Open to opportunities

Javier Damacena

@javierdamacena

Message

Bilingual contact center supervisor and interpreter driving performance, quality, and training.

Argentina

Message

What I'm looking for

I seek roles where I can lead quality-driven contact center teams, deliver training and coaching, and use interpreting skills to support cross‑language operations.

I am a bilingual (English/Spanish) contact center supervisor and professional interpreter with extensive experience improving agent performance and delivering high-quality live interpretation services. I combine hands-on supervision with frontline support experience across multinational programs.

In supervisory roles I tracked, analyzed, and reported team and individual performance metrics, conducted one-on-one coaching, created training materials, and evaluated calls against established guidelines to raise quality and consistency.

As an interpreter I provided simultaneous English/Spanish interpretation for networks, utilities, government services, medical and emergency calls, and technical support for U.S. and U.K. programs, ensuring clear communication in high-stakes situations.

I have a record of creating procedures, authoring scripts and performance plans, handling escalations, and supporting large tool rollouts through testing and documentation — all aimed at improving operational outcomes and agent development.

Experience

Work history, roles, and key accomplishments

Current

Interactive Contact Center Supervisor

Current

Interactive Contact Center

May 2023 - Present (2 years 7 months)

Supervises team performance tracking, analysis and reporting; improved agent performance through one-on-ones, training, and feedback while managing schedules and operational documentation.

Performance Monitoring Coaching Reporting Scheduling Quality Assurance Data Entry Call Evaluation Training Delivery

Interpreter

Interactive Contact Center

Sep 2022 - May 2023 (8 months)

Provided simultaneous English–Spanish interpretation for network support, utilities, government services and emergency/medical calls to ensure accurate communication and service resolution.

Simultaneous Interpretation Medical Interpretation Emergency Lines Customer Support Cross Cultural Communication Compliance

Interpreter

United Language Group

Jul 2020 - Aug 2022 (2 years 1 month)

Delivered simultaneous English–Spanish interpretation for customer support across payments, IT, emergency, administrative and medical contexts for US and UK clients.

Simultaneous Interpretation Call Center Support Medical Interpretation Technical Support

Senior Supervisor

Axa Assistance S.A.

Sep 2015 - Dec 2018 (3 years 3 months)

Led quality and performance operations for Visa LATAM & Caribbean, developing procedures, training/coaching programs, conducting monthly quality reviews and managing escalations and HR reporting.

Quality Assurance Performance Management Training Escalation Management Reporting Multilingual Support

Tier 1 Support Agent

Axa Assistance S.A.

Oct 2010 - Sep 2015 (4 years 11 months)

Handled Tier 1 support for Visa LATAM & Caribbean including benefits information, initiation of insurance processes and Visa web portal technical support.

Tier 1 Support Customer Service Technical Support Visa Portal Benefits Administration Troubleshooting

Tier 1 Support Agent

Arvato Services

Mar 2008 - Mar 2010 (2 years)

Provided English-language Tier 1 technical support for Microsoft/Xbox360/Xbox Live, handling account reviews, repair order creation and connectivity troubleshooting.

Technical Support Account Management Customer Service English Communication

Tier 1 Sales Agent

Teletech

Nov 2006 - May 2007 (6 months)

Performed English-language sales and support for Visa and Mastercard accounts for Orchard, Household and HSBC, serving customers in the United States and Canada.

Sales Credit Debit Card Support Customer Service English Communication