Nathalie Sam
Brossard,QC
Summary
Bilingual professional with over 15 years of experience in case management, client communication, and administrative operations. Proven ability to analyze claims, interpret policy details, and provide compassionate yet objective support to clients throughout the claims process. Fluent in English and French, skilled in coordinating with multidisciplinary teams and maintaining confidentiality when handling sensitive information. Highly organized, analytical, and adaptable, with demonstrated success managing high-volume caseloads in fast-paced environments.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Recruitment Consultant & Learning Development Designer
Jamii Linguists
01.2025 - Current
- .Designed and delivered comprehensive training programs for over 35 linguists, including interpreters, translators, editors, and proofreaders, improving service quality and consistency across multilingual projects.
- Developed and implemented curricula for interpreter and translator onboarding, resulting in a 25% reduction in onboarding time and improved retention of new recruits.
- Facilitated professional development workshops to enhance accuracy, terminology management, and client communication skills, contributing to a measurable increase in project turnaround efficiency.
- Trained internal team members to assume operational leadership responsibilities, including forecasting, budgeting, payroll coordination, and assignment scheduling, ensuring continuity and smooth transition of duties.
- Collaborated cross-functionally with operations and administrative teams to refine internal processes, leading to improved workflow tracking and 20% higher task completion accuracy across ClickUp and SmartCat systems.
Translator, Interpreter & Administrative Consultant
Freelance
01.2004 - Current
- Provided specialized translation and interpretation services in medical, legal, and financial fields, ensuring 100% accuracy and confidentiality in sensitive communications.
- Created and maintained multilingual glossaries and style guides adopted by clients to improve translation consistency and efficiency across projects.
- Designed and implemented administrative process improvements that streamlined client operations and reduced manual workload, contributing to measurable time savings.
- Authored standardized email templates and communication scripts, improving response clarity and reducing client coordination time by up to 30%.
- Provided strategic administrative consulting for businesses and organizations, resulting in more efficient documentation, scheduling, and communication systems.
- Interpreted conversations simultaneously to help both parties conduct business, handle medical needs or manage personal concerns.
- Assisted foreign language-speaking clients with inquiries.
Director of Language Solutions
Jamii Linguists
01.2020 - 01.2025
- Directed end-to-end client service operations across translation and interpreting projects, overseeing hundreds of multilingual deliverables annually while ensuring 100% compliance with client requirements and confidentiality standards.
- Supervised a global team of linguists, project coordinators, and administrative specialists serving clients in medical, legal, and corporate sectors, improving project turnaround times by 30% through streamlined workflows.
- Developed and implemented procedural guides, training curricula, and SOP manuals that standardized quality control and reduced process errors by 25%.
- Established comprehensive quality assurance protocols and terminology standards, enhancing linguistic consistency and client satisfaction across all deliverables.
- Partnered with leadership on budget forecasting, capacity planning, and operational reporting, contributing to sustained revenue growth and efficient resource allocation.
- Championed continuous improvement initiatives that optimized task delegation, internal communication, and vendor management across SmartCat, ClickUp, and Google Workspace platforms
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Assisted in recruiting, hiring and training of team members.
Research and Adjustment Lead
Bank of America
01.2006 - 07.2024
- Managed an average of 40–50 complex case resolutions daily, including financial discrepancies, customer claims, and escalations from banking centers and internal departments.
- Collaborated with cross-functional teams (operations, compliance, risk, and customer service) to ensure timely and accurate resolutions aligned with federal and organizational policies.
- Supported frontline associates and management by providing guidance and procedural training on claim handling and documentation best practices, improving first-contact resolution rates.
- Reviewed financial and account data to determine eligibility and corrective action, achieving an average case accuracy rate exceeding 98%.
- Communicated case outcomes and policy decisions clearly and empathetically to clients, ensuring professionalism and customer retention.
- Recognized with multiple Silver and Platinum Awards for leadership, innovation, and top-tier quality metrics, including process improvement initiatives that increased departmental efficiency by 15%.
- Contributed to pilot testing and successful rollout of new system enhancements, resulting in smoother case tracking and documentation across the department.
- Delivered services to customer locations within specific timeframes.
Education
B.A. - Translation
Université Laval
Quebec, CA06.2020
Associate of Arts - Business Administration
St Petersburg College
St Pete, Fl03-2019
Skills
- Case Management Claims Evaluation Bilingual Client Communication Analytical Decision-Making Documentation & Reporting Confidentiality & Compliance Organizational Skills Telephonic Communication Remote Operations
- Microsoft Office Suite Outlook Excel Teams SharePoint Zoom ClickUp CRM Platforms Data Entry Systems SmartCat Document Management Tools File Tracking Systems
Certification
- Certified Translator, OTTIAQ - 2022-CURRENT
Timeline
Recruitment Consultant & Learning Development Designer
Jamii Linguists
01.2025 - Current
Director of Language Solutions
Jamii Linguists
01.2020 - 01.2025
Research and Adjustment Lead
Bank of America
01.2006 - 07.2024
Translator, Interpreter & Administrative Consultant
Freelance
01.2004 - Current
B.A. - Translation
Université Laval
Associate of Arts - Business Administration
St Petersburg College
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