Maribel Benavidez

• Manage incoming and outgoing emails; schedule meetings, coordinate appointments, and maintain team calendars.
• Draft and distribute reports, memos, agendas, and other documents; arrange meeting spaces and record meeting minutes.
• Maintain organized physical and digital filing systems to support efficient workflow and retrieval.
• Monitor inventory, order supplies, and provide daily operational support while handling confidential information.
• Prepare care kits for new hires, including employee folders, name plates, and temporary key cards for onboarding supervisors.
• Coordinate facility-related requests by submitting maintenance tickets and working with day porters on spills and restroom needs.
• Update and submit the Weekly Staffing Report to OPT and management.
• Prepare and email weekly overdue and current evaluation lists to supervisors.
• Create and maintain master documents for CF RE appointments and tasks; assign tasks to Eligibility Technicians and generate appointment letters.
• Conduct HPE imaging; maintain master logs of completed file reviews; clear and route documents from workflow to appropriate queues.

• Respond to customer questions, concerns, complaints, and service requests with clarity and professionalism.
• Make outbound follow‑up calls and provide clear, accurate explanations to resolve issues.
• Troubleshoot problems, offer solutions, schedule services, and escalate complex cases when necessary.
• Document call details, outcomes, and actions taken in digital systems.
• Maintain performance targets, including call handling time, customer satisfaction, and accuracy.
• De‑escalate upset callers, clarify information, and maintain a professional tone at all times.
• Adhere to scripts and comply with organizational procedures and guidelines.
• Handle high-volume workloads, managing over 100 cases per day.
• Accurately input and update information in digital systems, reviewing entries for errors, missing details, and inconsistencies.
• Manage sensitive data and work efficiently with spreadsheets, databases, and word‑processing tools.

• Oversee daily ticketing operations and provide guidance to staff to ensure adherence to procedures.
• Manage cash handling, refunds, and electronic transactions with accuracy and compliance.
• Resolve escalated customer issues, answer travel inquiries, and assist passengers with special needs.
• Coordinate with ferry operations to track departures, delays, and passenger counts.
• Train staff on ticketing systems, customer service standards, and safety protocols.
• Prepare daily sales reports, reconcile totals, and maintain accurate financial and operational records.
• Ensure compliance with safety rules and company procedures, promoting a secure and efficient work environment.