Marilyn Marín Bravo Translator, CS Representative, Trainer, IT agent, teacher,

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INTERPRETER

TCP - Transperfect Connect

Jan 2024 - Current (2 years 4 months)

• Provide interpretation services on real time through phone calls to North American clients in Spanish and English. • Managing procedures and vocabulary for a huge variety of industries such as life science, retail & ECommerce, legal, travel & hospitality, technology, finance & banking, gaming, entertainment, digital marketing & advertising, and others.

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IT SUPPORT & QUEUE MANAGER / TRAINER

Lithia Motors, Inc.

Jan 2022 - Dec 2023 (2 years)

• Promoted to Sr Analyst III Infrastructure Services with Lithia Motors employees providing phone, email and non-voice IT support. • Provide IT Support service as Level 2 agent to Lithia Motors employees via phone calls and non-voice tickets. • Direct the IT Support service as Level 1 agent to Lithia Motors employees via outbound/inbound phone calls, as well as provide floor support to the Tier 1. • Operate the queue management for voice and non-voice team, and backlog (remaining opened tickets from self-service and phone agents). • Proposed and implemented a plan to handle incoming and backlog tickets, significantly reducing the responsiveness time of self-service tickets, from 7 days to 2 hours and achieving a great reduction in the a

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IT SUPPORT LEAD - MICROSOFT

Jul 2021 - Dec 2021 (6 months)

• Attended IT requirements for Microsoft employees through inbound calls, managing between 16 and 20 calls per day, based on internal procedures. • Responsible for the reimage of computers, including cleaning and maintenance necessary for optimal use. • Offered the troubleshooting service, according to the queries raised by employees with a ticketing system. • Received theoretical-practical training from Microsoft for one month, addressing all the programs, with the responsibility of having admin rights.

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ADMINISTRATIVE ASSISTANT

Intuit Inc

Oct 2020 - Mar 2021 (6 months)

• Developed administrative and accounting tasks for the Payout Department, as part of the technological platform focused on providing financial solutions. • In charge of validating and analyzing sensitive information regarding bank accounts and customer transactions. • Processed bitcoin payments, handling high volumes and ensuring high level attention to detail. • Generated reports of the daily operations, based on the internal standards, and presented to the Payout Department Manager. • Executed outbound calls to follow up on customer requirements, as well as prospect new ones.

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CUSTOMER SERVICE REPRESENTATIVE

Brainnest Consulting

Sep 2014 - Sep 2020 (6 years 1 month)

• Provided customer service via chat for the sportbook's clients, located in the US, Canada and Europe. • In charge of assisting clients in account access processes, password changes, betting account management, bonus management, among others. • Received training to support betting clients requirements, partnering with cross-functional departments to resolve issues in a timely manner. • Managed various payment methods used by the sportsbook, such as BTC, Money Gram, ACH, Bank Wires, Checks.

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Private Classes

Private

Jan 2014 - Current (12 years 4 months)

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Interpreter for

TCP - Transperfect Connect

• Provide interpretation services on real time through phone calls to North American clients in Spanish and English. • Managing procedures and vocabulary for a huge variety of industries such as life science, retail & ECommerce, legal, travel & hospitality, technology, finance & banking, gaming, entertainment, digital marketing & advertising, and others.

Marilyn Marín Bravo

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