Felicia Covarrubias
Sacramento
Summary
Seeking career opportunity in IT department. Seeking career advancement or upper management opportunity.
Dynamic Bilingual Customer Service Representative with 3 years of experience handling incoming calls, resolving customer issues, inputting orders, and processing shipments. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Knowledgeable and dedicated customer service professional with extensive experience in Various industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
14
14
years of professional experience
Work History
Bilingual Customer Service Representative
Foundation for California Community Colleges
04.2025 - Current
- Provided support for for CDSS SEBT program.
- Practiced CDSS confidentiality standards and practices.
- Navigated Softphone, Five 9 technologies.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish speaking customers.
- Translated documents, forms and other materials from English to Spanish.
- Developed a deep understanding of customer service principles and customer service best practices.
- Provided language translation services for customer service inquiries.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented customer service policies, scripts and procedures in [Language].
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Met all call quality standards and daily quotas for first-call resolution.
- Maintained up-to-date knowledge of product and service changes.
- Created and maintained detailed database to develop promotional sales.
- Responded proactively and positively to rapid change.
Spanish Interpreter
Interlingva Inc.
01.2023 - Current
- Streamlined patient and provider interaction by providing channel of effective communication.
- Followed ethical codes to protect confidentiality of patient medical information.
- Translated documents about treatment directions and helped non-English speaking patients fill out medical forms.
- Interpreted services to families during process of scheduling initial visit and coordination of ongoing treatment.
- Equipped healthcare providers with cultural information to promote appropriate provision of health services.
- Served as medical interpreter for patients and staff clinical encounters by delivering accurate, skilled interpretations to facilitate effective communications.
- Translated procedural information to facilitate understanding between doctors and patients.
- Explained hospital policies and procedures to provide assistance to patients with limited English proficiency.
- Verified understood medical information for patients by simplifying any jargon.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
Para Professional
Procare Therapy Services
08.2024 - 07.2025
- Assisted classroom teacher in supervising snack time and indoor and outdoor play.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Prepared instruction materials, constructed bulletin boards, and set up work areas.
- Took part in professional development workshops to boost skills.
- Helped teacher prepare instructional material and displays.
- Worked as part of collaborative team to address changing needs of children and families.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Developed and implemented reinforcement systems to encourage positive behaviors.
- Collaborated with other professionals to develop and modify individualized treatment plans.
- Documented interventions, assessments and progress reports on database to enable tracking history and maintain consistent records.
- Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
- Kept accurate records by documenting progress and adhering to prescribed behavior plan.
- Supported client using principles of applied behavior analysis.
- Charted on each patient daily.
- Supported patient confidentiality in accordance with HIPAA regulations.
- Treated clients and families with respect and dignity.
Site Supervisor
High Times
01.2022 - 04.2024
- Supervise trim crews of 10-20
- Ensure everyone practices safe COVID-19 procedures and enforce PP protocols.
- Keep track of cannabis products. Properly track through paperwork.
- Supervise Quality Control.
- Ensure quality of trim is to liking of customers.
- Weight master
Hr Assistant
The Growers Choice
09.2020 - 11.2022
- Scheduling
- Create multiple SOP's
- Filing
- Translate documents.
- Translate for employees.
- Liaison between employees
- FLC classes
- Employee orientations
- Enforce HR procedures.
- Organized new employee orientation schedules for new hires.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Processed employee termination paperwork at direction of supervisory staff.
- Answered and redirected incoming phone calls for office.
- Responded to employee inquiries regarding benefits and other HR topics.
- Checked references for potential candidates.
- Compiled employee records from individual departments to maintain central files.
HR Manager
Budcars
12.2020 - 07.2021
- Scheduling
- Disciplinary action
- Legal documentation
- Event coordinating
- Payroll
- Filing
- Mediation between employees and managers
Dispatch
Indigo Dye Group
07.2020 - 07.2021
- Set-up and Process customers orders using POS and Routing applications, including but not limited to Biotrack, OnFleet, and WeedMaps.
- Provide front-line support for drivers who need assistance out of the field.
- Log operational issues and suggest and implement process improvements.
- Package orders accurately and efficiently.
- Provide exceptional customers service by phone, text and during and in-person interactions.
- Develop and maintain rapport with our customers, partners and staff.
- Ensure customers' concerns and/or questions are solved and answered promptly and efficiently, and communicate customer requests and/or problems to a manager when needed.
- Maintain a positive work environment conducive to trust and respect.
- Maintain the strictest confidentiality in compliance with HIPPA guidelines.
