hugo alberto ochoa ochoa

Virtual Receptionist & Interviewer

Smith.ai

Sep 2020 - Oct 2025 (5 years 2 months)

Managed high volumes of inbound calls, messages, and scheduling requests for multiple client accounts across different industries. Delivered professional customer interactions while maintaining accuracy, responsiveness, and client communication standards. Conducted structured interviews for candidates, evaluating communication quality and professionalism. Documented customer interactions, appointment details, and recurring issues for internal follow-up and service continuity. Balanced multiple conversations and tasks simultaneously in a fully remote environment.

Medical Interpreter

Stratus Video

Aug 2017 - Aug 2020 (3 years 1 month)

• Facilitated real-time bilingual communication between parties in fast-paced, high-volume service environments • Maintained accuracy and professionalism while handling sensitive, urgent, and emotionally charged interactions • Documented and communicated critical information clearly to support effective issue resolution • Worked under strict quality standards, performance expectations, and time-sensitive workflows

Customer Service Interpreter

Human Quality

Aug 2015 - Aug 2017 (2 years 1 month)

• Supported bilingual customer interactions across multiple service environments through real-time interpretation • Ensured clear communication, accuracy, and service continuity during live customer interactions • Adapted quickly to different systems, workflows, and customer scenarios • Worked within performance-driven environments with quality and productivity expectations

Receptionist

Volaris

Oct 2014 - Aug 2015 (11 months)

Assisted passengers with check-in, documentation verification, boarding support, and travel-related inquiries. Resolved customer concerns while maintaining professionalism in high-traffic service environments. Coordinated with operational teams to support efficient passenger processing.

C

Customer Service Agent -> Tier 2 Support -> Supervisor

Sep 2009 - Oct 2014 (5 years 2 months)

Resolved customer inquiries related to billing, account concerns, and technical support issues. Handled escalated customer cases requiring problem-solving and professional conflict resolution. Promoted into leadership based on performance, reliability, and service quality. Trained and coached team members on customer service standards, call handling, and operational expectations. Monitored team performance and contributed to maintaining client satisfaction metrics.

hugo alberto ochoa ochoa

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