Microsoft Word/Power Point/ Excel
Jefferson Silva Filetti
Ground Operations
Feltham ,United Kingdom
Summary
Ambitious and bilingual Customer Service Executive with expertise in various industries. Delivers exemplary customer interaction, problem resolution and efficient research. Expands customer base and market reach with cross-cultural understanding.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Ground Operations Agent
British Airways
London Heathrow Airport, United Kingdom
10.2022 - Current
- Understood FAA, TSA and airport regulations and verified compliance.
- Operated aircraft refuelers, tugs and tractors, ground power units and other aircraft ground support equipment.
- Loaded and unloaded baggage of various weights and dimensions to and from aircraft and baggage areas.
- Attended and completed required online and in-person training and mentored newer agents in advanced roles.
- Performed control, dispersal and disposal of potentially hazardous wildlife to facilitate airfield and airspace safety.
- Executed regular airfield inspections, identifying and reporting safety hazards or issues to supervisor.
Manager
Tottaly Clean
London, United Kingdom
06.2016 - 09.2022
- Onboarded new employees with training and new hire documentation.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Controlled costs to keep business operating within budget and increase profits.
Delivery Driver
DHL
Colnbrook, London
06.2016 - 06.2021
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed strong sense of most efficient routes to avoid traffic and construction on local roads and highways.
- Established lasting relationships with customers by delivering packages on time, interacting professionally, and responding promptly to questions.
Customer Service Executive
Latam Airlines
London Heathrow Airport, United Kingdom
10.2014 - 06.2016
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Passenger Service Agent
Face2Face
London Heathrow Airport, United Kingdom
06.2014 - 10.2014
- Announced flight status updates and information about gate changes over PA system.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Escorted handicapped passengers from terminal to aircraft.
Education
High School Diploma -
Escola Estadual Maria Carneiro Pinto
Santa Barbara De Goias 01.2005 - 12.2008
Skills
Security regulations
Self-Motivated
PPE Compliance
Problem-Solving
Planning and Coordination
Flexible and Adaptable
Airline Software Proficiency
Analytical and Critical Thinking
Multitasking Abilities
Aircraft operations procedures
Staff Management
Airfield safety expertise
Software
Althea Amadeus CM - Check-in
World Trace Baggage of Airlines
Ultra Eletronics
Timeline
Ground Operations Agent
British Airways
10.2022 - Current
Manager
Tottaly Clean
06.2016 - 09.2022
Delivery Driver
DHL
06.2016 - 06.2021
Customer Service Executive
Latam Airlines
10.2014 - 06.2016
Passenger Service Agent
Face2Face
06.2014 - 10.2014
High School Diploma -
Escola Estadual Maria Carneiro Pinto
01.2005 - 12.2008