Summary
Skills
Work Preference
Work Availability
Timeline
Work History
Education
Languages
Certification
Overview
Jonathan Hernández Guzmán

Jonathan Hernández Guzmán

Medical Interpreter / Customer Service Associate / Computer Support Specialist
Jiutepec, Morelos

Summary

Experienced interpreter and recruiter with strong communication and administrative skills. Reliable team player eager to expand management abilities. Proven track record of enhancing customer satisfaction through expert complaint resolution and effective problem-solving in both English and Spanish.

Skilled in fostering teamwork, managing workloads, and improving first call resolution rates.

Technology-savvy professional with troubleshooting capabilities, network and software support experience, and a focus on driving optimal user experience through system performance analysis.

Organized candidate adept at managing multiple priorities with a positive attitude, willing to take on added responsibilities to meet team goals.

Highly skilled in software installation, upgrades, updates, hardware replacement, virus removal, and performance tweaks, with a solutions-oriented approach to addressing user issues.

Skills

Complaint resolution

undefined

Work Preference

Work Type

Full TimePart TimeContract WorkInternshipGig Work

Work Location

RemoteHybrid

Important To Me

Work-life balanceCompany CultureWork from home optionTeam Building / Company Retreats

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Computer Support Specialist - CompuCom
02.2025 - Current
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
Language Interpreter - Human Quality
12.2019 - 12.2021
Kennesaw State University - Undergraduate, Criminal Justice
09.2018 - 06.2019
Recruitment Manager - Reisner Restaurants Inc.
09.2010 - 06.2019
Jefferson High-school - High School Diploma,
09.2010 - 11.2013
Store Manager - SUBWAY®Restaurants
11.2009 - 06.2019

Work History

Computer Support Specialist

CompuCom
02.2025 - Current
  • Resolved computer and system networking problems to maintain user productivity.
  • Improved user satisfaction by promptly addressing and resolving technical issues.
  • Enhanced system performance by conducting regular maintenance, updates, and optimization of computer systems for Televisa - Univision.
  • Culled technology knowledge to perform IT troubleshooting, restoration, and maintenance services to maintain organizational performance levels.
  • Maintained documentation and resources regarding problem resolution for reference in future instances.
  • Providing user support via phone, remote and chat communications.
  • 10 - 15 calls per day and an average of 18 chats.

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.
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
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
  • Member of Maldef, 2006 to 2010
  • Video Production and Broadcasting of Cardinals TV
  • Cross Country for OHS Cardinals, 2008 to 2010

Languages

English
Spanish

Certification

Medical Interpreter

Overview

16
16
years of professional experience
4
4
years of post-secondary education
2
2
Certificates
Jonathan Hernández GuzmánMedical Interpreter / Customer Service Associate / Computer Support Specialist