Summary
Overview
Work History
Skills
Timeline
Generic
Ruben Ovalles

Ruben Ovalles

Customer Service Associate
Santo Domingo Este

Summary

Dynamic Customer Service/Retention associate with proven success as leader, leveraging de-escalation techniques and creative solutions to enhance client relationships. Achieved a significant reduction in account cancellations through effective communication and strategic problem-solving. Skilled in upselling and fostering brand awareness, driving team performance and customer satisfaction.

Overview

20
20
years of professional experience
2
2
Languages

Work History

Over The Phone Interpreter

Voyce
12.2017 - 06.2024
  • Facilitated accurate and culturally sensitive communication between patients and healthcare professionals, ensuring informed decision-making and ethical care delivery.
  • Supported LEP (Limited English Proficiency) patients through discharge planning, medication instructions, and follow-up care education.
  • Maintained up-to-date knowledge of HIPAA regulations and medical protocol to ensure compliance and patient privacy at all times.


Supervisor

Dream Reach Virtuals
01.2015 - 03.2017
  • Revamped coaching techniques and introduced strategic performance tracking to help agents overcome objections and sharpen their sales skills. These initiatives drove a jump in the team’s conversion rate from 54% to 63% in under a year.

Over The Phone Interpreter

LanguageLine Solutions
01.2009 - 05.2014
  • Managed high call volumes effectively, maintaining consistent performance levels even during peak times.
  • Provided efficient language assistance in emergency situations, contributing to the well-being of affected individuals via timely communication support.
  • Continuously improved language proficiency through professional development courses, enhancing service quality for clients.

Customer Service for Sirius

Stream International
03.2005 - 04.2009
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.

Lead Generator

BABY2BEE
10.2007 - 08.2008
  • Generated high-quality leads by researching and identifying potential clients through various online platforms.
  • Delivered consistent results by setting achievable goals and working diligently towards achieving them each month.
  • Implemented data-driven approaches to identify trends in lead generation efforts, optimizing tactics for better results over time.
  • Developed and maintained lasting customer relationships through quick turnaround and strong communication skills.

Lead Supervisor

Datascencion
02.2004 - 02.2005
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Ensured smooth daily operations by addressing unforeseen challenges promptly and proactively.
  • Reduced employee turnover rate by creating a positive work environment and offering opportunities for professional growth.

Skills

  • Call center experience
  • Creative solutions
  • Client relationship building
  • Brand awareness
  • Retention strategies
  • De-escalation techniques
  • Upselling strategies
  • Persuasion techniques

Timeline

Over The Phone Interpreter

Voyce
12.2017 - 06.2024

Supervisor

Dream Reach Virtuals
01.2015 - 03.2017

Over The Phone Interpreter

LanguageLine Solutions
01.2009 - 05.2014

Lead Generator

BABY2BEE
10.2007 - 08.2008

Customer Service for Sirius

Stream International
03.2005 - 04.2009

Lead Supervisor

Datascencion
02.2004 - 02.2005

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Ruben OvallesCustomer Service Associate