Gianluca Lazzeretti
SACROFANO
Summary
Proven customer service expert with a history at Swissport International, adept in airport security and resolving passenger issues with empathy and efficiency. Skilled in security screenings and sales, I consistently deliver exceptional service under pressure, enhancing customer loyalty and team performance standards. My approach combines active listening with effective problem-solving, achieving significant improvements in customer satisfaction. Kind Passenger Service Agent with considerable experience in airline and hospitality customer service. Assists passengers by interpreting flight schedules and relaying weather reports. Adept at working in stressful situations with little to no supervision.
Overview
22
22
years of professional experience
Work History
Passenger Service Agent
Swissport International
07.2022 - Current
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Passenger Service Agent
Alitalia Airlines
07.2006 - 07.2022
- Ensured passenger safety by conducting thorough pre-flight checks of wheelchairs and other mobility equipment.
- Facilitated effective communication between airline staff and non-English speaking passengers, utilizing language skills when necessary.
- Provided exceptional customer service to diverse clientele, addressing individual needs and preferences.
- Participated in regular training sessions covering topics such as safety regulations compliance updates or changes in company policies.
- Demonstrated strong problem-solving abilities during flight delays or cancellations, working closely with airline personnel to accommodate affected passengers promptly.
- Trained new employees on company procedures and best practices, contributing to an overall improvement in team performance standards.
- Handled complaints professionally and expediently, resulting in satisfactory resolutions for both customer and airline.
- Oversaw ticketing, gate and ramp services.
Customer Service Representative
H3g S.p.a
04.2004 - 06.2006
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Representative
RCI Vacation Exchange
11.2002 - 03.2004
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
High School Diploma -
Istituto Tecnico Commerciale "A.Genovesi"
Rome, Italy07.1999
Skills
- Airport Security
- Security Screenings
- Sales expertise
- Reservations
Languages
English
Advanced (C1)
Polish
Elementary (A2)
Timeline
Passenger Service Agent
Swissport International
07.2022 - Current
Passenger Service Agent
Alitalia Airlines
07.2006 - 07.2022
Customer Service Representative
H3g S.p.a
04.2004 - 06.2006
Customer Service Representative
RCI Vacation Exchange
11.2002 - 03.2004
High School Diploma -
Istituto Tecnico Commerciale "A.Genovesi"
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