Language Line Solutions | Performance Supervisor | 2023-2024
As Performance Supervisor at LLS, I led a team of interpreters across multiple regions, ensuring consistent quality and adherence to performance standards. I collaborated with cross-functional teams to develop and implement training programs, monitor key performance indicators (KPIs), and optimize workflows to improve client satisfaction and operational efficiency. By analyzing performance data, I provided actionable insights that drove continuous improvement, and effectively managed resource allocation to meet global demand. My role was critical in fostering a culture of excellence, increasing team productivity, and enhancing service delivery across international markets.
Language Line Solutions | Operations Team Lead | 2018-2023
Managed a team of 200+ interpreters, overseeing day-to-day operations, scheduling, and performance monitoring to ensure service quality and client satisfaction. I developed and implemented performance improvement strategies, resulting in a 15% reduction in service escalations and a 20% increase in interpreter efficiency. I worked closely with cross-functional teams, including QA and Training, to standardize workflows, address operational challenges, and enhance team engagement. Through regular coaching, feedback sessions, and targeted training, I helped elevate team performance while maintaining high standards for interpreter quality and client service.
Language Line Solutions | Interpreter/Operations Team Lead-Relief | 2017-2018
Supported call center interpreters and customer agents on customer service questions, scheduling conflicts and troubleshooting system issues. Performed accurate interpreting between over-the-phone customers and LEP’s while providing the best customer service possible. Monitor communication floor. Utilize multiple software programs to track and report attendance, leaves of absence, and any issue outside the guidelines. Guide new hires regarding company policies and utilizing company software and systems. Maintain constant communication with team to best assist/delegate on any task as needed.
Administrative Office Team (Customer Front Desk/Record Keeper/Cashier) | Dick Poe Motors | 2016-2017
Assist administrative team with any task at hand as to best serve our customers, maintain impeccable company accounts and records, to ultimately achieve company goals. Primary contact for assisting customers as to best proceed with their issue. Process and dispose of documents with sensitive confidential information. Coordinate with vendors. Prepare a detailed daily report and bank deposit, as well as running daily system reports for all three partner dealerships and overseeing account entries are correct in company databases.
Social Media Management | Various Realtors | 2015-2016
Manage multiple social media pages for independent realtors as well as large construction companies. Work with team to ensure best strategy for each client. Delegated to our photography and graphic design team in a timely manner.
Utilized MLS and company software as reference for producing content on social media platforms to market their services and improve their sales. Coordinated as point of contact between the realtor and customer to best answer their questions and set meetings to view properties.
