Summary
Overview
Work History
Education
Skills
Software
Timeline
Volunteer

Felipe Pinto

Perth,WA

Summary

Dedicated customer service professional with more than 10+ years of
experience guiding and solving customers' issues. Familiar with Zendesk adn airport systems. Experience in fast-paced environments consistently exceeding expectations and elevating customer satisfaction.

Overview

7
7
years of professional experience
6
6
years of post-secondary education
2
2
Languages

Work History

Airport Passenger Service Agent

Acciona Airport Services
Santiago, Chile
04.2023 - 09.2023
  • Checked in luggage using software systems and confirmed all luggage met airline policies, safety and dangerous goods regulations.
  • Assisted passengers in the check-in and boarding processes, ensuring compliance with policies that avoided last-minute issues at boarding.
  • Announced flight status updates and information about gate changes over the PA system.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Provided a high level of customer service during flight contingencies by engaging customers and using active listening that defused tense situations.

Report Analyst

Ecomsur S.A.
Santiago, Chile
07.2022 - 03.2023
  • Enhanced data integrity by applying meticulous attention to detail when reviewing and analyzing data.
  • Maintained an organized schedule and documentation to deliver reports on time.
  • Continuously assessed current reporting techniques and introduced standardization to boost accuracy by 90%.
  • Applied advanced Excel and Google Spreadsheet functions and filters to support infrastructure.

Customer Care Supervisor

Ecomsur S.A.
Santiago, Chile
09.2021 - 06.2022
  • Organized daily workflow and assessed appropriate staffing to provide optimal service and solve contingencies.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Evaluated interactions between customer representatives and customers to assess personnel performance using CRM software metrics.
  • Developed and maintained strong relationships with customer representatives that improved work environment.

Customer Service Representative

Ecomsur S.A.
Santiago, Chile
04.2020 - 03.2021
  • Answered constant flow of customer emails maintaining satisfactory SLA levels.
  • Responded to customer requests for products, services, and company information using a CRM software.
  • Tracked and dully solved customer service case issues maintaining customers' trust in the company's post-sale service.
  • Led a project management of a gift program generating a contract renewal.
  • Developed and updated databases to handle customer data using Google Spreadsheet.

Duty Manager Supervisor

Acciona Airport Services
Santiago, Chile
07.2019 - 01.2021
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency, check-in, boarding and contingencies within the workflow.
  • Achieved results by working with staff to meet established targets improving in-time flights up tp 90%.
  • Enforced regulatory and company policy compliance to improve employee and passenger safety and readiness.
  • Trained employees to use British Airways' airport system.
  • Conducted ongoing meetings with suppliers to identify issues and reduce flight delays related to lack of/poor service.

Airport Passenger Service Agent

Acciona Airport Services
Santiago, Chile
11.2017 - 06.2019
  • Checked in luggage using software systems and confirmed all luggage met airline policies, safety and dangerous goods regulations.
  • Assisted passengers in the check-in and boarding processes, ensuring compliance with policies that avoided last-minute issues at boarding.
  • Announced flight status updates and information about gate changes over the PA system.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Provided a high level of customer service during flight contingencies by engaging customers and using active listening that defused tense situations.

Guest Experience Host

Merlin Entertainments Group Ltd.
Sydney, NSW
11.2016 - 05.2017
  • Greeted guests and answered general questions about animal attractions improving the guest experience through the zoo.
  • Helped children and families find favorite attractions and animal enclosures to optimize the guest experience.
  • Operated a ride providing a safety talk to guests and contributed to a wonderful park experience and increased feedback response by up to 85%.
  • Kept attraction neat and clean, following company policy and safety guidelines.

Education

Master of Information Technology -

Kaplan Business School
Perth, WA
11.2023 - Current

AssoD. Python Programming And Data Science -

Universidad Catolica De Chile
Santiago De Chile
09.2021 - 07.2022

AssoD. Renewable Energies And Energy Efficiency -

Instituto Del Medio Ambiente
Santiago De Chile
03.2011 - 03.2013

AssoD. in Business Administration -

Escuela De Comercio De Santiago
Santiago De Chile
03.2002 - 12.2004

Skills

Leadership

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Software

Zendesk

Resiber

Fly

Altéa

MS Excel

Google Spreadsheet

Python

Timeline

Master of Information Technology -

Kaplan Business School
11.2023 - Current

Airport Passenger Service Agent

Acciona Airport Services
04.2023 - 09.2023

Report Analyst

Ecomsur S.A.
07.2022 - 03.2023

Customer Care Supervisor

Ecomsur S.A.
09.2021 - 06.2022

AssoD. Python Programming And Data Science -

Universidad Catolica De Chile
09.2021 - 07.2022

Customer Service Representative

Ecomsur S.A.
04.2020 - 03.2021

Duty Manager Supervisor

Acciona Airport Services
07.2019 - 01.2021

Airport Passenger Service Agent

Acciona Airport Services
11.2017 - 06.2019

Guest Experience Host

Merlin Entertainments Group Ltd.
11.2016 - 05.2017

AssoD. Renewable Energies And Energy Efficiency -

Instituto Del Medio Ambiente
03.2011 - 03.2013

AssoD. in Business Administration -

Escuela De Comercio De Santiago
03.2002 - 12.2004

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