Gedovsky Bernarly Volcy
Santo Domingo
Summary
Trilingual interpreter and customer service professional fluent in English, French, and Haitian Creole. Proven track record in delivering accurate and culturally sensitive interpretation for banking and contact center clients. Promoted to quality analyst for implementing process improvements and developing effective training materials. Proficient in quality monitoring and cross-cultural communication, with experience using CRM tools such as Salesforce and Amazon Connect.
Overview
4
4
years of professional experience
Work History
Quality Analyst
Alorica
Santo Domingo
10.2024 - Current
- Monitored and evaluated customer interactions against quality standards, documenting findings and trends to inform quality assurance initiatives.
- Created and maintained QA scorecards and reports, providing process-improvement recommendations to enhance service quality.
- Provide actionable feedback and coaching to agents to improve customer experience and compliance.
- Develop training materials (manuals, job aids, presentations) to support performance and onboarding.
Interpreter
Chase Bank
05.2023 - 06.2025
- Provided accurate, culturally sensitive interpretation between Haitian Creole/French/English, enhancing clarity for banking clients and staff.
- Facilitated communication between clients and staff during financial transactions, ensuring smooth processing and understanding.
- Clarify terminology and ensure mutual understanding to support issue resolution and customer satisfaction.
- Support high-volume interactions while maintaining accuracy, tone, and professionalism.
- Maintain confidentiality and follow interpreter ethics and call-handling protocols.
Customer Service Representative
Alorica
Santo Domingo
03.2022 - 10.2024
- Handled inbound customer inquiries, troubleshooting issues to deliver clear, empathetic resolutions that enhance customer satisfaction.
- Engaged with clients through email, chat, and phone to effectively address inquiries and provide timely support.
- Document interactions accurately in CRM/contact-center systems, including sensitive customer information.
- Provide multilingual support in Haitian Creole, English, and French.
- Escalated complex cases while adhering to policy, quality, and privacy guidelines to ensure appropriate resolution.
Education
High School Diploma -
Seminole Ridge High School
Florida06-2019
Coursera
Skills
- Haitian Creole and English and French
- Customer service and communication
- Quality analysis and process improvement
- Salesforce and Amazon Connect
- Microsoft Word and Excel
- Time management
- Team collaboration
Timeline
Quality Analyst
Alorica
10.2024 - Current
Interpreter
Chase Bank
05.2023 - 06.2025
Customer Service Representative
Alorica
03.2022 - 10.2024
High School Diploma -
Seminole Ridge High School
Coursera