ROXANA MATAMOROS
College Park,MD
Summary
Warm and friendly individual with ability to help customers in any situation. Enjoys working closely with team members to provide positive guest experience. Experience as front desk agent in busy and successful resort setting. Highly organized in handling administrative functions.
Overview
12
12
years of professional experience
Work History
Manager of Operations
Next Level Staffing LLC
07.2021 - Current
- Streamlined operational workflows to enhance efficiency across multiple departments.
- Implemented process improvements that reduced operational costs and increased productivity.
- Led cross-functional teams in executing strategic initiatives to support organizational goals.
- Developed and maintained performance metrics to drive accountability and improve outcomes.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed training programs for new employees, ensuring high level of competence and quick adaptation to their roles.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Customer Service Representative
Scheffres Laundry Service
10.2023 - 05.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining exceptional service standards.
- Trained new staff on company policies and customer service best practices.
- Developed and implemented process improvements to enhance customer satisfaction.
- Conducted follow-ups to ensure resolution and build lasting customer relationships.
- Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
- Educated customers about billing, payment processing and support policies and procedures.
Front Desk Receptionist / Gynecologist
Office
04.2021 - 04.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Scheduled and confirmed appointments.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Processed payments, insurance & billing.
- Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules.
- Managed appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Maintained computer and physical filing systems.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Kept accounts in balance and ran daily reports to verify totals.
Package Handler / UPS
Package Handler
11.2020 - 03.2021
- Prepared pallets of boxes for easy transportation between customer and storage locations.
- Fastened documentation, including receipts, packing slips and bill of lading, to shipments leaving facility.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Coordinated daily work strategies, following oral and written instructions to properly move and ship products.
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Recorded each completed job in equipment use log.
Waitress Supervisor
Tartufo Restaurant
09.2015 - 03.2020
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Educated guests on daily specials and appetizers, entrees, desserts, and other menu items.
- Maintained accuracy while handling payments, giving change and printing receipts to customers.
- Communicated with kitchen staff frequently to stay up to date on supply availability and potential customer wait times.
- Confirmed customers ages for alcohol service and discontinued service to intoxicated guests.
- Dealt with customer issues for servers, consistently upholding professionalism and calmness to maintain customer satisfaction.
- Arranged and prepared tables for customers to provide guests with excellent experiences and foster repeat business.
- Supervised daily operations, ensuring efficient service and high customer satisfaction.
Cashier Team Lead
Three Brothers Restaurant
07.2013 - 08.2015
- Train new team members in cash register operations, stock procedures and customer service.
- Wrapped items and bagged purchases property to prevent merchandise breakage.
- Resolved issues with cash registers, card scanners and printers.
- Operated the cash register, collected payments and provided accurate change.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Reviewed weekly sales ads and monitored price changes.
- Arranged paper and electronic payment records to maintain well-organized fill systems and recordkeeping compliance.
Education
High School Diploma -
High Point High School
Beltsville, MD01.2014
Skills
- Scheduling
- Administrative support
- Documentation expertise
- Good communication and comprehension skills
- Credit and collections
- Team-spirited environment through a positive and proactive leadership style
- Mail handling
- Organizational skills
- Relationship building
- Excellent multi-tasking ability
- Technical Support
- Database administration
- Employee training
- Staff recruitment
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Service Representative
Scheffres Laundry Service
10.2023 - 05.2025
Manager of Operations
Next Level Staffing LLC
07.2021 - Current
Front Desk Receptionist / Gynecologist
Office
04.2021 - 04.2021
Package Handler / UPS
Package Handler
11.2020 - 03.2021
Waitress Supervisor
Tartufo Restaurant
09.2015 - 03.2020
Cashier Team Lead
Three Brothers Restaurant
07.2013 - 08.2015
High School Diploma -
High Point High School
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