Microsoft Office
Vito Leo
Customer Service Agent At Blue Handling
Bishop's Stortford,57 Southmill Road
Summary
Proficient Ticket Desk Agent with expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Experienced with working in a high paced, time sensitive, stressful environment.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
4
4
Languages
Work History
Ticket Desk Agent
Blue Handling ABM
Stansted, Essex
2022.02 - Current
- Helped passenger daily with all kind of problems from missed departures to issues with their booking always focused on customer satisfaction and company policies&procedures.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Dealt with disruptions such as cancellations, delays, diverted flights and overbooking searching and providing accomodations, new flights, refund and compensations in compliance with EU and UK regulations.
- Worked different shift, weekend and holidays and when needed over hour especially during disruptions.
Customer Service Agent
Blue Handling ABM
Stansted Airport, Essex
08.2021 - 02.2022
- High paced environment.
- Helped large volume of passenger every day with positive attitude and focus on customer satisfaction.
- Dealt with numerous problems every days outside normal operation, which required pro-activeness and out-of-the-box thinking, always keeping in mind company standards and customers satisfaction
- Experienced as both check-in and gate agent, where especially the latter, being very time-sensitive, requires problem-solving skills and quick thinking where problems of every nature arise, both from passengers and operations.
Cabin Crew Member
Ryanair
Stansted Airport, Essex
10.2018 - 06.2021
- Answered passengers' questions and provided solutions to issues arising during flights.
- Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Oversaw maintenance of all required equipment and sent it out for required services.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
Data Analyst
Doxa
Corato, Italy
05.2015 - 06.2018
- Worked in collaboration with Doxa SpA, an important market research company. Duties were to revise and analyze the market data collected through surveys, mystery shopping and crowdsourcing.
- Organized work load so to meet the deadlines given by the company.
- Worked under pressure.
- Organized and instructed mystery shoppers
Education
Materials Science
Universita Degli Studi Di Bari
Bari, Italy 10.2014 - 05.2018
Skills
Pro Active
Hard working
Empathetic and genuine
Outstanding communication skills
Excellent team working
Fast Learner
Software
Mathlab
Excel VBA
Certification
First Aid (cabin crew Training)
Interests
Cycling
Boxing
Gaming
Painting
Timeline
Ticket Desk Agent
Blue Handling ABM
2022.02 - Current
Customer Service Agent
Blue Handling ABM
08.2021 - 02.2022
Cabin Crew Member
Ryanair
10.2018 - 06.2021
First Aid (cabin crew Training)
09-2018
Data Analyst
Doxa
05.2015 - 06.2018
Materials Science
Universita Degli Studi Di Bari
10.2014 - 05.2018