Hi, I’m
Alba Thompson
Santo Domingo
Summary
With 10 years of experience in the BPO industry, I bring strong customer service skills to the table. I have extensive experience in appointment scheduling, sales and medical legal assistance. Proven ability to provide exceptional support to clients in both Spanish and English, ensuring a positive customer experience. Skilled in managing appointment calendars, verifying information, and coordinating with medical and legal professionals to optimize efficiency. Adept at handling inquiries, resolving conflicts, and maintaining confidentiality in compliance with regulations. Committed to fostering strong relationships with clients and contributing to a collaborative team environment.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
7
years of professional experience
1
Certification
Work History
Propio
Medical/Legal Interpreter
08.2024 - Current
Job overview
- -Provided real-time interpretation services for clients in various industries, including medical, legal, and business.
- -Facilitated clear communication between English and Spanish/Portuguese speakers during phone calls and video conferences.
- -Accurately interpreted conversations, ensuring cultural and contextual understanding.
- -Maintained confidentiality and adhered to professional standards of conduct and ethics.
- -Handled a high volume of interpretation sessions, meeting performance, and accuracy metrics.
- Managed high-pressure situations with composure, ensuring continuity of interpretation services during heated courtroom exchanges.
- Improved client satisfaction rates by delivering culturally-sensitive interpretations that took into account linguistic nuances.
Schneider Center for Plastic Surgery
Appointment setter
07.2023 - 12.2024
Job overview
- -Engaged with potential and existing customers to promote IHG’s hotels, resorts, and loyalty programs.
- -Assisted customers with booking reservations, and providing detailed information on room availability, pricing, and hotel amenities.
- -Upheld IHG’s brand standards by delivering personalized recommendations to enhance customer satisfaction and loyalty.
- -Processed payments, modifications, and cancellations of reservations while ensuring accuracy and adherence to company policies.
- Utilized CRM system to track and manage leads, keeping appointments organized.
PepBoys
Customer Service Representative
03.2021 - 12.2024
Job overview
- -Provided remote customer service support, assisting users with issues related to Goalline’s sports management software.
- -Handled inquiries regarding account setup, software functionality, and troubleshooting technical problems.
- -Responded to customer queries via email, phone, and live chat, ensuring prompt and professional service.
- -Guided users through software features, helping sports organizations manage registrations, schedules, and payments efficiently.
- -Collaborated with the technical support team to escalate and resolve complex issues.
- -Maintained detailed records of customer interactions and feedback to improve service processes and enhance user experience.
- -Managing customers over the phone, chat and email.
Transperfect
Medical/Legal Interpreter
08.2023 - 05.2024
Job overview
- -Provided real-time interpretation services for clients in various industries, including medical, legal, and business.
- -Facilitated clear communication between English and Spanish/Portuguese speakers during phone calls and video conferences.
- -Accurately interpreted conversations, ensuring cultural and contextual understanding.
- -Maintained confidentiality and adhered to professional standards of conduct and ethics.
- -Handled a high volume of interpretation sessions, meeting performance, and accuracy metrics.
- Facilitated communication between law enforcement officers and non-English speaking individuals during interrogations, promoting fairness throughout the process.
Akumin
Medical Appointment Setter
12.2022 - 07.2023
Job overview
- -Scheduled and coordinated appointments for patients across various diagnostic imaging services.
- -Assisted patients with selecting appropriate dates and times based on availability and medical needs.
- -Provided patients with pre-appointment instructions, including preparation requirements for imaging procedures.
- -Answered patient inquiries regarding services, insurance coverage, and appointment logistics.
- Set appointments with salespeople and potential customers.
- Prioritized tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
Samsung
Technical support
05.2020 - 05.2021
Job overview
- -Provided technical assistance to customers for a wide range of Samsung products, including smartphones, tablets, smart TVs, and home appliances.
- -Diagnosed and resolved hardware, software, and connectivity issues through troubleshooting over the phone, chat, or email.
- -Guided customers through product setup, configuration, and firmware updates.
- -Handled escalated technical problems and collaborated with higher-level support teams when necessary.
- -Assisted customers with warranty claims, repairs, and service center referrals.
- -Documented customer interactions, technical issues, and resolutions to maintain accurate records.
- -Delivered a high level of customer satisfaction by offering clear, timely, and effective solutions to technical challenges.
IHG (InterContinental Hotels Group)
Sales Associate
07.2018 - 05.2020
Job overview
- -Engaged with potential and existing customers to promote IHG’s hotels, resorts, and loyalty programs.
- -Assisted customers with booking reservations, and providing detailed information on room availability, pricing, and hotel amenities.
- -Upheld IHG’s brand standards by delivering personalized recommendations to enhance customer satisfaction and loyalty.
- -Processed payments, modifications, and cancellations of reservations while ensuring accuracy and adherence to company policies.
- Built relationships with customers to encourage repeat business.
Education
Universidad Autónoma de Santo Domingo
Bachelor of Engineering (BEng)
Instituto Cultural Dominico Americano – ICDA
English as a second language
Technological Institute of the Americas (ITLA)
Graphic Design
Skills
- Proactive and self-motivated
- Problem-Solving
- Multi-tasking
- Report writing and presenting
- Critical thinking skills
- Excellent communication skills
- Strong interpersonal skills
- Exceptional organisational skills
- Stress tolerance
- Legal document translation
- Memory retention
- Language fluency
- Note-taking techniques
- Legal terminology expertise
- Simultaneous interpretation
- Problem-solving
- Attention to detail
- Time management
- Multitasking
- Excellent communication
- Critical thinking
- Organizational skills
- Active listening
Certification
1 year of experience
- Appointment setter-, Akumin- 1 years
3 years experience
- Medical Interpreter-, PROPIO - 2 years
- General Interpreter-, Transperfect - 1 year
1.5 year of Experience
- Virtual Assistant-, Tristate Camera
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
French
Elementary (A2)
Timeline
Medical/Legal Interpreter
Propio
08.2024 - Current
Medical/Legal Interpreter
Transperfect
08.2023 - 05.2024
Appointment setter
Schneider Center for Plastic Surgery
07.2023 - 12.2024
Medical Appointment Setter
Akumin
12.2022 - 07.2023
Customer Service Representative
PepBoys
03.2021 - 12.2024
Technical support
Samsung
05.2020 - 05.2021
Sales Associate
IHG (InterContinental Hotels Group)
07.2018 - 05.2020
Instituto Cultural Dominico Americano – ICDA
English as a second language
Technological Institute of the Americas (ITLA)
Graphic Design
Universidad Autónoma de Santo Domingo
Bachelor of Engineering (BEng)
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