Alberto Leonardo Luciano Lora
Freelancer
Santo Domingo
Summary
Bilingual professional fluent in English and Spanish with extensive experience in interpretation, customer service, and administrative support. Proficient in data processing, spreadsheet management, and advanced Excel functions, including data analysis, pivot tables, and reporting. Skilled in facilitating clear communication between diverse parties, translating complex concepts accurately, and maintaining cultural sensitivity. Adept at managing back-office tasks, including documentation, data entry, and workflow optimization, with strong attention to detail and organizational skills. Known for delivering excellent service, maintaining confidentiality, and thriving in fast-paced remote work environments. Seeking a remote position as an interpreter or back-office representative to leverage language proficiency, technical skills, and administrative expertise to support organizational success.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Interpreter
LSA
06.2024 - Current
- Provided accurate and culturally sensitive interpretation services between English and Spanish for diverse clients in real-time settings, including phone calls, meetings, and written correspondence.
- Facilitated effective communication between parties with language barriers in fields such as healthcare, legal, business, and customer service.
- Maintained strict confidentiality and professionalism while interpreting sensitive or confidential information.
- Accurately translated documents, emails, and other written materials from English to Spanish and vice versa, ensuring clarity and context were preserved.
- Assisted clients with understanding technical terms, idiomatic expressions, and cultural nuances to promote effective communication.
- Worked collaboratively with team members and external stakeholders to meet deadlines and uphold service quality standards.
- Adapted to high-pressure environments, providing consecutive and simultaneous interpretation in fast-paced or emergency situations.
- Developed a strong understanding of industry-specific terminology to deliver precise and contextually appropriate translations.
Quality Assurance Analyst
TransPerfect Connect
12.2022 - 05.2024
- Evaluated inbound and outbound customer interactions to ensure alignment with company standards, compliance requirements, and best practices.
- Designed and implemented quality assurance frameworks to measure agent performance and improve service consistency.
- Conducted performance trend analyses, identifying patterns and recommending targeted solutions to improve customer satisfaction and agent productivity.
- Partnered with supervisors and trainers to deliver actionable feedback, ensuring agents received continuous development and support.
- Led calibration sessions with team leaders to maintain consistent quality standards across the organization.
- Developed and maintained comprehensive QA reports, tracking performance metrics such as adherence, call accuracy, and customer satisfaction scores.
- Acted as a liaison between the QA team and management, presenting findings and proposing initiatives to optimize processes.
- Proactively identified gaps in policies or training materials and collaborated with relevant teams to address them.
- Monitored adherence to scripts, policies, and procedures to uphold service excellence and regulatory compliance.
Dispatcher
Avelino VIP
01.2022 - 10.2022
- Coordinated the scheduling and dispatching of drivers to transport loads across multiple states, ensuring timely pickups and deliveries.
- Communicated with drivers, shippers, and brokers to confirm load details, routes, and schedules, addressing any issues or delays promptly.
- Negotiated with brokers and shippers to secure profitable loads while maximizing driver efficiency and minimizing empty miles.
- Monitored real-time progress of shipments using GPS tracking and maintained constant communication with drivers to ensure smooth operations.
- Managed load documentation, including contracts, bills of lading, and compliance records, to ensure accuracy and adherence to regulations.
- Resolved transportation issues, such as route changes, equipment failures, and weather-related disruptions, by providing swift and effective solutions.
- Maintained a detailed database of load assignments, driver availability, and delivery statuses using dispatch management software.
- Built strong relationships with brokers, shippers, and drivers, fostering trust and reliability to enhance business partnerships.
- Consistently met or exceeded key performance metrics, including on-time delivery rates, load profitability, and driver satisfaction.
Quality Assurance Analyst
Acquire BPO
12.2020 - 12.2021
- Monitored and evaluated customer interactions across various channels (phone, email, chat) to ensure compliance with company policies, quality standards, and regulatory requirements.