- Perform other related work as required
RBT
Capital Autism Services
01.2019 - 01.2020
- Implement a variety of instructional activities (designed by the teacher) to meet the students goals/objectives which are based upon their IEP
- Accurately record data on student behavior, skills progression, student care and learning objectives
- Implement behavioral support strategies, according to plans and procedures
- Assist students in functional skills such as, toileting and mealtime routines
- Effectively monitor behavior according to service plan
- Maintain a clean and orderly learning environment
- Interact with student using positive reinforcement and the least restrictive techniques to manage behavior
- Participate in and monitor student during leisure time to ensure safety
- SPECIAL SKILLS/REQUIREMENTS: Energetic, positive, and dedicated individual with the ability to motivate children to learn
- Ability to be a team member and be flexible in approach
- Knowledge of Applied Behavior Analysis
- Stellar written and verbal communication skills, including the Ability to maintain appropriate confidentiality
- Ability to legibly record and maintain data
- Ability to pass Department of Justice screening
- Ability to provide proof of negative TB screening
- This position requires the following physical activities: bending, stooping, kneeling, twisting, reaching, sitting, standing, walking, lifting, talking, hearing, visual acuity, the ability to lift up to 50 lbs
Team lead
Center for fathers and families
08.2016 - 08.2018
- Provide a safe physical and emotional environment for students.
- Integrate the school's curriculum, instruction and learning support activities.
- Lesson planning by maintaining a weekly/monthly calendar for class activities.
- Create engaging activities for all program components such as Treasures, AR, Recreation, Enrichment, Sparks, Character Counts, and clubs.
- Kept attendance sheets organized and up-to-date.
- Organize, plan, and participate in program events such as Read Across America, Talent shows, and science fair
Sales Associate
Old Navy
05.2011 - 05.2018
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Helped customers select products that best fit their personal needs.
- Maintained visually appealing and effective displays for the store.
- Educated customers on product and service offerings.
- Offered exceptional customer service to differentiate and promote the company brand.
- Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.
- Kept the showroom clean and maintained neat, orderly product displays.
- Completed floor replenishment to guarantee size availability and promote customer satisfaction.
- Communicated information to customers about product quality, value and style.
- Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.
- Communicated store policy violations to the leadership team in a timely manner.
- Built and maintained effective relationships with peers and upper management.
- Processed all sales transactions accurately and in a timely fashion.
Youth Counselor
Standford Settlement neighborhood Center
07.2017 - 08.2017
- Plan weekly activities and snacks for children assigned to group.
- Supervise and provide a safe environment.
- Diffuse and prevent any problems within group.
- Give weekly updates to supervisor as well as use restorative justice approach while working with group.
Call Center Representative
Gap
08.2014 - 08.2015
- Responsible for multi-line phone.
- Provide quality customer service.
- Help customers with online orders.
- Help customers locate merchandise.
- Notate customer accounts.
- Help customers with issues surrounding their online orders.
- Provide feedback on merchandise.
- Provide customers with help surrounding online order issues.
- Process returns online.
- Keep updated accounts.
Education
Bachelors -
University of Phoenix
07-2025
Certificate - Infrastructure Intensive
Apprentice Now
01.2023
Bachelors -
Sacramento State University
01.2019
Skills
- Active Directory Administration 5/10
- C 5/10
- Communication Skills 9/10
- Customer Service 9/10
- Datacenter 8/10
- Excel 7/10
- Hardware and Software Concepts 7/10
- Linux 6/10
- Microsoft 365 9/10
- Network and Security 8/10
- Interpretation support
- Simultaneous interpretation
- Spanish translation
- Verbal and written communication
- Call center experience
- CRM systems
- Eligibility determination
- Script adherence
- Telephone etiquette
- Data entry
Timeline
Bilingual Customer Service Representative
Foundation for California Community Colleges
04.2025 - Current
Para Professional
Procare Therapy Services
08.2024 - 07.2025
Spanish Interpreter
Interlingva Inc.
01.2023 - Current
Site Supervisor
High Times
01.2022 - 04.2024
HR Manager
Budcars
12.2020 - 07.2021
Hr Assistant
The Growers Choice
09.2020 - 11.2022
Dispatch
Indigo Dye Group
07.2020 - 07.2021
RBT
Capital Autism Services
01.2019 - 01.2020
Youth Counselor
Standford Settlement neighborhood Center
07.2017 - 08.2017
Team lead
Center for fathers and families
08.2016 - 08.2018
Call Center Representative
Gap
08.2014 - 08.2015
Sales Associate
Old Navy
05.2011 - 05.2018
Certificate - Infrastructure Intensive
Apprentice Now
Bachelors -
University of Phoenix
Bachelors -
Sacramento State University
ACHIEVEMENTS
- Infrastructure Support Pre-Apprenticeship - Cyber Proud (Program Certificate)
- Awarded: Aug 2023
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