Summary
Overview
Work History
Education
Skills
Software
Certification
Interests
Timeline
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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

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Software

Microsoft Office

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

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Vito LeoCustomer Service Agent At Blue Handling