MARCELLA LIZ
Sebring,FL
Summary
Professional with strong background in customer support, ready to excel in leadership. Known for fostering collaboration, driving results, and adapting to change. Skilled in conflict resolution, process optimization, and team development. Reliable, goal-focused, and adept at maintaining high standards.
Overview
10
10
years of professional experience
Work History
Customer Support Team Lead
TransferWise
07.2023 - Current
- Managed customer emails and phone calls with professionalism, courtesy, and responsiveness
- Consistently achieved customer service SLA metrics by efficiently managing resolution times and delivering high-quality support
- Investigated and addressed customer complaints related to product quality or service
- Accurately documented all customer interactions in the database system.
- Collaborated with cross-functional teams to address customer needs and improve overall experience.
- Mentored new hires for seamless integration into the customer support team.
Lead Transportation Security Officer
Transportation Security Administration, TSA
02.2021 - 07.2023
- Monitored and conducted passenger screening
- Protected vessels, passengers and crew by testing items and individuals for explosive material residue
- Utilized metal detectors, wands and X-ray screening machines to perform thorough check of individuals, belongings and cargo
- Used x-ray scanners to check luggage and carry-on items for prohibited items
- Conducted pat-downs and hand-held wand searches of passengers when machine alarms indicated further inspection
- Coordinated scheduling for optimal staffing levels at checkpoints during peak travel periods.
Customer Service Agent
Azul Airlines
01.2018 - 02.2021
- Ensures a safe work environment by following all TSA rules and regulations regarding the work place
- Checks passengers in at ticket counter and gate and hands out boarding passes for outgoing flights
- Coordinates ticket counter activities with those on the ramp regarding baggage handling to assure that all bags get on the outgoing flight
- Handles customer complaints regarding ticketing and baggage handling when problems arise (lost baggage, lost/misplaced tickets, canceled flights or delayed flights)
- Managed gate, ramp and cabin services for each flight
Multi-Language Ambassador
Top Talent
02.2016 - 01.2018
- Met, greeted and assisted guests and provided directions to specific departments and buildings
- Provided accurate and detailed descriptions of services, facility features and hours of operation
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills
- Acquired detailed knowledge of services, promotions and events to offer added value to travelers
Customer Service Specialist
Jeunesse-global
03.2015 - 02.2016
- Documented conversations with customers to track requests, problems and solutions
- Assisted customers in making payments on accounts and setting up payment plans
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages
- Helped customers open accounts, make deposits, update information and carry out range of routine actions
- Executed on-time and under-budget project management on complex issues while updating customers on technician availability
Education
Satisfaction Guaranteed: Develop Customer Loyalty Online -
Google Digital Marketing & E-commerce Professional Certificate
08.2024
Business Communication and Ethics in Organizations -
Udemy
04.2024
Comprehensive Data Entry Course -
Coursera
12.2022
Spanish Language And Literature -
Dom Bosco
01.2015
High School Diploma -
11.2013
Skills
- Communication
- Conflict Resolution
- Time Management
- Problem Solving
- Creativity
- Ability to Work Under Pressure
- Teamwork
- Adaptability
- Fast Learner
- Ability to Multitask
- Computer Skills
- Microsoft Office
- Strong Communication Skills
- Communication and Presentation
- Customer Service
References
References available upon request
Hobbies and Interests
- Passionate about traveling
- Exploring new destinations
- Immersing in nature
- Music
Languages
Portuguese
Native or Bilingual
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Support Team Lead
TransferWise
07.2023 - Current
Lead Transportation Security Officer
Transportation Security Administration, TSA
02.2021 - 07.2023
Customer Service Agent
Azul Airlines
01.2018 - 02.2021
Multi-Language Ambassador
Top Talent
02.2016 - 01.2018
Customer Service Specialist
Jeunesse-global
03.2015 - 02.2016
Business Communication and Ethics in Organizations -
Udemy
Comprehensive Data Entry Course -
Coursera
Spanish Language And Literature -
Dom Bosco
High School Diploma -
Satisfaction Guaranteed: Develop Customer Loyalty Online -
Google Digital Marketing & E-commerce Professional Certificate
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