ONELIA NAVARRO
Psychologist
San Pedro Sula
Summary
Adaptable Psychology major, graduated from CEUTEC, with 13+ years of work experience. Aiming to leverage a proven knowledge in great customer service skills, quality assurance processes, basic human resources assistant tasks to successfully fill the role at your company.
Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals. Organized and dedicated with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic with ability to perform effectively in independent or team environments. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of the tasks the position requires. Motivated to learn, grow and excel.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Customer Support Service Engineer (Part Time)
Compsci
09.2024 - Current
- Researched and identified solutions to technical problems.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Established strong relationships with clients through proactive communication and empathetic support.
- Streamlined support processes for increased efficiency and reduced response time.
Customer Service Manager
Hybrid Tech Solutions
05.2025 - 12.2025
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Analyzed data trends to identify areas of opportunity for process improvements.
- Designed and implemented workflows and operational process charts for multiple service scenarios to improve efficiency and response times.
- Mentored junior team members, providing guidance on career development and fostering a culture of continuous learning within the department.
- Managed client support tickets while providing white-glove service for high-priority listings and accounts.
- Prepared and presented quarterly performance and operational reports, tracking service metrics and team productivity.
- Oversaw premium listing management, ensuring accuracy, timely updates, and high client satisfaction.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Legal Assistant
ITicket.law
05.2024 - 09.2024
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Responded to client inquiries, providing accurate legal advice and offering assistance.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Enhanced client communication by providing bilingual legal support in both English and Spanish.
- Developed strong rapport with clients through attentive listening skills and empathetic understanding of their situations.
- Streamlined case management by efficiently organizing documents, files, and resources for attorneys.
Talent Acquisition Specialist (temporary)
Bromberg & Associates
06.2023 - 04.2024
- Managed full-cycle recruiting process for translators and interpreters for courts in Michigan simultaneously while maintaining high-quality standards in candidate assessment and selection. (This was a special project for Mayan languages, sign languages from other countries and others.)
- Collaborated with hiring managers to determine job requirements and understand departmental needs of the upcoming translating and interpreting jobs.
- Reduced time-to-fill for open positions for the court interpreting court jobs by implementing efficient recruitment strategies.
- Evaluated resumes, interviewed, and presented qualified candidates to hiring managers and solicited feedback to refine recruiting strategy.
- Streamlined onboarding processes for new hires, ensuring a smooth transition into the organization.
- Assisted with writing job postings and job descriptions for boards.
Customer Success Manager
Budlink
10.2021 - 04.2023
- Provided support in the application set up and navigation of the storefront.
- Assisted in creating training courses and educational materials for new clients.
- Promoted product value through customer experience.
- Established client retention goals.
- Provide proper follow up to the prospects.
- Oversaw the recruiting process of the part timers that assisted with the new clients.
- Develapp, Part time (graveyard shift and weekends)
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Lead Manager
Obi 1 Media
07.2020 - 10.2021
- Provided supportive link between external customers and internal operations.
- Successfully managed high volumes of client-facing interactions and established strong rapport with physicians, medical and laboratory staff and patients.
- Oversaw global product development and partner relationships, enabling footprint expansion into new markets.
- Managed the physician´s calendar to book his patients.
- Provided voice over services as well as document translation for the doctors patients.
- HIPPA compliance translation services when required by the patient and the physician.
- Provide proper follow up to the prospects once they are converted to the physician´s regular patient.
- Virtual Latinos
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Lead Manager
Seidel Realty LLC
07.2020 - 09.2021
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Educated customers on the loan process and provided them assistance when completing application.
- Developed and delivered engaging sales presentations to convey product benefits.
- Identified client needs, built relationships, and overcame objections to drive sales.
- Generated leads for sales and rental properties through cold calls and referrals.
- Virtual Latino, San Pedro Sula, Cortés
Administrator
Cafetería Pan del Cielo, UCENM
07.2016 - 04.2020
- Supervise daily operations, handle customer queries and issues, prepare payroll.
- Organize billing for tax return.
- Manage Inventory
- Bill the customers and prepare their menu.
- Make listings of necessary products in the kitchen cellar.
- Elaborate quotes for the catering services requested by customer.
- Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction.
Sales Agent and Customer
Startek
07.2014 - 07.2016
- Researched and customized service proposals for clients.
- Made sure that the services whether cable, internet, and phone exceeded the requirements suggested.
- Answered product questions with up-to-date knowledge of sales and online promotions.
- Politely assisted customers through chat portal and via telephone.
- Alita Business Park.
Quality Assurance Analyst
Collective Solution – Metroplaza
11.2012 - 05.2014
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Developed all process controls and metrics for daily management of the Call Center.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Customer Service Expert
Collective Solution, San Pedro Sula, Cortés
10.2011 - 11.2012
- Defused volatile customer situations calmly and courteously.
- Acted professionally and patiently when addressing negative customer feedback.
- Effectively managed a high volume of inbound and outbound customer calls.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Entered customer interaction details in Webpage CRM provided by the client to track requests, document problems and record solutions offered.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Collective Solution – Metroplaza.
Education
B.S. - Industrial Psychology
CEUTEC
San Pedro Sula05.2021
Master of Science - Clinical Psychology
UNIR
Spain 05.2001 -
MBA - MBA
UNITEC
San Pedro Sula 05.2001 -
Skills
- Team leadership skills
- Collaborative Leadership
- Escalation management
- Customer empathy
- Technical support
- Customer education / Client Relations
- Customer service
- Decision-making
- Critical thinking
- Verbal and written communication
- Active listening
- Administrative support
Websites
Timeline
Customer Service Manager
Hybrid Tech Solutions
05.2025 - 12.2025
Customer Support Service Engineer (Part Time)
Compsci
09.2024 - Current
Legal Assistant
ITicket.law
05.2024 - 09.2024
Talent Acquisition Specialist (temporary)
Bromberg & Associates
06.2023 - 04.2024
Customer Success Manager
Budlink
10.2021 - 04.2023
Lead Manager
Obi 1 Media
07.2020 - 10.2021
Lead Manager
Seidel Realty LLC
07.2020 - 09.2021
Administrator
Cafetería Pan del Cielo, UCENM
07.2016 - 04.2020
Sales Agent and Customer
Startek
07.2014 - 07.2016
Quality Assurance Analyst
Collective Solution – Metroplaza
11.2012 - 05.2014
Customer Service Expert
Collective Solution, San Pedro Sula, Cortés
10.2011 - 11.2012
Master of Science - Clinical Psychology
UNIR
05.2001 -
MBA - MBA
UNITEC
05.2001 -
B.S. - Industrial Psychology
CEUTEC