Hi, I’m
Cleidiomar Dalmasio
Poole,Dorset
Summary
A dynamic Customer Service Specialist with over 15 years of proven experience in delivering exceptional service within the hospitality sector. I am eager to bring my dedication to customer satisfaction and safety to British Airways, where my aim is to elevate the customer experience through adaptive service and unwavering operational standards.
Overview
11
years of professional experience
4
years of post-secondary education
1
Certification
Work history
CONDOR FERRIESGUERSEY-POOLE
Cabin Crew Lounge Team Leader
02.2023 - Current
Job overview
- Recognized for exceptional customer service delivery, I was promoted to Team Leader of the Club Class Lounge on the vessel due to passenger recommendations via emails and calls
- Under my leadership, the Lounge experienced a significant 28% increase in upgrades over six months
- I was awarded vouchers for on-board Duty-Free spending, a direct result of frequent passenger mentions highlighting my dedication to service excellence
- Orchestrated a welcoming atmosphere at the Club Class Lounge, guiding passengers and providing specialized assistance to those with additional needs for a secure and comfortable journey
- Collaborated across departments to enhance the passenger experience with seamless integration of catering, entertainment, and amenities
- Swiftly resolved inquiries and issues, upholding a standard of excellence in customer satisfaction
- Diligently enforced safety protocols and adherence to company policies, safeguarding passenger and crew welfare
- Led and developed a high-performing cabin and lounge team, ensuring peak operational efficiency and top-tier service in the Club Class Lounge
- Directed emergency preparedness through drills and training, fortifying crew capability in crisis response
- Partnered with maritime leadership to tackle operational challenges, contributing to the flawless execution of voyages.
PIZZA EXPRESSLONDON/POOLE
Waiter
02.2017 - 12.2021
Job overview
- Achieved dual perfect scores in mystery shopper evaluations, earning a store award and compliments from the store manager for exemplifying service excellence and operational standards
- Enhanced customer dining experiences by providing expert menu insights and tailored recommendations, fostering rapport and personalizing service
- Executed responsibilities in strict alignment with company standards and policies, ensuring consistent service excellence.
RADISSON BLU EDWARDIAN HEATHROW HOTELLONDON
Night Guest Service Co-Ordinator
06.2019 - 12.2020
Job overview
- Guest Choice of the Month award winner
- Crafted and executed a communications strategy for external clients, ensuring clear and consistent messaging during critical pandemic-related challenges
- Delivered top-tier customer service, adapting flexibly to guests' needs, including facilitating late arrivals and early departures, and engaging proactively through various channels
- Managed detailed records for all 464 rooms utilizing Opera software, efficiently addressing guest complaints and queries
- Coordinated housekeeping and room service requests, providing concierge support throughout the night
- Resolved customer complaints with effective solutions, securing satisfactory resolutions.
QUALITY HOTEL AEROPORTO VITÓRIAVITÓRIA
Night Manager
06.2013 - 02.2017
Job overview
- Honored with the distinguished 'Employee of the Year 2016' award, for my exceptional performance and peer recognition within the company
- Promoted from Service Agent Junior to Night Manager
- Oversaw hotel operations for 219 rooms, streamlining invoicing and customer relationship management
- Conducted thorough audits of revenue transactions ranging from £150K to £280K, ensuring precise adjustments and corrections
- Ensured exceptional customer service at reception, managing check-ins/outs, offering tourist advice, and resolving complaints to uphold service standards.
Education
Centro Universitario FaesaVitoria /Brazil
Bachelor in Social Communication / Journalism
07.2013 - 07.2017
University overview
- Dissertation: Documentary and Identity: the social memory of Brazilians in England (Merit).
Skills
- Strong customer service experience
- Excellent leadership and team management abilities
- Strong communication and interpersonal skills
- Conflict resolution skills
- Attention to detail and ability to multitask in a fast-paced environment
- Adaptability and flexibility to changing circumstances
- Works confidently both independently and in a team
- Empathetic, logical and resilient
- Creative mindset
- Brand Advocacy
Languages
Portuguese
Native language
English
Master or proficient
C2
Spanish
Master or proficient
C2
Italian
Upper intermediate
B2
Certification
- Personal Survival Techniques
- Seafarer Medical ENG 1
- Elementary First Aid
- Personal Safety and Social Responsibility
- Fire Prevention and Fire Fighting
- Crowd Management
- Passenger Safety, Cargo Safety and Hull Integrity
Timeline
Cabin Crew Lounge Team Leader
CONDOR FERRIES
02.2023 - Current
Night Guest Service Co-Ordinator
RADISSON BLU EDWARDIAN HEATHROW HOTEL
06.2019 - 12.2020
Waiter
PIZZA EXPRESS
02.2017 - 12.2021
Centro Universitario Faesa
Bachelor in Social Communication / Journalism
07.2013 - 07.2017
Night Manager
QUALITY HOTEL AEROPORTO VITÓRIA
06.2013 - 02.2017
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