Fernanda Silva Fernandes
Bracknell
Summary
Customer-focused professional with experience in fast-paced aviation and logistics environments. Strong communicator and multitasker with a proven ability to manage complex situations, enhance service delivery, and lead teams effectively. Recognized for adaptability, teamwork, and commitment to operational excellence.
Overview
10
10
years of professional experience
Work history
Customer Service Representative
United Airlines
, LHR
2017.06 - Current
- Ensured compliance with travel, security, and documentation requirements for all passengers.
- Coordinated efforts with flight crew and ground teams to facilitate seamless departures.
- Resolved delays and complex passenger issues using calm, confident judgement.
- Supported team members during high-pressure operations to uphold service standards.
Team leader
Map Cargo
East Bedfont, Hounslow
2016.02 - 2017.05
- Assigned tasks based on project demands and individual capabilities to optimise efficiency.
- Ensured clear communication of goals and deadlines to keep teams on track.
- Facilitated team-building activities to improve collaboration and enhance morale.
- Developed trust-based relationships with customer accounts through open dialogue.
- Followed up on outstanding issues from prior shifts for prompt resolution.
- Maintained an organised central laydown area for efficient operational support.
Education
English
Trinity College
City of London08.2013
Diploma of Higher Education - Business
Faculdade Padrao
Brazil12.2003
Skills
Verbal and written communication
Adaptability and flexibility
Cultural awareness
Team Player
Problem solving
Languages
Portuguese
Native language
Timeline
Customer Service Representative
United Airlines
2017.06 - Current
Team leader
Map Cargo
2016.02 - 2017.05
English
Trinity College
Diploma of Higher Education - Business
Faculdade Padrao