Marilda Tavares
Kissimmee,FL
Summary
Customer-focused professional with over 9 years of experience in the customer service field, providing high-quality support to diverse customers in fast-paced, regulated environments. Known for clear communication, empathy, and effective problem-solving, with a strong ability to de-escalate concerns and create positive experiences even under pressure. Brings a consistent, detail-oriented approach to documentation and collaboration, and is motivated by helping others feel heard, supported, and confident in the service and interactions they receive.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Flight Attendant
JetBlue Airways
Orlando, FL
05.2022 - Current
- Deliver high-quality customer service to hundreds of passengers daily while maintaining compliance with strict safety, security, and federal regulations.
- De-escalate customer concerns and resolve issues, ensuring positive outcomes while adhering to company policies and procedures.
- Accurately document incidents, passenger concerns, and service irregularities in accordance with company and FAA requirements.
- Collaborate with cross-functional teams to ensure smooth operations, on-time performance, and consistent service standards.
Abuse Hotline Counselor
Florida Department of Children and Families
Tallahassee, FL
07.2020 - 07.2021
- Handled sensitive, high-volume calls while maintaining professionalism, empathy, and attention to detail.
- Assessed incoming reports to identify urgent risk indicators, synthesizing client histories and context to prioritize interventions and inform investigative routing.
- Coached callers through crisis moments using de-escalation techniques and safety planning, producing calmer interactions and clearer next-step actions.
- Documented detailed reports using internal systems while adhering to strict compliance and regulatory guidelines to strengthen handoffs to county units/investigators.
Classroom Teacher
FSU Childcare & Early Learning Program
Tallahassee, FL
01.2020 - 05.2020
- Designed sensory-rich activity stations to stimulate early cognitive and motor skills, resulting in noticeable gains among children.
- Coordinated with family members and specialists to craft individualized care routines, improving consistency in daily schedules and behavior management.
- Maintained precise logs of health and developmental skills, enabling timely identification of patterns and supporting caregiver communication.
- Mentored assistant staff during shifts, demonstrating classroom procedures and behavior strategies to sustain calm, safe learning environments.
Server/Hostess
Buffalo Wild Wings, Tallahassee, FL
Tallahassee, FL
07.2017 - 12.2019
- Delivered attentive customer service in a fast-paced, high-volume environment.
- Managed orders, payments, and guest concerns while maintaining accuracy and professionalism.
- Supported team operations to ensure smooth service flow and positive guest experiences.
- Mentor new hosts on reservation systems and service standards, accelerating onboarding and sustaining team consistency during busy shifts.
Mentor/Tutor
Leon County Elementary Schools, Tallahassee, FL
Tallahassee, FL
01.2017 - 05.2018
- Adhered to differentiated lesson modules to engage diverse learners, improving participation and supporting measurable academic progress for struggling students.
- Created and maintained organized progress records and intervention notes, enabling targeted follow-ups and clearer performance tracking.
- Mentored individuals and small groups to build study skills and confidence, producing noticeable gains in overall attitude and classroom readiness.
Education
Bachelor of Science -
Bachelor of Science - Family and Child Sciences, Education, Psychology
Florida State University
Tallahassee, FL05.2020
Skills
- Multitasking
- Conflict resolution
- CRM Systems
- Problem-solving/De-escalation
- Brand promotion
- Time management
- Team collaboration
- Policy compliance
- First Aid & CPR
- 71 WPM Typing Speed
Certification
- Cybersecurity, ISC2 - In progress
Languages
Cape Verdean Creole
Native or Bilingual
Portuguese
Professional Working
Interests
- Volunteer Work
- Graphic Design
- Crafting and DIY Projects
- Social Media
Timeline
Flight Attendant
JetBlue Airways
05.2022 - Current
Abuse Hotline Counselor
Florida Department of Children and Families
07.2020 - 07.2021
Classroom Teacher
FSU Childcare & Early Learning Program
01.2020 - 05.2020
Server/Hostess
Buffalo Wild Wings, Tallahassee, FL
07.2017 - 12.2019
Mentor/Tutor
Leon County Elementary Schools, Tallahassee, FL
01.2017 - 05.2018
Bachelor of Science -
Bachelor of Science - Family and Child Sciences, Education, Psychology
Florida State University