Our recommendation
Why we recommended Sarah.
Strong recommend for any US business with Spanish speaking customers or crews. The headline is simple: one hire covers both languages, and she works US business hours from Guatemala rather than overnight from Asia.
Four years across healthcare, insurance, telecoms and retail, with the most recent two years centred on the mechanics a service business actually runs on, booking and cancelling appointments, covering the phone and the inbox, and keeping records accurate. She has also carried a retention target and worked an SDR seat on a CRM, so she can convert the enquiry, save the cancellation and follow up the lead rather than only answering what comes in.
Sarah’s day against yours
Your hours, in Sarah’s time.
Sarah is based in Venezuela. Pick your time zone to see your working day, 8 AM to 6 PM, on their clock.
Lit squares are working hours. Grey squares are night on that clock.
The assessment
English and writing
Fluent advanced English alongside native Spanish, and the second language is the part worth paying attention to. Four years handling US and Canadian customers in English, including insurance accounts at Telus International and Walmart service accounts at 24/7 A.I, and at Telus she was placed specifically because she is bilingual. The written side is not an afterthought either: she ran email correspondence on behalf of managers at Icon Solutions and handled patient documentation, email and fax traffic for a medical clinic, so writing to a customer at a professional standard is part of her day job. English is fluent and advanced rather than native, which is the honest framing. She is clear, comfortable and easy to understand, with Spanish as her first language and the ability to switch mid call.
Remote readiness
Most of her career has been remote work for clients in another country, so this is not a transition she has to make. At Icon Solutions she supported US and Canadian managers directly from a fully remote seat, owning their scheduling, documentation and correspondence without someone standing over her. She already runs the stack a remote seat depends on: Pipedrive and Aircall for CRM and calling, Slack, Teams, Outlook and Gmail for coordination, and Athena on the clinic side. The practical advantage is the clock. Guatemala runs on UTC-6 all year, which is US Central time in winter and one hour behind it in summer, so North American business hours are her normal working day rather than a night shift.
Cultural fit
She has spent her whole career in seats where the customer is already unhappy. Insurance claims at Telus, mobile retention at Everise where the job was keeping customers who had called to leave, and patient support at a medical clinic where people are anxious before they even reach you. That is a temperament built on staying calm and pleasant while someone else is not, which is exactly what an inbound service line needs. Her background is structured contact centre work, so she is used to quality standards, call handling expectations and documenting what she did. The clinic role adds a note of discretion: she handled patient records and communication between patients and medical staff, which is the kind of work you only give to someone careful.
English and writing
Fluent advanced English alongside native Spanish, and the second language is the part worth paying attention to. Four years handling US and Canadian customers in English, including insurance accounts at Telus International and Walmart service accounts at 24/7 A.I, and at Telus she was placed specifically because she is bilingual. The written side is not an afterthought either: she ran email correspondence on behalf of managers at Icon Solutions and handled patient documentation, email and fax traffic for a medical clinic, so writing to a customer at a professional standard is part of her day job. English is fluent and advanced rather than native, which is the honest framing. She is clear, comfortable and easy to understand, with Spanish as her first language and the ability to switch mid call.
Remote readiness
Most of her career has been remote work for clients in another country, so this is not a transition she has to make. At Icon Solutions she supported US and Canadian managers directly from a fully remote seat, owning their scheduling, documentation and correspondence without someone standing over her. She already runs the stack a remote seat depends on: Pipedrive and Aircall for CRM and calling, Slack, Teams, Outlook and Gmail for coordination, and Athena on the clinic side. The practical advantage is the clock. Guatemala runs on UTC-6 all year, which is US Central time in winter and one hour behind it in summer, so North American business hours are her normal working day rather than a night shift.
Cultural fit
She has spent her whole career in seats where the customer is already unhappy. Insurance claims at Telus, mobile retention at Everise where the job was keeping customers who had called to leave, and patient support at a medical clinic where people are anxious before they even reach you. That is a temperament built on staying calm and pleasant while someone else is not, which is exactly what an inbound service line needs. Her background is structured contact centre work, so she is used to quality standards, call handling expectations and documenting what she did. The clinic role adds a note of discretion: she handled patient records and communication between patients and medical staff, which is the kind of work you only give to someone careful.
Skills
- Appointment Scheduling
- Cancellations and Rescheduling
- Inbound and Outbound Calling
- CRM Management
- Lead Follow Up
- Email and Calendar Management
- Patient and Client Communication
- Customer Retention
- Sales Support
- Bilingual Support
- Documentation and Records
- Active Listening
Résumé