Maura Francesconi
Trecate
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer satisfaction and assistance. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
Work History
Check-in Agent
Airport Handling S.p.a.
09.2014 - Current
- Trained new Check-in Agents on best practices in customer service delivery, fostering a positive work environment.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Maintained detailed knowledge of airport policies and procedures to ensure seamless operations.
- Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
- Streamlined the check-in process for a smoother experience, managing passenger reservations with accuracy.
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Monitored flight schedules closely, providing timely updates to passengers regarding potential delays or cancellations.
- Expedited ticket changes or cancellations as needed, accommodating last-minute requests from passengers.
- Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
- Facilitated smooth boarding processes by guiding passengers towards designated gates efficiently.
- Collaborated with team members to maintain high-quality service standards during peak travel times.
- Coordinated with other airline personnel to ensure efficient movement of passengers through security checkpoints.
- Managed challenging situations professionally, deescalating conflicts and finding appropriate resolutions.
- Contributed to increased revenue by promoting available seat upgrades and additional services at check-in counters.
- Processed payments securely for excess baggage fees or other charges as required by airline policies.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
- Reviewed tickets, identification, and passports to verify traveler identity.
- Checked baggage at gate and loaded onto ramp.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- passenger reception at the VIP lounge.
- coordination of assistance for passengers with reduced mobility.
Check-in Agent
SEA Handling S.p.a.
02.2012 - 08.2014
- Trained new Check-in Agents on best practices in customer service delivery, fostering a positive work environment.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Maintained detailed knowledge of airport policies and procedures to ensure seamless operations.
- Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
- Streamlined the check-in process for a smoother experience, managing passenger reservations with accuracy.
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Monitored flight schedules closely, providing timely updates to passengers regarding potential delays or cancellations.
- Expedited ticket changes or cancellations as needed, accommodating last-minute requests from passengers.
- Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
- Facilitated smooth boarding processes by guiding passengers towards designated gates efficiently.
- Collaborated with team members to maintain high-quality service standards during peak travel times.
- Coordinated with other airline personnel to ensure efficient movement of passengers through security checkpoints.
- Managed challenging situations professionally, deescalating conflicts and finding appropriate resolutions.
- Contributed to increased revenue by promoting available seat upgrades and additional services at check-in counters.
- Processed payments securely for excess baggage fees or other charges as required by airline policies.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
- Reviewed tickets, identification, and passports to verify traveler identity.
- Checked baggage at gate and loaded onto ramp.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- passenger reception at the VIP lounge.
Check-in Agent
GlobeGround
05.2003 - 01.2012
- Trained new Check-in Agents on best practices in customer service delivery, fostering a positive work environment.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Maintained detailed knowledge of airport policies and procedures to ensure seamless operations.
- Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
- Streamlined the check-in process for a smoother experience, managing passenger reservations with accuracy.
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Monitored flight schedules closely, providing timely updates to passengers regarding potential delays or cancellations.
- Expedited ticket changes or cancellations as needed, accommodating last-minute requests from passengers.
- Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
- Facilitated smooth boarding processes by guiding passengers towards designated gates efficiently.
- Collaborated with team members to maintain high-quality service standards during peak travel times.
- Coordinated with other airline personnel to ensure efficient movement of passengers through security checkpoints.
- Managed challenging situations professionally, deescalating conflicts and finding appropriate resolutions.
- Contributed to increased revenue by promoting available seat upgrades and additional services at check-in counters.
- Processed payments securely for excess baggage fees or other charges as required by airline policies.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
- Reviewed tickets, identification, and passports to verify traveler identity.
- Checked baggage at gate and loaded onto ramp.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- passenger reception at the VIP lounge.
Check-in Agent
SEA Società Esercizi Aeroportuali S.p.a.
10.2000 - 05.2003
- Trained new Check-in Agents on best practices in customer service delivery, fostering a positive work environment.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Maintained detailed knowledge of airport policies and procedures to ensure seamless operations.
- Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
- Streamlined the check-in process for a smoother experience, managing passenger reservations with accuracy.
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Monitored flight schedules closely, providing timely updates to passengers regarding potential delays or cancellations.
- Expedited ticket changes or cancellations as needed, accommodating last-minute requests from passengers.
- Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
- Facilitated smooth boarding processes by guiding passengers towards designated gates efficiently.
- Collaborated with team members to maintain high-quality service standards during peak travel times.
- Coordinated with other airline personnel to ensure efficient movement of passengers through security checkpoints.
- Managed challenging situations professionally, deescalating conflicts and finding appropriate resolutions.
- Contributed to increased revenue by promoting available seat upgrades and additional services at check-in counters.
- Processed payments securely for excess baggage fees or other charges as required by airline policies.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
- Reviewed tickets, identification, and passports to verify traveler identity.
- Checked baggage at gate and loaded onto ramp.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- passenger reception at the VIP lounge.
Education
Lingue Straniere
Istituto Magistrale "C.T. Bellini"
Novara, ItalySkills
Airline Reservation Systems
Passenger Assistance
Stress Tolerance
Airport Security Regulations
Professional Appearance
Baggage Handling Knowledge
Crisis Management
Travel Documentation Expertise
Cross-cultural sensitivity
Ticketing and Boarding Procedures
Flight Scheduling Awareness
Basic computer skills
Passport reviews
Complaint Handling
Check-in procedures
Information assistance
Booking issues
Customer Service
Problem-Solving
Critical Thinking
Team Collaboration
Team Leadership
Creative Thinking
Active Listening
Decision-Making
Detail Oriented
Relationship Building
Flexible Schedule
Telephone reception
Documentation
Reservation software
Documentation And Reporting
Issue Resolution
Baggage Handling Procedures
Special Needs Assistance
English Fluency
Boarding Pass Assignment
Computer Reservation Software
Regulatory Compliance
Customer Documentation Review
Transportation information
Languages
English
Advanced (C1)
German
Intermediate (B1)
French
Intermediate (B1)
Timeline
Check-in Agent
Airport Handling S.p.a.
09.2014 - Current
Check-in Agent
SEA Handling S.p.a.
02.2012 - 08.2014
Check-in Agent
GlobeGround
05.2003 - 01.2012
Check-in Agent
SEA Società Esercizi Aeroportuali S.p.a.
10.2000 - 05.2003
Lingue Straniere
Istituto Magistrale "C.T. Bellini"
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