Jony Díaz

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Bilingual Technical Support Specialist

Optimum USA

Nov 2024 - May 2025 (7 months)

• Provided bilingual (English/Spanish) technical support for telecommunications services, focusing on efficient problem-solving and customer retention. • Conducted insurance verification for customers reporting damaged equipment, assessing service plan or insurance coverage to determine eligibility for replacement or repair costs before processing requests. • Delivered remote technical support for internet and cable services via phone and email, consistently meeting Service Level Agreement (SLA) requirements. • Proactively identified and capitalized on upsell opportunities, qualifying leads and successfully offering home service packages (cable, internet, phone), resulting in the highest Key Performance Indicator (KPI) in sales across the t

Medical Interpreter

Interactive Contact Center

Jan 2022 - Jan 2023 (1 year 1 month)

• Delivered real-time interpretation for 500+ medical consultations, ensuring accuracy in diagnoses and treatment plans. • Collaborated with multidisciplinary teams in hospitals/clinics, maintaining compliance with HIPAA (U.S. medical confidentiality standards). • Performed phone and remote medical interpretation, facilitating clear communication between patients and healthcare providers. • Managed appointment scheduling and insurance verification processes to ensure patient eligibility and streamlined administrative workflows, utilizing internal verification and ticketing systems. • Documented all interpretation sessions and updated patient records within the CRM, ensuring data accuracy, maintaining strict confidentiality, and facilitating

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Medical Interpreter

Language Line Solutions

Jan 2021 - Jan 2022 (1 year 1 month)

• Facilitated communication during emergency procedures and surgeries, reducing language barriers in 98% of cases. • Trained new interpreters in medical protocols and digital tools. • Provided on-demand phone interpretation for medical and administrative calls, ensuring accurate and neutral communication between patients and providers, thereby directly supporting communication flow and patient understanding. • Actively supported appointment scheduling, insurance verification, and patient verification processes, which required meticulous attention to detail and adherence to procedural guidelines, complementing the core interpretation responsibilities. • Documented all interactions meticulously using internal ticketing and CRM systems, demons

Sales Agent

Allied Global

Mar 2018 - Aug 2018 (6 months)

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