Luis Sodel Mendoza

Bilingual professional with over 5 years of experience providing exceptional customer service in fast-paced environments in a e-commerce company called XB fulfillment located in Tijuana, BC, Mexico. Experienced in handling inbound calls, live chat, email support, order management, warranty assistance, and problem resolution while maintaining high customer satisfaction. Strong communication skills in both English and Spanish, with the ability to interpret accurately, build rapport with customers, and adapt quickly to new systems.

Proficient in remote work environments and committed to delivering professional, empathetic, and efficient service.

Medical Interpreter (Video Remote Interpretation - VRI) at EDLS (2026-06 – Present)

• Provided accurate and impartial English–Spanish video remote interpretation (VRI) for healthcare providers, patients, and their families.
• Facilitated clear communication during medical appointments while preserving the original meaning, tone, and intent of each speaker.
• Utilized effective note-taking techniques to ensure accuracy when interpreting lengthy or complex conversations.
• Maintained a professional appearance and demeanor during all video interpretation sessions.
• Demonstrated strong attention to detail by accurately conveying medical terminology, patient concerns, symptoms, and provider instructions.
• Adhered to strict confidentiality standards and complied with HIPAA regulations to protect patient privacy.
• Remained neutral and unbiased at all times, following the Interpreter Code of Ethics and Standards of Practice.
• Managed high-pressure situations with professionalism, empathy, and cultural sensitivity.
• Ensured accurate, complete, and culturally appropriate communication without adding, omitting, or altering information.
• Delivered excellent customer service while maintaining professionalism, active listening, and effective communication throughout every interaction.

Customer Service Representative (Tier 1 Agent Customer Happiness) at XB Logistics e-commerce (2021-11 – 2026-03)

• Assisted customers in English through inbound phone calls, live chat, and email.
• Processed product orders, exchanges, returns, and warranty claims.
• Resolved customer concerns while maintaining excellent customer satisfaction.
• Investigated shipment issues and coordinated solutions with internal departments.
• Documented customer interactions accurately using CRM platforms.
• Worked efficiently in a remote environment while consistently meeting quality and productivity goals.
• Maintained professionalism when handling escalated customer situations.

Senior Customer Support Representative (Tier 2 Escalation Specialist) at XB Logistics e-commerce (2021-11 – 2026-03)

• Served as a Tier 2 Escalation Specialist, handling complex customer issues that required advanced decision-making beyond Tier 1 support.
• Acted as the escalation point for Customer Service Representatives, providing guidance and approving resolutions for challenging customer cases.
• Exercised managerial-level authority to resolve escalated complaints by authorizing replacements, refunds, exchanges, warranty claims, store credits, gift cards, and customer satisfaction solutions.
• Worked directly with dissatisfied customers to de-escalate conflicts, restore trust, and achieve positive outcomes while protecting the company's interests.
• Documented customer interactions accurately using Gladly, Shopify, Zendesk, and internal CRM systems.
• Maintained high standards of customer satisfaction by delivering empathetic, solution-oriented service in a fast-paced remote environment.
• Demonstrated strong leadership, sound judgment, and effective decision-making while supporting Tier 1 agents and ensuring consistent application of company policies.

Front Desk Receptionist at Hotel Las Rosas Hotel & Spa (2016-08 – 2021-10)

• Welcomed and assisted guests throughout the check-in and check-out process.
• Managed reservations and answered customer inquiries in both English and Spanish.
• Coordinated with housekeeping and other departments to ensure excellent guest experiences.
• Processed payments and maintained accurate guest records.
• Resolved guest concerns professionally and efficiently.

English Language Assistant in an Elementary School at Educational Institution (2014 – 2014)

• Assisted students in developing English communication skills.
• Supported classroom instruction and educational activities.
• Encouraged student participation in spoken and written English.

Bachelor's Degree in Foreign Languages (English)