Erika Elí Domínguez Carrillo Agile Project Management | ITIL-4 | Lean

Service Desk Administrator

Superior Industries

Jul 2023 - Current (3 years 3 months)

※ Applying ITIL frameworks to design and standardize IT processes and workflows globally, ensuring operational consistency across North American (NA) and European (EU) manufacturing sites.

※ Using Continuous Improvement, Lean Six Sigma and Agile methodologies to identify and eliminate waste, specifically reducing time-to-resolution and optimizing asset utilization, to improve overall service delivery.

※ Analyzing job positions through work codes and departments to audit and refine user groups within the ERP system, ensuring appropriate access and seamless functionality for NA users.

※ Designing complex Jira projects from the ground up, including custom requirement evaluation, automated triggers, SLA con

Video Medical Interpreter

AMN Healthcare Language Services

Jan 2019 - Jan 2023 (4 years 1 month)

※ Transitioned from telephonic to Video Remote Interpreting (VRI), maintaining a professional, composed presence on camera while facilitating critical medical communication between patients and healthcare providers.

※ Adhered to strict healthcare protocols and privacy regulations, ensuring seamless, high-fidelity communication in high-stakes environments such as emergency departments and specialty clinics.

※ Paid special attention to visual cues and body language to increase interpretation accuracy, ensuring that the tone, urgency, and emotional context of the medical encounter were fully preserved.

※ Effectively managed real-time communication flows, interpreting short, concise segments of complex medica

Medical Specialized Interpreter

LanguageLine Solutions

Jan 2016 - Jan 2019 (3 years 1 month)

※ Provided high-level, consecutive interpretation for complex medical scenarios, including emergency room triage, surgical consultations, and specialized diagnoses.

※ Demonstrated expertise in a vast range of medical fields—such as oncology, cardiology, and neurology—ensuring 100% accuracy in the transmission of diagnoses, treatment plans, and pharmaceutical instructions.

※ Operated under strict HIPAA guidelines, maintaining total confidentiality and data privacy while navigating sensitive and life-critical information.

※ Acted as a bridge during high-stress medical emergencies, de-escalating miscommunication issues, and ensuring that both healthcare providers and patients had a perfect understanding of

Business Analyst for the VP of Operations

IDEAL CONTACT CENTER

Sep 2015 - Oct 2016 (1 year 2 months)

Appointed directly by the VP of Operations, I served as a hybrid strategic analyst and executive assistant, acting as a vital liaison between the company and our long-term enterprise clients. My role was focused on maintaining high-level relationships while simultaneously identifying and creating opportunities within new markets.

Utilizing Salesforce as a primary CRM, I specialized in identifying new business prospects and conducted market research to support executive decision-making.
Beyond analysis, I managed the operational logistics for the VP, coordinating high-priority meetings, raising financial requisitions, and managing all necessary requirements for critical site visits and client on-boarding. This role bridge th

F

ESL English Teacher

Fujigaoka Kindergarten 藤が丘幼稚園

May 2015 - Aug 2015 (4 months)

I had the opportunity to manage four classrooms of kindergarteners over in Fujigaoka, Japan (just outside Osaka), as an English teacher.

I was able to foresee that a "one-size-fits-all" teaching method would fail to engage every child, so I acted proactively. I identified the different learning styles present (kinesthetic, visual, spatial, musical, etc.) and worked on designing custom solutions for each group.

Using my creative experience, I designed, illustrated, and printed interactive games that completely transformed the classroom experience for the children. It broke down the language barrier and turned it into highly engaging, play-based learning.

By the end of my stay, all 128 children were capable of

Workforce Management (WFM) Specialist – Mission Control

Teleperformance Mexico

Feb 2015 - May 2015 (4 months)

※ Acting as the primary operational bridge between enterprise clients (FedEx, Stream Energy, Health Net) and internal customer service teams.

※ Monitored real-time operational data and business-critical KPIs, continuously auditing performance to ensure that service delivery met or exceeded strict client criteria and Service Level Agreements (SLAs).

※ Analyzed live staffing variables—specifically balancing the ratio of available employees against the required number of agents on call—to maintain workforce compliance, prevent service drops, and guarantee high-quality support.

※ Served as the first-line "Crisis Solver" during technical outages, spearheading escalation protocols to communicate critical syste

Bilingual Customer Service Representative – FedEx

Teleperformance Mexico

May 2014 - Feb 2015 (10 months)

※ Served as the primary point of contact for customer inquiries, acting as the face of the brand to build trust and ensure high levels of customer satisfaction.

※ Navigated proprietary internal FedEx tools to investigate, troubleshoot, and resolve logistical inquiries and delivery exceptions.

※ Earned early recognition from leadership for rapidly mastering campaign procedures and applying out-of-the-box thinking to solve complex customer issues.

※ Effectively de-escalated high-tension situations, utilizing empathetic communication to leave clients with a sense of resolution and serenity.

Erika Elí Domínguez Carrillo

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Erika Elí Domínguez Carrillo

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