.2021
- Collaborated with fellow interpreters to ensure consistency in translations across multiple projects.
- Build extensive relationships with clients and professional service team employees by going the extra mile to attend to needs.
- Attended training sessions to enhance linguistic expertise, enabling more accurate translations across a range of industries.
- Strengthened community outreach efforts by volunteering as an interpreter for non-profit organizations and local events.
- Managed multitasking effectively under pressure while providing immediate interpretations during fast-paced discussions or debates.
- Improved client satisfaction by providing timely and accurate translations during business meetings and conferences.
- Interacted with teams in english and spanish and provided
clarification. - Translated in real-time conversations for various companies (Comcast,
AT&T, Medicaid, Medical, Wells Fargo, Bank of America, etc.) - Translated in real time emergency calls such as 911 and 311 calls.
Recruitment Manager
Reisner Restaurants Inc.
Atlanta, GA.
09.2010 - 06.2019
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Negotiated competitive salary packages and benefits for new hires, contributing to an improved employer brand image and increased employee satisfaction.
- Organized and ran external mass recruitment events for Reisner Restaurants Inc.
- Overhauled onboarding process to improve quality of inductions and efficiency of new hires.
- Sourced, screened and interviewed high-level candidate searches for the 31 restaurants inside Reisner Restaurants Inc.
- Managed a team of more than 50+ recruitment personnel.
- Reported weekly to Reisner Restaurants Inc. On employee retention, candidate effectiveness and staffing forecasts.
- Supported senior leadership by capturing data for project
status updates, benefits analysis and corrective action planning on a daily basis. - Boosted staff morale by resolving personnel and management inquiries on new hire activities or ongoing employee relation issues.
- Oversaw job fairs to bring in local talent for long-term and seasonal positions.
Store Manager
SUBWAY®Restaurants
Marietta, GA
11.2009 - 06.2019
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Created profitable marketing campaigns for products using social
media strategies and analytics. - Provided excellent leadership skills to maintain steady and productive
operations. - Having knowledge on food preparations, and the way to maintain
them in a safe and healthy state. - Making sure that the store is well managed and friendly with
costumers and team members alike. - Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
Education
Undergraduate - Criminal Justice
Kennesaw State University
Kennesaw, GA 09.2018 - 06.2019
High School Diploma -
Jefferson High-school
Dunwoody, GA 09.2010 - 11.2013
Skills
Complaint resolution
Workload management
Customer communications
Problem-solving skills
Communicating with clients
Quality assurance
Technical support
Product upselling
Training experience
Teamwork and collaboration
Computer skills
English and Spanish fluency
Certification
Medical Interpreter
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Contact Center Representative
Home Depot
01.2024 - 12.2024
Contact Center Representative
Avis Budget Group
05.2022 - 11.2023
Contact Center Representative
Chime
01.2022 - 05.2022
Medical Interpreter
Language Line Solutions
01.2021 - 12.2021
Medical Interpreter
01-2021
Language Interpreter
Human Quality
12.2019 - 12.2021
Undergraduate - Criminal Justice
Kennesaw State University
09.2018 - 06.2019
Recruitment Manager
Reisner Restaurants Inc.
09.2010 - 06.2019
High School Diploma -
Jefferson High-school
09.2010 - 11.2013
Store Manager
SUBWAY®Restaurants
11.2009 - 06.2019