Emanuela Lindiner

LEONARDO COMPANY Italy/UK

Supporting AW/EH101 Merlin helicopter platforms for military customers including the Air Force and Navy, focusing on availability and performance.

Key Responsibilities:

• Acted as the main interface for customer support, including regular site visits and a 3-month residential placement on the Air Force base in Italy.
• Held daily/weekly meetings with cross-functional departments (Customer, Buyers, MSOs, Engineering, Quality, PSE, shipping, etc) to track material demands, readiness and technical issues.
• Managed KPIs and led burn-down plans to reduce arrears, track ITP (quotes approval) missing items, and improve revenue targets.
• Coordinated quotations, fixed-price agreements, and contract terms between Leonardo, vendors, and customers.
• Oversaw urgent customer requests for retrofits and operatives with latest requirements and short deadlines, quality notifications, escalations, and constants system updates in SAP.
• Investigated and resolved issues with incorrect or non-repairable material via IETP, involving technical teams where necessary.
• Unblocked units stuck at various process stages (e.g., gates, requisitions) by persistent follow-up and vendor chasing.

LEONARDO COMPANY Italy/UK

Supporting AW/EH101 Merlin helicopter platforms for civil customers including Norway, Denmark, Japan, Portugal, etc focusing on availability and performance.

Key Responsibilities:

• Coordinated material supply and logistics for civil helicopter components across multiple customer order books, ensuring timely part delivery to support operational and contractual requirements.
• Managed relationships and day-to-day communication with internal departments (Export/Import, Quality, Customer support) and external vendors to resolve supply chain issues and streamline delivery processes.
• Conducted regular order tracking and monitored parts in arrears, identifying delays and implementing corrective actions to minimize impact on DSA (Delivery Schedule Adherence) and overall performance.
• Created and led targeted mini-projects aimed at reducing backlogs and optimizing delivery flow, using statistical data to support planning and prioritization.
• Presented monthly performance updates, risk assessments, and success metrics to management, including vendor-specific analysis, highlighting threats and progress on supply objectives
• Fostered strong supplier relationships through regular calls and meetings, proactively addressing constraints and driving collaborative problem-solving.

• Provided professional wine service and customer experience in a high-end dining environment. (AA rosettes)
• Advised guests on wine pairings based on taste, menu, and occasion.
• Managed wine list presentation and supported stock rotation.
• Delivered memorable hospitality service while maintaining industry standards
• Asked customers for feedback, solved problems, provided additional items .
• Taken orders, served food, wine and drinks beverages and offered refills.
• Processed orders and taking payments

• Displayed friendly, outgoing and energetic behaviour to create a warm and fun atmosphere for guests
• Entered orders into the computer system quickly and in the proper sequence.
• Consistently monitored guest consumption of alcohol and intervened appropriately as needed.
• Set up bar for operation, obtained cash float and stocked the service bar.
• Completed regular bar inventories and daily requisition sheets as requested.
• Quickly identified problem situations and skilfully resolved incidents to the satisfaction of involved parties.
• Skilfully promoted items on beverage lists and restaurant specials.
• Maintained clean and presentable tables with tableware, spotless glassware, silverware and linens.

• Verified that all process control parameters were being documented and followed at all times.
• Demonstrated integrity and honesty whilst interacting with guests, team members and managers.
• Prepared drinks and ice cream items.
• Managed daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery.
• Increased team productivity through effective staff planning, coordination and task delegation.
• Dealt with customer complaints and rectified product and service issues.
• Maintained clean, organised working areas to create positive, productive environments with minimal risk.
• Guided and coached staff to achieve individual growth and sales production targets.
• Motivated team through providing hands-on practical support to all members of staff on duty.

• Top-performing agent in a high-volume sales environment, promoting a wide range of products and services over the phone.
• Achieved and consistently exceeded daily and monthly sales targets.
• Recognized as one of the top agents, earning performance-based rewards such as travel incentives, electronic devices, and gifts.
• Built rapport quickly with customers to convert leads into sales, upsell products, and handle objections.
• Maintained strong product knowledge and adapted sales techniques to match customer needs.
• Improved call centre functionality and service capacity by resolving customer complaints efficiently and quickly.
• Managed high call volume with tact and professionalism.
• Resolved service, pricing and technical problems for customers by asking clear and specific questions.
• Addressed customer inquiries and concerns to facilitate decision-making and minimise anxiety or hesitation.
• Trained junior agents on customer service excellence, boosting customer satisfaction rates.
• Processed orders quickly, providing customers with accurate order information.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Organised displays to promote inventory and encourage customer purchases.