Luis Fernando Cadena Plata

Customer Support Coach

Cloudbeds

Aug 2023 - Jul 2024 (1 year)

I assist properties using Cloudbeds solutions through different support channels concerning potential bugs, issues, or questions related to the company's various software offered to lodging businesses worldwide. Providing the best customer experience to our users drives my daily efforts, getting our clients' trust and building long-term relationships with them. Additionally, I leverage my experience in virtual assistance to streamline communication and support processes, ensuring that clients receive timely and effective assistance. Furthermore, I processed technical claims related to the app's functioning, which enhanced my understanding of the software and allowed me to provide more informed support to our users.

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Senior Agent - Trainer

MoGi Group -TransPerfect

Feb 2020 - Feb 2023 (3 years 1 month)

My main task was the training, retraining, and mentoring of customer support agents in the functioning and different features of a well-known mobile game so that they could handle general inquiries about the product. I also trained them in the proficient reading and understanding of the app's logs to determine whether claims by customers reporting issues or bugs were supported by evidence. I was also in charge of spotting live issues and escalating them to developers, writing system status hourly reports, and handling GDPR-related tasks. Additionally, I provided virtual assistance by offering technical support to customers and conducting virtual internal administrative tasks, which contributed to the overall organization and efficiency of t

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Editorial Services Reviewer and TL

PwC – Argentina SDC

Jul 2018 - Oct 2019 (1 year 4 months)

I conducted the linguistic master review (proofreading) of business and accounting reports written in English by PwC's financial analysts in the scope of the multiple consultancy services offered by PwC for companies of all scales from all around the world. I led a team of three professional translators who performed the initial proofreading review and was also the point of contact with other PwC engagement teams across Europe to define the terms and deadlines of language editing projects on a per-request basis. Additionally, I provided administrative assistance by updating editorial Standard Operating Procedures (SOPs) to ensure alignment with the company's requirements, thereby enhancing the overall efficiency and quality of our editorial

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EN<>ES Translator and CSR

LYFT - SITEL

Jun 2017 - Feb 2018 (9 months)

My job involved translating Lyft's (a US ride-sharing company) customer support tickets from Spanish to English for other departments to handle. I also provided customer support to English- or Spanish-speaking Lyft's service providers sending written claims and inquiries dealing with payments.

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EN<>ES Translator, Logistics Coordinator and CSR

SCUDO SPORTS WEAR LLC

Apr 2016 - Feb 2017 (11 months)

I was in charge of translating customized cycling apparel design requests from customers worldwide to Spanish-speaking graphic designers. I also coordinated shipment logistics to the US, from where orders were distributed worldwide. Additionally, I dealt with customers from step 1 and guided them through ordering customized and shop garments produced by the company. Furthermore, I provided virtual assistance by acting as the primary point of contact for the company's head, facilitating smooth operations across production, logistics, customer service, and sales processing, despite the production facility being located in Bogotá, Colombia, while the company was based in the U.S.

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EN<>ES Translator and Consecutive Interpreter

Al masar recruitment services

Aug 2012 - Nov 2015 (3 years 4 months)

My job consisted of consecutively interpreting coordination meetings concerning all of the company's departments, as well as live lectures and training activities on different subject matters, such as first aid, healthcare, risk management and control, physical and personal security, logistics, telecommunications, navigation, logistics, and more, from English to Spanish and vice versa. I was also assigned the translation of training syllabi, SOPs, directives, and documents of all sorts issued by management or staff working for any of the company's areas from English to Spanish and vice versa.

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Functional Tester and EN<>ES Translator

ControlBox Corp.

Jun 2011 - May 2012 (1 year)

In my role as a Functional Tester and EN<>ES Translator, I was responsible for translating software development requests and bug reports issued by ControlBox and ControlMoney's corporate clients, specifically in the logistics coordination and money-transfer SaaS sectors, from English to Spanish. After developers completed each service request, they sent them back to me for testing on stage to ensure functionality met expectations before presenting to clients for production release. Additionally, I processed technical claims and questions related to the company's software products,

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Bilingual Inbound Sales Rep

Avanza s.a

Feb 2010 - Nov 2010 (10 months)

My job involved booking and selling flights offered by Aires S.A. (now LAN) to English-speaking customers. I was also in charge of translating service requests sent to other administrative areas in the company from English into Spanish.

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Offsite ES-EN Translator

SICHER HELICOPTERS S.A.

Feb 2009 - Dec 2009 (11 months)

My job comprised translating two technical manuals (approximately 400 pages each) related to helicopter specifications and the company's operations. The company was looking forward to getting an airworthiness certificate issued by the AAF (American Aviation Federation) to use US airspace. These manuals were translated from Spanish to English, and eventually, the company got the certificate it was aiming for at that time.

EN<>ES Translator and Consecutive Interpreter

Tata Consultancy Services

Aug 2008 - Dec 2008 (5 months)

I was responsible for the consecutive interpretation of technical meetings intended to migrate the administration of a Colombian bank's SaaS from a local software consultancy company to TATA. I worked hand-in-hand with an Indian software developer assigned to dealing with the transition process from start to completion.

Luis Fernando Cadena Plata

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