Vladimirrovitch Guevara D.

Hello! 👋 👋 Professional Overview Results-driven and highly adaptable Call Center Professional with over 4 years of experience in the customer service industry. Proven track record working in fast-paced environments as a Supervisor, Quality Analyst (QA), and Subject Matter Expert (SME). Skilled in delivering exceptional customer experiences, optimizing team performance, and ensuring service excellence across multiple channels. Fluent in English, French, Spanish, and Haitian Creole, enabling effective communication with diverse global clients and customers. 💼 Core Competencies 📞 Customer Service Excellence (Voice, Chat, Email) 📅 Appointment Scheduling & Calendar Management 📊 Data Analysis & Reporting (Performance Metrics, KPIs) 🌍 Multilingual Interpretation & Translation 🧑‍💼 Team Leadership & Coaching (Supervisor Experience) 🔍 Quality Assurance & Call Monitoring 🧠 Process Improvement & Training (SME Expertise) ⏱️ Time Management & SLA Compliance 🧩 Services I Offer 1. Customer Support (Multichannel) Provide professional and empathetic support via phone, chat, and email. Skilled in handling high call volumes while maintaining customer satisfaction. 2. Appointment Scheduling & Coordination Efficiently manage calendars, bookings, reminders, and follow-ups to ensure seamless operations. 3. Data Analysis & Reporting Analyze call center metrics such as AHT, CSAT, FCR, and generate actionable insights to improve performance. 4. Multilingual Interpretation Real-time interpretation and translation services in: English 🇺🇸 French 🇫🇷 Spanish 🇪🇸 Haitian Creole 🇭🇹 5. Quality Assurance (QA) Monitor calls, evaluate agent performance, provide feedback, and ensure compliance with company standards. 6. Training & SME Support Assist in onboarding new agents, creating training materials, and acting as a knowledge resource for teams. 📈 Professional Experience Highlights ✔️ Led teams as a supervisor, improving productivity and customer satisfaction ✔️ Worked as QA Analyst, ensuring service quality and compliance ✔️ Acted as SME, supporting operations and training new hires ✔️ Handled international customers across multiple industries ✔️ Improved KPIs through data-driven decision-making 🌍 Languages English: Fluent French: Fluent Spanish: Fluent Haitian Creole: Native/Fluent 🛠️ Tools & Systems CRM Systems: Salesforce, Zendesk, Freshdesk Communication: Slack, Microsoft Teams, Zoom Data Tools: Excel, Google Sheets, Power BI (basic/intermediate) Scheduling: Calendly, Google Calendar Dialers: Five9, RingCentral, Avaya ⭐ Why Choose Me? ✔️ 4+ years of proven call center experience ✔️ Multilingual communication advantage ✔️ Leadership and QA expertise (rare combination) ✔️ Strong problem-solving and customer-first mindset ✔️ Reliable, detail-oriented, and performance-driven 📩 Let’s Work Together I am committed to delivering high-quality service and helping your business grow through excellent customer support and efficient operations. 👉 Available for short-term and long-term projects. Feel free to contact me—I'm ready to bring value to your team! Let’s discuss how I can support your goals! Best regards, Vladimir Duverna Multilingual Interpreter | Customer Service | Educator 📍 Native in: French & Haitian Creole | Fluent in: English & Spanish Let’s work together to build stronger customer relationships, interpretations and solve problems faster, and take your customer experience to the next level.