Lucila Ponce
London
Summary
Motivated and detail-oriented individual with strong organizational and multitasking skills, eager to adapt quickly, take on new challenges, and contribute immediately while gaining valuable experience in a professional setting
Overview
10
10
years of professional experience
Work history
Airport Operations- Customer Service LHR
Value Group
London Heathrow Airport
02.2025 - 08.2025
- Provided calm, empathetic customer support during flight disruptions, coordinating care services while liaising with ground staff and airlines to minimize customer impact. Frequently traveled within UK and international to support operational needs.
Online Support - Empathetic listener
Remote WFH
London
08.2020 - 01.2025
- Video and phone-based empathetic listening. A judgment free space to encourage people to express their feelings and concern, from every day worries to a serious mental health issues, like anxiety or depression.
FOH
Heathrow Airport
London
06.2018 - 06.2020
- Welcomed passengers to the Qatar lounge, provided information on land and airside services, assisted with queries, and collaborated with staff to deliver outstanding customer service
PA
Queensgate Art Studios
London
03.2015 - 06.2018
- Welcomed students and prepared the studio, organized international trips, and provided daily support to the manager and teachers.
Education
GCSEs - Psychology
Cristo Rey Catholic High School
Argentina 03/1988 - 12/1993
Cabin Crew -
U. Buenos Aires
Argentina 03/1994 - 05/1994
PRM, Food Allergens, Food Safety -
Heathrow Airport
London 06/2018 - 07/2018
Critically Exploring Psychology -
Open University
London 06/2025 - 07/2025
Skills
- Active listening
- Adaptability
- Flexibility
- Initiative
- Problem-solving
Languages
Spanish
Native
English
Fluent
Affiliations
- My hobbies outside work include travelling, reading, writing, gym and mindfulness. I truly believe these hobbies make a healthy balance between work and personal life.
Timeline
Airport Operations- Customer Service LHR
Value Group
02.2025 - 08.2025
Online Support - Empathetic listener
Remote WFH
08.2020 - 01.2025
FOH
Heathrow Airport
06.2018 - 06.2020
PA
Queensgate Art Studios
03.2015 - 06.2018
GCSEs - Psychology
Cristo Rey Catholic High School
03/1988 - 12/1993
Cabin Crew -
U. Buenos Aires
03/1994 - 05/1994
PRM, Food Allergens, Food Safety -
Heathrow Airport
06/2018 - 07/2018
Critically Exploring Psychology -
Open University
06/2025 - 07/2025
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