Ivonne Andrea Pico Ditterich

Freelance Translator

Blu Interpreter

Jan 2024 - Current (2 years 10 months)

 Translating official and general documents for renowned clients in humanitarian, marketing, and education fields.

Freelance Translator

Swap Translators

Oct 2021 - Current (5 years 1 month)

Translating documents for renowned clients such as Bancolombia Group, TÜV Rheinland Group, USCIS, and globally recognized educational agencies.
Developing templates and formats to optimize the management of future translation projects.
Translating up to 50 pages of official documents daily, including diplomas, certificates, civil records, letters, tax returns, asylum applications, financial documents, apostilles, engine homologation test reports, medical reports, and more.
Using CAT tools such as MemoQ and Phrase to ensure consistency and quality in general translation projects.
Updating and enriching glossaries through extensive terminological research.
Conducting workshops to enhance efficiency in format creatio

Quality Assurance Analyst

Teleperfomance

Jan 2021 - Sep 2022 (1 year 9 months)

Analyzing adherence to quality policies and procedures by monitoring agents
Executing coaching processes using internal standards for feedback and coaching
Executing the number of observations and feedback required per agent according to the client request or internal standards
Providing coaching and developing agents' opportunities by using effective interpersonal communication
Collecting top call drivers' data
Developing reports in Excel to inform about top call drivers and main opportunities found
Attending internal and external call calibration sessions
Observing potential inappropriate behaviors and providing real-time alerts that are followed by immediate actions (security rider)
Working close

Bilingual Customer Service Representative

Teleperformance

Nov 2019 - Jan 2021 (1 year 3 months)

 Answering customer questions and concerns, and providing accurate information through different channels (phone, chat, tickets)  Resolving issues on the first call, and escalating complex issues to the appropriate departments
Maintaining a record of customer interactions and updating relevant information in the database
Working with others to improve customer satisfaction
Providing feedback on call issues
Handling claims, complaints and routine and complex customer issues following established internal guidelines.
Keeping every customer engaged with a direct and friendly touch  Boosting the client's business by showcasing their products and services
Handling sensitive customer data with utmost care an

Ivonne Andrea Pico Ditterich

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Ivonne Andrea Pico Ditterich

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