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
1
1
year of professional experience
1
1
Certification
2
2
Languages
Work History
Spanish Medical Interpreter
Interactive Contact Center
08.2025 - Current
- 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
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
Spanish Medical Interpreter
Interactive Contact Center
08.2025 - Current
Service Agent 1
BlackHawk Network
08.2024 - 12.2024
High School Diploma -
Colegio Maya