Marco Cerna
Santa Tecla
Summary
Dedicated professional with extensive knowledge of service delivery and a strong track record of multitasking in fast-paced environments. Expertise in fostering professional relationships that enhance customer satisfaction and contribute to increased profitability. Proven ability to drive business results through effective communication and problem-solving skills. Committed to delivering exceptional service and creating positive experiences for clients.
Overview
2
2
years of professional experience
1
1
Certification
2
2
Languages
Work History
Estimates Coordinator Assistant
Nauak Able Hands
San Salvador
02.2026 - Current
- Calculate materials and labor costs related to projects assigned by management team. Send estimate proposal for client approval for property landscaping, construction, and maintenance projects.
- Elevated team productivity by streamlining preparation processes for company estimate coordinator leader's work revisions.
Spanish Medical Interpreter
Interactive Contact Center
08.2025 - 02.2026
- Served as an essential resource during emergency situations involving non-English speaking patients, providing life-saving information in realtime.
- Maintained strict confidentiality when handling sensitive patient information following HIPAA guidelines.
- Promoted cultural awareness among healthcare staff, fostering an inclusive environment for all patients regardless of language background.
- Bridged language barriers, allowing Spanish-speaking patients to have equal access to healthcare services.
Service Agent 1
BlackHawk Network
08.2024 - 12.2024
- Provided phone-based customer support to clients, resolving issues with gift cards, prepaid cards. Demonstrated strong performance through multiple promotions, including leadership roles in a new line of business and high-priority customer service operations requiring exceptional service standards.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Exceeded performance goals consistently, earning recognition for outstanding service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
High School Diploma -
Colegio Maya
Zaragoza06-2024
Internships & Service
- Internship–National San Rafael Hospital (2024): Assisted doctors and nurses with daily activities and experienced a real shift inside a public hospital in El Salvador.
- Internship–Antiguo Cuscatlan Community Clinic (2024): Assisted the clinic's nurse by doing the initial walk-in patient assessment (triage). Where I learned to read blood pressure, heart rate, weight, and temperature. Assisted doctors and nurse in emergency situations with patients such as stitching and strokes.
- Community Service–Medical Missions Helping Hands (2024/2025): Served as a on site interpreter for English speaking providers in underserved areas in El Salvador. Learnt medicine names and with what symptoms you prescribe them.
- Cunas de Carton (2024): Created baby cribs out of cardboard which included a small mattress, sheets, formula, and food for mothers with economic hardships.
- Teleton (2023): Assisted by building multiple wheelchairs. Teleton is a non-profit organization and annual televised fundraising event dedicated to providing free, comprehensive physical rehabilitation services to children and adults with motor disabilities.
Skills
Effective time management
Advanced English proficiency
Effective customer service skills
Detail-oriented
Excellent conflict resolution skills
Leadership
Active listening
Adaptable learner
Basic-Intermediate Excel proficiency
Clear Written/Oral communication
Clear verbal communication
Certification
Duolingo English Test – Score 140/160 (CEFR C1).
Timeline
Estimates Coordinator Assistant
Nauak Able Hands
02.2026 - Current
Spanish Medical Interpreter
Interactive Contact Center
08.2025 - 02.2026
Service Agent 1
BlackHawk Network
08.2024 - 12.2024
High School Diploma -
Colegio Maya