Gianfranco

• Generated and converted qualified leads, creating tailored proposals that delivered a 70% client conversion rate within two months by ensuring a seamless customer onboarding process

• Orchestrated the promotion to Team Supervisor within two months, ensuring 100% operational continuity across compliance and licensing by providing informed solutions for daily performance challenges

• Built and maintained strong B2B relationships by delivering driven support and troubleshooting client issues promptly, enhancing overall service satisfaction and loyalty across the portfolio

• Optimised workflows through cross-functional coordination, specifically to streamline communication and uphold consistent service quality, resulting in improved overall customer experience

• Managed 75–125 daily inbound calls to resolve complex order, payment, and logistics issues for customers

• Provided end-to-end operational support for customers' onboarding, account activation, and initial kit/supply fulfilment

• Effectively mitigated financial risk by resolving weekly and monthly payment discrepancies and banking issues

• Executed advanced order management for high-volume shipping from large merchant partners, ensuring fulfilment accuracy

• Increased user retention by providing qualitative troubleshooting for app and website technical obstacles

• Reduced resolution time by providing critical support across order placement, pickup, and delivery lifecycles

• Spearheaded the end-to-end sales and customer support pipeline via HubSpot CRM, driving a 15% boost in client engagement efficiency and enhancing lead tracking accuracy across all channels

• Resolved complex service issues as the main point of contact for over 40 client accounts weekly, efficiently managing contract agreements and consistently ensuring high customer satisfaction and loyalty

• Collaborated with cross-functional teams to prevent service disruptions, enhancing internal communication processes and contributing to a 20% uplift in customer retention and account value

• Drove consistent, top-tier support in a remote setting, successfully handling concurrent client inquiries via phone and email while maintaining accurate records of customer interactions.

• Executed 100+ daily B2B outbound calls across U.S. regions, consistently generating qualified sales opportunities for SaaS/VoIP solutions

• Conducted tailored needs analyses, achieving a 5% meeting conversion rate and actively driving new revenue pipelines into the sales funnel

• Collaborated with cross-functional sales teams to optimise lead qualification and enhance CRM accuracy

• Improved overall pipeline visibility and forecasting precision by supporting comprehensive data entry and BDR reporting

• Spearheaded and managed a high-volume caseload of legal translation projects (English-Spanish), guaranteeing 100% compliance with strict confidentiality and document integrity standards

• Conducted client interviews (intake and follow-up) to diagnose case viability and efficiently gather critical quantitative and qualitative data for complex immigration filings (Asylum, Naturalisation, VAWA, U/K-1 Visas)

• Served as the primary concurrent and remote interpreter for senior attorneys, directly facilitating strategic case development and communication for Spanish-speaking clients during sensitive immigration trials and consultations

• Drafted, processed, and meticulously organised essential USCIS forms (e.g., G-28, I-130, I-589, N-400, I-360) for paralegal-supported cases, ensuring zero filing errors and expediting client submission timelines

• Collaborated cross-functionally with legal teams to define translation scopes for international court rulings, minimising legal risk and successfully enabling seamless cross-border client operations

• Synthesised and updated sensitive client narrative statements and supporting documentation for asylum, naturalisation and VAWA cases, streamlining attorney review time by 15% and enhancing overall case strength

• Generated a qualified B2B sales pipeline through consistently executing 70+ outbound calls daily to US companies in Law, Finance, and Commerce verticals

• Exceeded lead generation metrics by conducting strategic prospecting to identify companies interested in high-calibre remote specialists (VAs, SDRs, CSRs)

• Managed full lead lifecycle from initial cold outreach to successful scheduling of 15-minute executive-level meetings with the Company's COO

• Streamlined talent matching by qualifying candidates against client needs using robust data analysis and proficient use of ZoomInfo, HubSpot, and Google Workspace

• Utilised multi-channel outreach (Email Marketing, LinkedIn) to nurture prospects and ensure a high-quality handover of sales-ready opportunities

• Bilingual Interpreter who managed 15 daily consecutive calls for Spanish-monolingual clients within the US healthcare and financial markets

• Ensured 100% adherence to HIPAA regulations, maintaining confidentiality and delivering precise, correct medical terminology during sensitive patient-specialist conversations

• Reduced communication risk by applying the correct Code of Ethics and US system terminology for bank and credit office financial interpreting

• Enhanced service quality through continuous training and the prompt implementation of updated interpreting procedures and compliance protocols

• Provided high-level cultural and linguistic brokerage, successfully facilitating complex conversations to ensure accurate and appropriate communications