Fiorela Villalta
Team Leader | Sales | Customer Service | Translation
Summary
Client-focused and results-driven professional with over 10 years of experience in customer support, team leadership, and client onboarding. Proven track record in managing client relationships, resolving inquiries efficiently, and improving operational workflows. Bilingual in English and Spanish, with strong communication and problem-solving skills.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Supply Team Lead
Upwards
01.2024 - 04.2025
- Led a team of 6 to onboard new providers, boosting conversion rates through targeted coaching and optimized workflows.
- Streamlined onboarding processes to enable faster and more effective service delivery.
- Conducted quality assurance, reducing errors and enhancing client satisfaction.
- Facilitated bilingual communication, translating internal and external documents to support client understanding.
- Collaborated with cross-functional teams to improve client experience and alignment with strategic goals.
Supply Ops Coordinator
Upwards
03.2023 - 01.2024
- Managed inbound and outbound communication with providers, ensuring seamless onboarding.
- Conducted quality checks and resolved client inquiries swiftly and accurately.
- Provided training and support to new team members, enhancing team productivity.
- Supported different departments with Spanish translations and subsidy program enrollments.
Customer Service Representative
Telus International
05.2019 - 03.2023
- Delivered exceptional customer support through calls, chats, and emails for U.S.-based clients.
- Handled complex client cases, providing accurate information and resolving issues promptly.
- Assisted with real estate appraisals by coordinating appointments and managing documentation.
- Trained new hires and served as backup supervisor, ensuring service continuity and quality.
Administrative Assistant
Distribuidora Avalos
01.2012 - 01.2018
- Managed distribution processes, inventory, and financial transactions.
- Ensured smooth operations by organizing logistics and maintaining client relationships.
Education
English Major - Specialization in Translation and Interpretation
Universidad Francisco Gavidia
01.2012 - 03.2019
Skills
- Client Communication
- Problem Solving & Critical Thinking
- Customer Support (Email, Chat, Phone)
- Team Leadership & Training
- Process Improvement & Documentation
- Quality Assurance
- Time Management & Multitasking
- Bilingual Communication (English/Spanish)
- Microsoft Office Suite
Timeline
Supply Team Lead
Upwards
01.2024 - 04.2025
Supply Ops Coordinator
Upwards
03.2023 - 01.2024
Customer Service Representative
Telus International
05.2019 - 03.2023
Administrative Assistant
Distribuidora Avalos
01.2012 - 01.2018
English Major - Specialization in Translation and Interpretation
Universidad Francisco Gavidia
01.2012 - 03.2019
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