Luke Redmond
Sydney,NSW
Summary
Accomplished and dedicated customer service representative with managerial experience in an extremely fast paced and challenging environment dealing with complex customer complaint and conflict resolution. Experienced with detailed and specific administrative work with quality communication skills and a positive attitude towards work and life.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Air Ops Ground Handlers
Dublin, Ireland , DUB
04.2023 - 09.2024
- This employment comprised various roles across multiple areas of Dublin Airport. These mainly included:
- Escorting and assisting high profile passengers from arrival to departure and vice versa including paying clients, VIP's , celebrities etc. This included meeting them at the aircraft, escorting through customs and assisting with baggage. Ensuring they were given the utmost quality of customer service and meeting often unique and challenging demands with decorum and professionalism.
- Supervising the check in , boarding and turnaround of several airlines. Ensuring correct standard operating procedure was being adhered to and that safety standards were being properly followed.
- Handling the lost luggage of several airlines. This included processing it through customs and delivering to various addresses across Ireland driving small to medium vans for several hours at a time. This element included a fair degree of manual labour lifting and moving 10-50KG baggage in a d out of vans.
Service Delivery Manager
Sky Handling Partner
Dublin Airport , DUB
05.2018 - 04.2023
- Under the employment of Sky Handling Partner I held various roles under the passenger check in department which culminated in the highest level of seniority of Service Delivery Manager.
- This role included overseeing a large department of staff across 1 of 2 shifts.
- Ensuring the middle management where allocating appropriate staffing across the multiple airlines contracted to Sky Handling.
- Ensuring the passenger services department was adhering to standard operating procedures including safety and various airline policy to achieve on time performances.
- Teaching staff to deliver top quality customer service.
- Managing and where necessary disciplining a team of over 150 staff. Reporting back to upper management regarding the days work and escalating any issues necessary.
- Directly liaising with some of the world's top airlines and their staff based in Dublin airport to ensure their policies and procedures were followed to their utmost satisfaction.
Education
Bachelor of Arts - Journalism
Dublin City University
Dublin, Ireland 11-2019
Skills
- Excellent customer service skills
- Strong leadership including dealing with conflict and complaint resolution
- Communication and listening
- Proficient across the Office suite
- Scheduling and rotas
- Problem solving
- Hard and reliable worker with very limited absence
- Accomplished driver having completed over 50,000KM driving in 12 months with Air Ops without incident
Timeline
Customer Service Representative
Air Ops Ground Handlers
04.2023 - 09.2024
Service Delivery Manager
Sky Handling Partner
05.2018 - 04.2023
Bachelor of Arts - Journalism
Dublin City University