Mariella Matraia
Lubbock,TX
Summary
Adept at streamlining operations and enhancing efficiency, as demonstrated at Ross Stores with improved cash counting techniques reducing errors significantly. Fluent in Spanish, I excel in customer support and complaint resolution, leveraging administrative prowess and a detail-oriented approach to exceed employer expectations. Skilled in money handling and fostering team collaboration, my background spans diverse roles with a focus on operational excellence and customer satisfaction.
Overview
25
25
years of professional experience
Work History
Cash Office Associate
Ross Stores
11.2022 - Current
- Implemented improved cash counting techniques, resulting in faster processing times and fewer errors.
- Conducted thorough investigations into register overages or shortages, identifying root causes for resolution and prevention of future occurrences.
- Maintained strict adherence to company policies and guidelines for confidentiality of sensitive information.
- Streamlined cash management processes for increased efficiency and reduced discrepancies.
Customer Service Agent
Southwest Airlines
05.2022 - 08.2022
- Check-in Passengers at ticket counter.
- Create new reservations.
- Baggage Processing.
- Gate Check-in.
- Greeting arriving passengers,
- Provide special passenger assistance.
- Handle Customer Complaints and other duties as assigned.
Customer Service Agent
Global Aviation Services U.S.A / Frontier Airlines
12.2021 - 04.2022
- Assist passengers with check in and tagging luggage
- Make new reservations and rebook existing reservations
- Answer inquiries about flight schedules and fares
- Spanish Translations for non english speaking customers
Small Business Owner
Lely's Bows
10.2013 - Current
- Planned and directed all functions of the small business
- Established and integrated the functional strategies of the small business utilizing business expertise to reach financial/operational goals and objectives
- Advertise, manage and sell multiple items on different online platforms. Developed sales and marketing plans and programs for company sales
Reservation Representative
American Airlines
06.2021 - 10.2021
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided customers with information about availability and pricing.
- Handled billing information over phone.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Resolved problems, improved operations and provided exceptional service.
Customer Service Partner Specialist
24-7 Intouch / Booking.com
12.2020 - 04.2021
- Received and responded to inbound calls gathered and verified required information
- Actively listened to the customer, took their request for products and services
- Learned and retained a thorough working knowledge of all existing and new products and services.
- Developed and researched solutions for customer concerns.
Warehouse Associate
Amazon
10.2015 - 12.2018
- Processed, Packed and Shipped customers orders
Senior Teller
California Check Cashing Stores LLC
08.2005 - 04.2011
- Delegated and assigned tasks to tellers. In charge of training new tellers as well as senior tellers
- Managed and balanced vault, completed cash orders, assisted in the compliance of all security procedures and with government monitoring regulations
- Customer Service, Check Cashing, Cash handling and cross selling
Airport Customer Service Agent
Aerocontinente
07.1999 - 01.2000
- Greeted hundreds of passengers, verified if passengers were on the passengers list for the flights
- Verified documentation and provided boarding instructions
- Interacted with customers and team members to maintain a high level of customer service
Education
Medical Interpreter Certificate - Medical Interpreter
Apex Interpreter's Guild
Patterson, CA03.2019
Some College (No Degree) - Accounting
San Martin De Porres University
Lima/PeruFlight Attendant Degree - Commercial Aviation
AVIA Institute
Lima/Peru12.1995
Skills
- Fluent in Spanish
- Customer support
- Administrative support
- Complaint Resolution
- Detail- oriented
- Highly Organized
- Capable of carrying workload with little or no supervision
- Ability to works with all levels of staff as strong team member
- Money handling abilities
Timeline
Cash Office Associate
Ross Stores
11.2022 - Current
Customer Service Agent
Southwest Airlines
05.2022 - 08.2022
Customer Service Agent
Global Aviation Services U.S.A / Frontier Airlines
12.2021 - 04.2022
Reservation Representative
American Airlines
06.2021 - 10.2021
Customer Service Partner Specialist
24-7 Intouch / Booking.com
12.2020 - 04.2021
Warehouse Associate
Amazon
10.2015 - 12.2018
Small Business Owner
Lely's Bows
10.2013 - Current
Senior Teller
California Check Cashing Stores LLC
08.2005 - 04.2011
Airport Customer Service Agent
Aerocontinente
07.1999 - 01.2000
Medical Interpreter Certificate - Medical Interpreter
Apex Interpreter's Guild
Some College (No Degree) - Accounting
San Martin De Porres University
Flight Attendant Degree - Commercial Aviation
AVIA Institute
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