Leonardo Lotti
Executive Assistant
Newquay
Summary
Experienced with managing executive schedules, travel arrangements, and meeting coordination. Utilizes strong interpersonal skills to facilitate communication and collaboration among team members. Knowledge of office management software and administrative protocols.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Claims Assistant
NHS Resolution
04.2024 - Current
- Providing efficient and effective support for the claims function.
- Supporting others as required and undertaking general office duties.
- Opening and sorting mail, scanning correspondence, directing electronic faxes.
- Answering and dealing with phone enquiries, responding to emails, in person enquiries and preparing outgoing mail.
Customer Support
Evan Evans Tours
10.2023 - 03.2024
- Booking tours and venues with speed and accuracy via email, telephony and face-to-face.
- Amending and cancelling customer's bookings and keeping the booking system up to date whilst providing excellent customer service.
- Maintaining an accurate and comprehensive knowledge of the product range (by going on our tours), system and booking process.
- The ability to work fast and efficiently whilst maintaining attention to detail.
- Taking initiative for coming up with new ideas and changes to current processes and participating in on-going learning and development activities.
- Problem solving, resolving customer issues, and responding to reviews or complaints independently.
- Development of relationships with our suppliers, agents, guides, and guests and working together with teams throughout the company to develop best-work practices.
- Supporting the operations team in dealing with on-tour emergencies, rail and coach departures and liaising with tour guides and drivers.
- Adherence to company KPIs and personal targets.
Executive Assistant to the Diplomats
Embassy of Brazil
01.2022 - 05.2023
- Liaising with key figures of the political scenario, such as PMs and Foreign Office employees.
- Keeping records and securely handling classified communication.
- Networking with British political think tanks, such as: RUSI, Chatham House, IISS and the Policy Exchange.
- Monitoring the political impact of British and Brazilian Government measures on international media.
- Being responsible for the relocation contracts (household goods) for Diplomats moving to other countries.
- Overseeing the signing of contracts between The Embassy and companies from The United Kingdom.
- Answered high volume of phone calls and email inquiries.
- Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for Diplomats and Foreign Office employees.
Customer Service Representative
Cambridge Audio
01.2020 - 10.2021
- First line of response to enquiries via their web-based Customer Support Centre, related to an expanding range of wireless, bluetooth speakers, and core hi-fi and home cinema products.
- Troubleshooting customers' enquiries and problem-solving the situation within a tight deadline.
- Ensuring that enquiries were responded to and resolved within agreed Service Levels responsibly and professionally.
- Delivering meaningful and memorable experiences exceeding customers' expectations by interacting with Cambridge Audio support.
- Assistance in creating FAQs and setup guides for the support website to enable customers to easily resolve their queries.
Customer Service Representative
Dublin Coach
08.2017 - 07.2019
- Handling high volumes of calls and internet enquires.
- Tracking coaches and informing customers of estimated arrival.
- Dealing with customer complaints in a timely and diplomatic manner and if necessary escalating to those higher in command.
- Liaising with all departments as their first point of contact.
- Processing customers refunds and being careful to destroy and disclose private information in line with new GDPR rules.
- Dealing with lost property and its safe return to customers or donation to a chosen charity.
- Administration of the company's Facebook page.
Education
Bachelor's Degree - Law
Catholic University of Petrópolis
02.2007 - 12.2011
Skills
Travel coordination
Documentation and reporting
Budgeting
Mail handling
Schedule management
Meeting Minutes
Timeline
Claims Assistant
NHS Resolution
04.2024 - Current
Customer Support
Evan Evans Tours
10.2023 - 03.2024
Executive Assistant to the Diplomats
Embassy of Brazil
01.2022 - 05.2023
Customer Service Representative
Cambridge Audio
01.2020 - 10.2021
Customer Service Representative
Dublin Coach
08.2017 - 07.2019
Bachelor's Degree - Law
Catholic University of Petrópolis
02.2007 - 12.2011