Mariella Sookram
Penal
Summary
Dedicated and results-driven professional pursuing a managerial role to utilize leadership capabilities, enhance team performance, and align with organizational goals while expanding expertise in supervision and management.
Overview
6
6
years of professional experience
Work History
Reservations Sales and Chat Representative
American Airlines
Port Of Spain
01.2021 - 12.2025
- Resolved high-priority cases from frontline chat agents, ensuring swift, accurate solutions for elite customers.
- Investigated complex issues by reviewing account histories and policies for optimal resolutions.
- Collaborated with operations, ticketing, and rates teams to address multi-department escalations.
- Provided specialized assistance to high-profile and loyalty tier customers.
- Engaged with international colleagues to support customers across diverse regions.
- Utilized multifunctional software, including Sabre and Microsoft, to enhance operational efficiency.
- Facilitated sound decision-making in high-pressure situations to improve environments for passengers and employees.
- Managed multiple chats simultaneously while maintaining service quality.
- Documented customer interactions for future reference and analysis.
- Collaborated with team members to enhance customer support processes.
Administrative Assistant
Romeo and Sons Transportation
San Fernando
01.2020 - 03.2021
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors professionally, addressing inquiries and directing to appropriate personnel.
- Developed diverse written communications including letters, memos, reports, emails, and presentations tailored to management needs.
- Managed scheduling and logistics for transportation operations.
- Coordinated communication between clients and drivers effectively.
- Developed and maintained filing systems for easy access to information.
- Organized company documents and ensured compliance with regulations.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Facilitated meetings by preparing agendas and taking minutes accurately.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
Education
Bachelor of Arts with Honors - Business Administration
University of Bedfordshire
07-2022
Diploma - Business Management, International Business Economics and markets, Operations management, Analytical Decision making, Managing agile organizations and people, Innovation & business performance, Effective Financial Management
Advancing Business Education
01.2021
Certificate - Business Management, Introduction to financial & Management Accounting, Introduction to Business Management, Analyzing the Business Environment, Contemporary Issues in Business Communication, Personal Development
School Of Accounting and Management
01.2020
Business Studies - English A, Mathematics, Principles Of Accounts, Principles Of Business, English B, Geography, Human and Social Biology, Spanish
San Fernando Central Secondary School
01.2019
Skills
- Problem solving
- Customer service
- Multi-channel communication
- Data analysis
- Software proficiency
- Operations coordination
- Team collaboration
- Time management
- Decision making
- Professional writing
- CRM software
- Social media monitoring
Extracurricular Activities
Dunamis Student Ministry, Faith Center, Worship Leader, I am actively involved as the Worship Leader of the youth group and main church at Faith Center San Fernando. This is something I have become very passionate about and appreciate the opportunity to teach and interact with teenagers.
Contact
(868) 283-4652, (868) 721-9809
Training And Development
- Certified in cardiopulmonary resuscitation (CPR)
- Fire extinguisher training
- First AID/ Fire Warden
- Junior Achievement T&T, 01/01/18, a group of students was selected and challenged to create and run a JA company I held the position of Vice President of the company, in this role I was able to improve and develop skills such as delegation, effective planning, co-ordinating and motivating others.
References
References available upon request.
Timeline
Reservations Sales and Chat Representative
American Airlines
01.2021 - 12.2025
Administrative Assistant
Romeo and Sons Transportation
01.2020 - 03.2021
Bachelor of Arts with Honors - Business Administration
University of Bedfordshire
Diploma - Business Management, International Business Economics and markets, Operations management, Analytical Decision making, Managing agile organizations and people, Innovation & business performance, Effective Financial Management
Advancing Business Education
Certificate - Business Management, Introduction to financial & Management Accounting, Introduction to Business Management, Analyzing the Business Environment, Contemporary Issues in Business Communication, Personal Development
School Of Accounting and Management
Business Studies - English A, Mathematics, Principles Of Accounts, Principles Of Business, English B, Geography, Human and Social Biology, Spanish
San Fernando Central Secondary School