Marina Gaya

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Guest Relations Officer/ Crew Agent Administration

Princess Cruises (USA-UK)

Nov 2023 - Current (3 years)

Managed over 5000+ client cases monthly involving passport processing, and international flight coordination, ensuring 98% on-time completion and client satisfaction. Oversaw daily financial transactions exceeding $50,000, including GFC operations, refunds, and payment reconciliations, while maintaining 100% compliance with company financial protocols. Delivered high-level customer service to a diverse international clientele, achieving a 94% resolution rate within 24 hours and contributing to a consistent customer satisfaction rating above 95%. Played a key role in monitoring and reporting on departmental budgets totaling $2.5M monthly, identifying cost-saving opportunities and reducing administrative overhead by 12% through process optimi

MEDICAL/ SOCIAL SERVICES ENGLISH INTERPRETER

Clear Source Translation

Oct 2022 - Nov 2023 (1 year 2 months)

Delivered accurate English–Portuguese interpretation in medical settings, ensuring patient understanding and provider clarity. Maintained a high level of professionalism, cultural sensitivity, and confidentiality at all times. Completed specialized medical interpreter training to support effective communication in clinical environments.

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VIRTUAL CUSTOMER SERVICE ASSISTANT

Suntransfers (REMOTE)-

May 2022 - Oct 2022 (6 months)

Delivered seasonal virtual customer support in English, Spanish, and Portuguese for international airport and hotel transportation services, assisting over 300 clients weekly with taxi, rental, and shuttle bookings. Managed daily bookings and payment transactions totaling $20,000+, while coordinating logistics to ensure timely pickups and smooth client experiences across multiple time zones. Maintained a client satisfaction rating of 98%, resolving issues promptly and ensuring seamless communication between customers, drivers, and service providers in a remote, fast-paced environment.

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Program)

Huaraz (AISEC Peru

Apr 2021 - May 2022 (1 year 2 months)

Supported guest services during a hotel exchange program, assisting 100+ international guests weekly with check-ins, travel plans, and service requests. Coordinated with the Tours Department to promote local excursions and provide insights into Peruvian culture and attractions. Delivered efficient, multilingual customer service in English, Spanish, and Portuguese, ensuring a smooth and welcoming guest experience.

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Résumé

Marina Gaya

About

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Behavioral traits