KARLA GOROSTIAGA

813-***-**** ad4jml@r.postjobfree.com Lake Wales, FL

linkedin.com/in/karla-gorostiaga-449006260

Proven professional background as licensed First Responder, Emergency Medical Technician (EMT), and Firefighter with experience operating in fast-paced, high-volume environments. Expertise in inbound/outbound call center operations providing excellence in customer support roles for diverse operations including commercial insurance and emergency 911- dispatch services. Leverages bilingual fluency in English and Spanish to communicate effortlessly in multi-cultural settings. CERTIFICATIONS

First Responder License - EMT License - Firefighter License - Basic Life Saving (BLS) EDUCATION

High School Diploma

Armwood High School (2013)

EXPERIENCE

Interpreter

Cyracom Tampa, FL 2020 to Present

• Interprets English/Spanish conversations enabling communications between clients/customers in high-volume inbound call handling operations.

• Manages over 100 calls daily communicating multi-industry interpretations supporting emergency response, healthcare, medical services, insurance claims, and appointment scheduling.

• Maintains excellence in customer support ensuring enterprise account management and retention of high-value clients and agencies supported.

Emergency Medical Technician (EMT)

Americare Seffner, FL 2018 to 2020

• Responded to 5-10 emergency calls daily as part of 2-person ambulance crew; conducted intense site analysis, delivered basic and advanced lifesaving skills, and provided ad hoc patient care.

• Managed 6-figure inventory consisting of high-value medical devices and healthcare resources enabling on-demand and rapid response of emergency services covering 4th largest populated county in state. Customer Service Representative

GDIT Tampa, FL 2016 to 2018

• Provided bilingual communication support and customer services for over 100 calls daily and nationwide client base; assisted claims processing, escalated customer inquiries, and educated customers on insurance benefits. 911 Dispatcher

Plant City Police Department Plant City, FL 2015 to 2016

• Dispatched and coordinated first responders ensuring proper positioning to respond to emergency situations enhancing safety and security for 40K residents.

• Collaborated with 3-person team and handled English/Spanish translations as sole Spanish-speaking dispatcher; communicated flawlessly supporting 30 calls per shift. Inside Tech Sales Representative

Metro PCS Tampa, FL 2013 to 2015

• Engaged 50 customers daily providing technical support and enabling sales strategies in client-facing retail sales space; delivered high contract close rate yielding recurring revenue. SKILLS

Emergency Response - Call Center Operations - Dispatch Operations - Inventory Control - Customer Services - Client Success Self-Starter - Team Leader - Team Player - Innovative Problem Solving - Cross-Functional Collaboration Relationship Building - Analytical - Detail-Oriented - Strong Verbal, Written, and Interpersonal Communication Skills Microsoft Office Suite to include MS Excel, Outlook, PowerPoint, & Word