- Conducted regular call reviews and provided detailed feedback to agents, highlighting strengths and identifying areas for improvement.
- Developed and updated quality scorecards and evaluation forms to align with organizational goals and enhance agent performance.
- Analyzed trends in customer interactions and agent performance data, presenting actionable insights to management for continuous process improvement.
- Collaborated with team leaders and trainers to design targeted coaching sessions and training programs based on evaluation results.
- Identified recurring customer pain points and recommended process or policy changes to improve overall customer satisfaction.
- Prepared detailed quality reports and dashboards for leadership, summarizing findings, trends, and recommendations.
- Assisted in calibrating quality standards by participating in cross-team calibration sessions to ensure consistency in evaluations.
- Contributed to creating a culture of excellence by recognizing top-performing agents and fostering a collaborative, feedback-driven environment.
Tech Support and Back Office Agent
New Tech Global
05.2019 - 07.2020
- Provided expert technical support to customers via phone, email, and chat, resolving hardware, software, and network-related issues efficiently.
- Diagnosed and troubleshot technical problems by asking probing questions and utilizing diagnostic tools to identify root causes.
- Guided customers through step-by-step solutions, ensuring clear and understandable communication regardless of technical proficiency.
- Documented all support interactions, solutions provided, and escalations in the company’s ticketing system for future reference.
- Collaborated with engineering and product teams to address unresolved technical issues and improve system performance.
- Educated customers on product features, updates, and best practices to prevent recurring issues and enhance user experience.
- Maintained up-to-date knowledge of the company’s products, services, and industry trends to provide accurate and relevant support.
- Consistently achieved performance metrics, including first-call resolution, average handling time, and customer satisfaction scores.
Customer Service Representative
Teleperformance
03.2016 - 01.2019
- Delivered exceptional customer support through phone, email, and chat, ensuring high levels of satisfaction and retention.
- Resolved customer inquiries and complaints by identifying issues, offering tailored solutions, and following up to ensure resolution.
- Processed orders, returns, and refunds accurately while adhering to company policies.
- Maintained detailed records of customer interactions using CRM systems to ensure seamless communication and follow-ups.
- Collaborated with internal teams to address and resolve complex issues, improving overall customer experience.
- Consistently met or exceeded key performance metrics, including response time, resolution rate, and customer satisfaction scores.
- Adapted to a fast-paced environment while managing multiple priorities and maintaining attention to detail.
Education
Marketing
UTESA
Sando Domingo 05.2001 -
Health And Physical Fitness
IDFF
Santo Domingo 05.2001 -
High School Diploma -
Instituto Técnico Fabio A. Mota
Santo Domingo Este, Dominican Republic 05.2001 -
Associate of Science - Nutrition
UNEV
Sando Domingo 01.2022 - Current
Skills
[Language] fluency
Cross-cultural communication
Fluent bilingualism
Professional ethics
Memory retention
Terminology management
Timeline
Interpreter
LSA
06.2024 - Current
Quality Assurance Analyst
TransPerfect Connect
12.2022 - 05.2024
Dispatcher
Avelino VIP
01.2022 - 10.2022
Associate of Science - Nutrition
UNEV
01.2022 - Current
Quality Assurance Analyst
Acquire BPO
12.2020 - 12.2021
Tech Support and Back Office Agent
New Tech Global
05.2019 - 07.2020
Customer Service Representative
Teleperformance
03.2016 - 01.2019
Marketing
UTESA
05.2001 -
Health And Physical Fitness
IDFF
05.2001 -
High School Diploma -
Instituto Técnico Fabio A. Mota
05.2001 -
Similar Profiles
EMILIANO MANUEL RAFAELEMILIANO MANUEL RAFAEL
Medical Interpreter at LSAMedical Interpreter at LSA
André VenterAndré Venter
Licensed Aircraft Maintenance Engineer at LSALicensed Aircraft Maintenance Engineer at LSA
Anne GarryAnne Garry
Customer Service Representative at LSACustomer Service Representative at LSA