Joanna Paradowska
Customer Service Agent
Brentford
Summary
Experienced and customer-focused airport professional with over 8 years of customer service experience, currently working as a Customer Service Agent for Virgin Atlantic at Heathrow Airport. Skilled in customer handling, departure procedures, and ensuring compliance with safety and security regulations.
Proven ability to work in fast-paced operational environments, resolve customer issues efficiently, and support team members to deliver outstanding service. Strong communication and organisational skills with a commitment delivering exceptional customer service.
Overview
6
6
years of professional experience
Work History
Customer Service Agent
Virgin Atlantic Airways
Hounslow
04.2024 - Current
- Assist customers throughout the airport journey, including check-in, document verification and baggage processing in accordance with airline safety and security regulations
- Support the departure gate process to ensure smooth and efficient boarding operations
- Provide high levels of customer service with a willingness to go above and beyond, helping VA archive the goal of being most loved airline
- Promote ancillary products to generate revenue
- Confidently dealing with disruption, oversells and denied boarding on overbooked flights
- Maintaining high uniform standards, taking pride in the uniform
Reception Supervisor
Energym
West Ealing, Ealing
02.2023 - 04.2024
- Managed front desk operations, including customer service, membership enquiries, bookings, deliveries, and telephone enquiries.
- Handled customer complaints and queries, ensuring a high level of service and customer satisfaction.
- Ensured compliance with health and safety procedures, taking appropriate steps to maintain a safe environment for customers and staff.
- Responsible for opening and closing the facility, ensuring the premises were secure and operational procedures were followed.
Duty Manager
Best Western
Northfields
03.2022 - 12.2022
- Supervised daily hotel operations and led a team of staff to deliver high standards of customer service
- Interviewed, trained and supported team members to ensure performance met company standards
- Reduced customer complaints by improving service procedures and team communication
- Assisted the General Manager with operational planning, reporting and budgeting
- Prepared staff rotas to ensure appropriate staffing levels and successfully helped reduce weekly labour costs
- Maintained compliance with health and safety regulations and operational standards
Customer Service Supervisor
Holiday Inn Express
West Ealing, Ealing
03.2020 - 03.2022
- Handled customer enquires, resolved guest complaints and service issues, at all times ensuring the highest level of customer service is provided
- Supervised front desk team members, ensuring they followed hotel standards, procedures, and service expectations.
- Managed supplier orders and coordinated with external vendors to ensure operational supplies were maintained.
- Communicated with housekeeping and maintenance teams to ensure rooms and facilities met quality standards.
Skills
Airline Customer Service & Customer Handling
Team Leadership & Staff Coordination
Departure Gate Operations & Confident Using Departure Control Systems
Safety, Security & Compliance Awareness
Customer Problem Resolution
Operational Planning & Organisation
Additional Information
- Languages: English (Advanced), Polish (Native)
- Computer Skills: Microsoft Office (Word, Excel, PowerPoint)
Timeline
Customer Service Agent
Virgin Atlantic Airways
04.2024 - Current
Reception Supervisor
Energym
02.2023 - 04.2024
Duty Manager
Best Western
03.2022 - 12.2022
Customer Service Supervisor
Holiday Inn Express
03.2020 - 03.2022