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Roberto Navarro

@robertonavarro1

Customer Experience Representative at Hanes, resolving customer inquiries and supporting orders across multiple channels.

Costa Rica

Message

At Hanes, I provide frontline customer support across multiple channels, handling order management, product information, and post-purchase inquiries. I document interactions and work with internal teams to resolve complex issues.

At Cyracom, I interpreted between English and Spanish in medical, legal, 9-1-1, business, and general service encounters. I conveyed tone and intent while maintaining confidentiality in HIPAA-compliant environments.

At Equifax and Teleperformance, I monitored agent performance and adherence, analyzed operational reports, and coordinated intraday staffing activities. Earlier, at Teleperformance, I also produced real-time captions for phone conversations.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Representative I

Current

Hanes

Oct 2025 - Present (1 year)

Provide frontline customer support through multiple channels, ensuring accurate, timely, and professional resolution of customer inquiries. Handle order management, product information, and post-purchase support while meeting quality and productivity standards.

Customer Support Order Management Product Information Documentation Data Protection Collaboration Escalation Management

OPI/VRI Interpreter (English – Spanish)

Cyracom

May 2024 - Sep 2025 (1 year 4 months)

Delivered accurate and complete interpretation for medical, legal, 9-1-1, business, and general service encounters. Acted as a cultural bridge by conveying tone, intent, and idiomatic expressions with cultural sensitivity.

Interpretation Medical Terminology Legal Terminology Cultural Sensitivity Confidentiality HIPAA compliance Active Listening

Work Force Analyst & Duty Monitor

Equifax

Dec 2022 - Jan 2024 (1 year 1 month)

Monitored real-time performance and adherence for over 250 agents, identifying KPI deviations and operational risks. Generated and analyzed detailed reports on SLA, occupancy, AHT, ASA, and forecast completion to support decision-making.

Real time Monitoring KPI Analysis SLA Occupancies AHT ASA Forecasting Intraday Management Scheduling PTO Management Overtime Management Reporting Excel

Work Force Management Analyst

Teleperformance

May 2022 - Nov 2022 (6 months)

Monitored agent adherence and intraday performance to ensure adequate staffing for fluctuating call volumes. Produced daily and ad-hoc reports covering AUX usage, AHT, SLA, absenteeism, and volume trends for over 200 agents.

Workforce Management Adherence Management Intraday Management Reporting AHT SLA Absence Volume Trend Analysis Contingency Planning Scheduling

Vendor Management Analyst

Telgian

Aug 2021 - May 2022 (9 months)

Negotiated and managed vendor contracts to achieve optimal pricing and service levels. Maintained strong vendor relationships through proactive communication and issue resolution.

Vendor Management Contract Negotiation Relationship Management Issue Resolution Data Management Coordination

Captioning Agent

Teleperformance

Mar 2019 - Jul 2021 (2 years 4 months)

Produced real-time captions for phone conversations to support hearing-impaired customers. Ensured accuracy across diverse industries and conversation contexts.

Real Time Captioning Active Listening Grammar Compréhension Quality Assurance Productivity