Bilingual Linguist - Client Relations & Training Expert
Resume:
Natallia Shuranava Cano 917-***-**** **************@*****.***
Natallia Shuranava Cano 917-***-**** **************@*****.***
Enthusiastic and highly skilled linguist and people lover offering 10+ years of experience delivering quality, responsive interpretation services. Leverage articulate and influential communication style to communicate with customers, clients, and colleagues from diverse backgrounds. Excel in training, developing and evaluating customer service teams to ensure high performance.
Core Expertise:
Multilingual Interpretation Client Relations Quality Assurance Internal Controls Conflict Resolution Team Supervision
Performance Management Training and Development Call Center Course Instruction
Professional Experience
Office Manager Upper West SPA
April 2024 – Present
Directing and administrating daily operations of Medical SPA
Quality assurance
Ensuring excellent customer service is provided to high end clientele
Crisis management for providers and clients in high pace working environment
Building strong professional bond
Communication in person, over the phone, and online with new clients and with loyal clientele
Management of online orders
Sales
Product knowledge
Training of new employes
Clientele education
Beauty Consultant PureCare Pharmacy February 2025 - February 2026
Skincare consultations
Creating personalized skincare regiment based on client’s needs and requests
Product knowledge of multiple international skin care brands
Administration of the inventory
Sales
Office Manager Karina NYC Dec 2022 – Jan 2024
Directed and administered all clients operations to include but not limited to client service and registration (check-in/check-out), office inventory and availability, client service standards and initiatives, product quality cost controls and overall profitability brand, marketing initiatives developed by the revenue team, systems use and management budgeting and forecasting department management policy and procedure implementation and enforcement and meeting participation and facilitation
Monitored and developed associate performance to include but not limited to providing supervision and professional development, scheduling, conducting counseling, and evaluations and delivering recognition and reward
Monitored and assessed service and satisfaction trends, evaluated and addressed issues and made improvements accordingly
Ensured associates have current knowledge of products, services, facilities events, pricing and policies and knowledge of the local area and events
Resolved clients issues and concerns to clients satisfaction
Quality Assurance Coordinator Maximus – New York May 2022 - Dec 2022
Developed, maintained and applied an effective quality assurance program for Central office operations and Field operations
Developed and maintained an effective quality assurance program which is applicable to subcontractors
Participated in the development of project goals and objectives, and monitoring achievement of those goals
Participates in departmental administrative tasks
Responsible for evaluating staff members on the quality of work performed as measured against project standards, contractual requirements and performance measures
Assisted with the development, analysis and distribution of project reports and performance indicators
Assisted with monitoring performance and meeting contractual requirements
Freelance Interpreter Geneva World Wide – New York, NY Nov 2019 – Present
Provide in-person interpretation and translation services for a variety of clients seeking medical and legal services
Interpretation services for Department of Education/ Public schools of NYC
Consistently demonstrate professionalism and reliability, maintaining appointment schedule to minimize disruptions in client services, and completing all necessary paperwork to ensure proper tracking and payment processing
Accompanied a client with limited English proficiency on a medical, legal, NYC HR admin appointment to facilitate much needed services
Quality Monitor Specialist Maximus Federal, Census 2020 – New York, NY Jan 2020 – Oct 2020
Audited incoming and outgoing phone calls between respondents and Customer Service Representatives to evaluate individual performance in alignment with quality standards and established protocols and procedures
Utilized a quality scorecard to assign performance ratings, providing meaningful feedback to facilitate corrective actions and improvements for service delivery
Bilingual Interpreter NYC Office of Immigrant Affairs – New York, NY 2018 – Present
Serve as a critical liaison for the immigrant community, delivering quality bilingual interpretation services to help hundreds of residents with limited language proficiencies participate in NYC elections
Interpreter/ Interpreter Coach (Call Center) CyraCom International – New York, NY 2017– 2019
Offered accurate, timely interpretation services in person and via phone to support service delivery in a variety of fields, including medical, financial, legal, emergency services, insurance, and travel
Assisted with performance management of customer service representatives, providing coaching, training new hires, and conducting performance evaluations to ensure compliance with essential protocols and best practices
Linguist consultant/ Supervisot Gateway VIP Special Services – New York, NY 2012 – 2017
Provided translation, interpretation, and analysis of various documentation in alignment with company protocols and standards
Served as a model leader for the department, monitoring employee performance to provide guidance and support on proper service delivery to maintain exceptional quality and customer satisfaction
EARLY CAREER HISTORY
Part-time Student/Stay-at-Home Mother
Multilingual Customer Service Representative – Travel Agency
French Teacher – Middle School and High School
Education & Technical Skills
Bachelor of Arts – International languages. French Brooklyn College, CUNY 2016
Associate of Arts – Linguistics Minsk State Linguistic University, Belarus
Technical Skills: Microsoft Office (Word, Excel, PowerPoint)
Languages: English French Russian Belarussian
Certifications: Interpreter Certification (2017) HIPPA Certification (2018) Coach Qualification Program Certification (2019)
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