Lucila Fabian Frankel

Lucila Fabian-Frankel- - Profile Bilingual Customer Service Representative (Spanish–English) with 4 years of experience in phone support, remote interpretation, and personalized assistance. Skilled in documentation management and handling of migration procedures. Currently studying programming to transition into an IT-related role. Education Programmer Analyst (in progress) Universidad Abierta Interamericana (UAI) 2025 – Present Work Experience GovAssist Mar 2025 – Present Bilingual Customer Service Representative Provided international customer support in English and Spanish via email, forms, and tickets. Managed migration requests (passports, visas, ESTA) with a high level of accuracy. Verified data, documentation, and compliance with regulatory procedures. Resolved high-demand inquiries with empathy and clarity. Language Services Associates + Future Group English–Spanish Interpreter 2022 to 2024 Delivered phone and video interpretation (VRI/OPI) for medical, legal, and financial settings. Accurately and clearly conveyed messages in real time. Adapted to technical vocabulary across diverse subject areas. Followed confidentiality protocols and professional conduct standards. Used remote interpretation platforms efficiently. Recognized as “Interpreter of the Year 2023” for outstanding performance and accuracy in live sessions. Ipconext S.A. 2021 to 2022 Telemarketer – Customer Support Handled incoming and outgoing calls, providing advice and closing sales. Applied persuasion strategies and active listening to solve issues. Logged data and maintained error-free records. Commended for quick and accurate query resolution. Skills Technical: CRM Management (Zendesk, Salesforce, HubSpot) · Microsoft Excel (pivot tables) · Google Workspace · Digital documentation · Remote tools (Zoom, Notion, Slack) · Data processing Soft: Problem-solving · Multitasking · Organization · Empathy · Adaptability · Logical thinking · Attention to detail Languages: Spanish – Native · English – C2 Proficient (spoken and written)