Sean Gibson
Eastchurch,United Kingdom
Summary
Results-driven professional in customer service and airport operations. Skilled in team leadership, conflict resolution, and operational decision-making, supporting efficient flight boarding and gate management. Strong communication and interpersonal skills enhance customer experience while upholding organisational standards. Focused on coaching staff to promote collaboration and aiming to advance within the airline industry to refine operational strategies that boost passenger satisfaction.
Overview
30
30
years of professional experience
Work history
Customer Experience Lead
British Airways
2024.02 - 2026.07
- Coaches and coordinates customer experience representatives for consistent service standards.
- Resolved complex customer issues quickly and professionally during busy periods to enhance customer satisfaction.
- Managed customer flow to minimise waiting times during peak disruptions.
- Leads customer service operations across Terminal 5 check-in zones daily.
- Ensures efficient boarding and on-time aircraft departures across check-in.
- Leads gate team operations for short-haul and long-haul departures.
- Managed cabin baggage collection process to ensure compliance with operational and aircraft requirements. within operational and aircraft requirements.
- Shared operational updates and best practices to enhance team performance.
Customer Experience Representative
British Airways
2023.06 - 2024.02
- Guided customers throughout Terminal 5, addressing travel enquiries and providing necessary airport assistance.
- Checked in customers across all travel classes, ensuring smooth transitions from World Traveller to First.
- Verified travel documentation to ensure compliance with international travel regulations, contributing to a secure travel environment.
Baggage Crew Leader / Senior Customer Service Agent
British Airways
1996.02 - 2020.09
- Provided professional customer service in high-pressure situations to ensure customer satisfaction.
- Managed customer enquiries by telephone, delivering timely operational updates and enhancing customer communication.
- Worked closely with British Airways Premium and Gold Customer teams to provide enhanced service.
- Used excellent customer service recovery techniques to resolve complaints effectively.
- Led specialist baggage investigation team to efficiently resolve baggage issues.
- Managed the recovery and tracing of tagless baggage using live baggage tracking systems.
- Worked closely with aircraft turnaround managers to provide real-time baggage status information.
- Coordinated baggage loading and offloading activities to support operational performance.
- Investigated missing and damaged baggage claims.
Education
GCSEs - English, Mathematics, Geography, Religious Education, Economic History
St Joseph's College
Upper Norwood, LondonSkills
- Airline operations
- Gate management
- Passenger check-in
- Customer satisfaction
- Customer recovery
- Operational decision-making
- Team leadership
- Staff coaching and mentoring
- Problem solving
- Conflict resolution
- Time management
- Computer literacy
- Attention to detail
- Adaptability and flexibility
- Interpersonal communication
References
Available upon request.
Interests
Travelling, Theatre, Cinema, Reading autobiographies
Timeline
Customer Experience Lead
British Airways
2024.02 - 2026.07
Customer Experience Representative
British Airways
2023.06 - 2024.02
Baggage Crew Leader / Senior Customer Service Agent
British Airways
1996.02 - 2020.09
GCSEs - English, Mathematics, Geography, Religious Education, Economic History
St Joseph's College