Open to opportunities

Maluhia Freitas

@maluhiafreitas

Message

I’m a customer success and support manager specializing in high-volume service, CRM workflows, and travel operations.

United States

Message

What I'm looking for

I’m looking for a customer success or support role where I can lead teams, optimize scheduling and remote operations, and use Salesforce/CRM workflows to deliver seamless, accurate experiences while continuously improving service quality.

I’m a hospitality and customer success professional with 9+ years of experience delivering high-quality customer support, travel-industry operations, and administrative organization. I’ve managed complex reservation records and guest/member inquiries while leveraging CRM Software and careful data entry to keep accuracy high.

Across remote and on-site roles, I’ve led teams through call center management, scheduling, payroll accuracy, and escalated issue resolution. I’m also comfortable handling multi-channel support at scale, coordinating logistics and inventory, and translating educational materials between Hawaiian and English with strict attention to cultural context.

Experience

Work history, roles, and key accomplishments

Innkeeper / Housekeeper

Volcano Village Lodge

Sep 2025 - Nov 2025 (2 months)

Provided guest-facing customer support, including check-in assistance and local travel planning. Managed reservations and guest communications to maintain booking accuracy, and coordinated inventory logistics, facility maintenance, and minor repairs.

Customer Support Travel Planning Reservations Management CRM Software Booking Accuracy Inventory Management Supplies And Linens Logistics Facility Maintenance Scheduling

Translator

Productive Playhouse

May 2024 - Aug 2024 (3 months)

Performed high-volume translation and data entry for educational materials between Hawaiian and English while maintaining cultural accuracy. Coordinated with stakeholders to deliver on deadlines across multiple concurrent remote projects and handled sensitive information using secure document management protocols.

Data Entry Translation Stakeholder Management Multitasking Document Management

Call Center Agent (Remote)

Carter's

May 2023 - Dec 2023 (7 months)

Used Salesforce to manage customer profiles and resolve 40+ inquiries per day in a remote environment. Provided multi-channel customer support via live chat, email, and phone, maintaining accurate call logs and data records.

Salesforce CRM Customer Support Live Chat Customer Profiling Email Management Phone Support

Call Center Manager

Hawai‘i Chamber of Commerce

Jan 2023 - Apr 2023 (3 months)

Managed call center scheduling by creating staff rotations and ensuring continuous coverage. Resolved escalated calls to support customer success, maintained payroll accuracy by tracking work hours, and handled digital requests via email and secure document links.

Call Center Scheduling Escalation Handling & Customer Success Payroll Processing Email Management

Call Center Supervisor

Hawaii Community FCU

May 2019 - Nov 2022 (3 years 6 months)

Coordinated new hire training and mentored staff to improve customer support quality and technical proficiency. Resolved complex member issues using account history data entry, managed administrative scheduling and payroll submissions, and maintained call logs and KPI performance reports.

Mentorship Customer Support Data Entry Administrative Scheduling Operational Reporting KPI Tracking

Front Desk Agent

Kona Bay Hotel

Jan 2019 - May 2019 (4 months)

Managed reservations across phone, email, and electronic booking systems to support occupancy. Handled guest check-in/check-out, maintained guest records and account histories through the hotel property management system, and processed check-out receipts and payments.

Reservation Management Phone Support Email Management Property Management Systems Account Histories Financial Processing

Front Desk Agent

Paradise Helicopters

Jun 2016 - Jan 2019 (2 years 7 months)

Coordinated reservation records and tracked flight availability to optimize scheduling and accommodate last-minute travel planning requests. Managed guest flow with FAA-required safety briefings, handled arrivals logistics, and supported booking communications with knowledge of tour types and travel industry policies.