Francesca Falcini
Florence
Summary
Professional with strong background in providing exceptional customer service in high-pressure environments. Adept at ensuring passenger safety and comfort, with focus on team collaboration and adaptability to changing needs. Skilled in conflict resolution, communication, and emergency response procedures. Reliable and results-driven, consistently meeting and exceeding employer expectations.
Overview
24
24
years of professional experience
Work History
Cabin Crew Member
Smartlynx Airlines
01.2022 - Current
- Providing top-of-industry standards of service, safety, and security
- ACMI and Charter
- Trained on B737, A330, A321, and A320 for passengers and Cargo
- Based in different cities around the world, I developed communication skills in a multicultural environment working as a team to comply with daily challenges
- I took part in different projects performing mid and long-haul flights within Asia, Europe, and America
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Improved teamwork among crew members by actively participating in debriefings and sharing constructive feedback after each flight.
- Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
- Collaborated with fellow crew members to deliver a seamless flight experience for passengers, ensuring timely departure and arrival.
- Supported smooth meal service operations by accurately taking orders from passengers, serving meals efficiently while accommodating dietary restrictions or allergies upon request.
- Provided compassionate assistance during medical emergencies onboard, administering first aid treatment according to training guidelines until further help arrived.
- Cleaned and serviced aircraft cabin, galleys and lavatories.
- Facilitated efficient boarding processes by checking tickets, directing passengers to their seats, and assisting with carry-on luggage storage.
- Ensured aircraft cleanliness between flights by performing thorough inspections and coordinating cleaning crews as needed.
- Assisted passengers with special needs, providing personalized care and support throughout the flight.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
Store Manager
AMV Retail
07.2018 - 02.2021
- Accurate customer reception and contributing to customer loyalty
- Responsible for performance monitoring, training, hiring, and managing activities
- Responsible for monitoring the stock in the warehouse and the supply of the same, and creating weekly/monthly reports for the company budget
- Supporting the management of Visual Indoor activities, contributing to the creation of appropriate guidelines in partnership with the main office
Store Manager
Zadig & Voltaire
09.2016 - 06.2018
- Accurate customer reception and contributing to customer loyalty
- Responsible for performance monitoring, training, hiring, and managing activities
- Responsible for monitoring the stock in the warehouse and the supply of the same, and creating weekly/monthly reports for the company budget
- Supporting the management of Visual Indoor activities, contributing to the creation of appropriate guidelines in partnership with the main office
Sales Assistant
Zadig & Voltaire
09.2010 - 12.2016
- Responsible for selling products in order to satisfy customers' needs, highlighting the importance of improving our Customer Experience
- Accurate customer reception and contributing to customer loyalty
- Staging of the shop
Store Manager
LHP Boutique
04.2008 - 12.2010
Sales Assistant
Flavio Castellani
01.2008 - 12.2008
Translator and Interpreter
Burlington Books
09.2004 - 12.2008
- Responsible for the translation of various documents from English into Italian and vice versa
- Supporting the Marketing Department
Hostess
Eurolines
10.2003 - 09.2004
- Delivering Customer Service by interacting and helping them with their stay
- Hostess duties and customer assistance for foreign customers
Event Organizer
Fiesole
11.2001 - 10.2003
- In charge of organizing various types of company events and weddings
Store Manager
L.K Bennet
10.2000 - 10.2001
Education
High School Diploma -
09-1995
Skills
- Reliability and punctuality
- Flexibility
- Safety awareness
- Security measures
- Company policy adherence
- Aircraft emergency evacuations
- Company culture and values
- Emergency equipment assessment
- Flight safety
- Verbal and written communication
- Cleanliness and sanitation
- Aviation regulations
- Preflight briefings
- Boarding coordination
- Passenger service
Languages
Italian
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Cabin Crew Member - Smartlynx Airlines
01.2022 - Current
Store Manager - AMV Retail
07.2018 - 02.2021
Store Manager - Zadig & Voltaire
09.2016 - 06.2018
Sales Assistant - Zadig & Voltaire
09.2010 - 12.2016
Store Manager - LHP Boutique
04.2008 - 12.2010
Sales Assistant - Flavio Castellani
01.2008 - 12.2008
Translator and Interpreter - Burlington Books
09.2004 - 12.2008
Hostess - Eurolines
10.2003 - 09.2004
Event Organizer - Fiesole
11.2001 - 10.2003
Store Manager - L.K Bennet
10.2000 - 10.2001
ITC Alessandro Volta - High School Diploma,
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