Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
EDUCATION
Timeline
Generic

Sylvia Matus

Carolina Beach,NC

Summary

Professional with experience in customer service and safety protocols, prepared for this role. Strong focus on teamwork and adaptability, ensuring smooth operations and exceptional passenger experiences. Skilled in conflict resolution, emergency response, and communication, with calm and approachable demeanor that fosters trust and cooperation among colleagues and passengers. Knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

11
11
years of professional experience
1
1
Certification

Work History

FLIGHT ATTENDANT

PSA Airlines, Inc
04.2024 - Current
  • Utilized problem solving skills when handling difficult customers or resolving conflicts between passengers.
  • Stowed and organized luggage in overhead bins for maximum storage capacity.
  • Greeted passengers boarding aircraft and directed them to assigned seats.
  • Prepared passengers and aircraft for landing, following procedures.
  • Served food and drinks from refreshment cart and provided information about in-flight offerings.
  • Knowledge in extensive emergency equipment.
  • Answered passenger questions about flights, weather, travel routes, services, and schedules.
  • Trained in emergency evacuation procedures, CPR, and First Aid.
  • Walked aisles of planes to verify that passengers had complied with federal regulations prior to takeoffs and landings.

UNIVERSAL BANKER

The First Bank
06.2022 - 10.2023
  • Trained and mentored junior banking staff to maximize performance, efficiency, and compliance
  • Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions
  • Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines
  • Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
  • Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
  • Conducted thorough customer assessments to identify opportunities for upselling or targeting specific financial goals.

RESTAURANT MANAGER

Dolce Kitchen
08.2021 - 05.2022
  • Carefully interviewed, selected, trained, and supervised staff
  • Effectively managed payroll and timekeeping, and paperwork for new hires and terminations
  • Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
  • Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Tracked daily sales transactions and invoices for accurate and updated financial reporting.
  • Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.

CUSTOMER SERVICE REPRESENTATIVE

Firsev, Inc.
11.2019 - 04.2020
  • Performed more than fifty inbound calls per day from banking and merchant customers in a friendly and courteous manner
  • Worked with dual monitors and multiple software, answering customer telephone calls promptly to avoid on-hold wait times
  • Used company troubleshooting resolution to evaluate technical problems and find appropriate solutions
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

LEAD TELLER

Wells Fargo Bank
08.2017 - 09.2019
  • Created teller schedule to keep weekly and weekend shifts properly staffed
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services
  • Investigated and promptly resolved issues with patron accounts
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
  • Assisted in training new tellers to ensure a consistent level of excellent service across the team.
  • Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
  • Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
  • Developed rapport with clientele by delivering personalized services that addressed specific financial needs.
  • Exceeded cross-selling goals by effectively communicating product benefits tailored to customers'' unique financial situations.

ASSISTANT MANAGER

First Convenience Bank
09.2014 - 08.2017
  • Assisted customers with banking transactions, identified and serviced customer needs and resolved issues
  • Collaborated with bank manager and teller supervisor on scheduling, hiring decisions and monthly audits
  • Represented bank to community through good customer relations
  • Assisted with complex transactions using overrides and functions requiring additional authorization levels.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.

CUSTOMER SERVICE REPRESENTATIVE

Bank of America
08.2016 - 03.2017
  • Recommended products to customers, thoroughly explaining details
  • Educated customers about billing, payment processing, and supported policies and procedures
  • Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates
  • Educated customers on use of banking websites and mobile apps, recognizing their needs, and referring to appropriate representatives for cross-sell opportunities.

Education

Airline/Travel Specialist Diploma -

International Air and Hospitality Academy
Vancouver, WA

High School Diploma - undefined

Cactus Shadows High School
Cave Creek, AZ
05.2013

Skills

  • Public Speaking
  • Customer Service
  • Reliability and punctuality
  • Professional Appearance
  • Safety Procedures
  • FAA Regulations
  • Emergency Procedures
  • Bilingual
  • Training and coaching
  • Public interaction

Certification

FAA Certification

LANGUAGES

Spanish Fluent

EDUCATION

COMPLETED COURSEWORK TOWARDS Mar 2024

Timeline

FLIGHT ATTENDANT

PSA Airlines, Inc
04.2024 - Current

UNIVERSAL BANKER

The First Bank
06.2022 - 10.2023

RESTAURANT MANAGER

Dolce Kitchen
08.2021 - 05.2022

CUSTOMER SERVICE REPRESENTATIVE

Firsev, Inc.
11.2019 - 04.2020

LEAD TELLER

Wells Fargo Bank
08.2017 - 09.2019

CUSTOMER SERVICE REPRESENTATIVE

Bank of America
08.2016 - 03.2017

ASSISTANT MANAGER

First Convenience Bank
09.2014 - 08.2017

High School Diploma - undefined

Cactus Shadows High School

Airline/Travel Specialist Diploma -

International Air and Hospitality Academy

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