Gianluca Lazzeretti
Wroclaw,Dolny Slask
Summary
Experienced with passenger service processes, including check-in, boarding, and customer assistance. Utilizes effective communication and problem-solving skills to address passenger needs and ensure smooth operations. Knowledge of airline regulations and procedures to maintain compliance and safety. History includes managing customer service, sales and operational areas for Alitalia and Qatar Airways airlines. Well-versed in ticketing, ramp and gate processes. Excellent communication, prioritization and multitasking abilities.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Qatar Airways
Wroclaw, 02
10.2025 - Current
- Processed airline reservations, ensuring accuracy and compliance with company policies.
- Assisted customers in selecting optimal travel options, enhancing overall satisfaction.
- Managed ticketing systems for seamless booking experiences and efficient operations.
- Resolved customer inquiries and issues promptly, fostering positive relationships.
Customer Service Representative
Fineco Bank spa
Rome
02.2025 - 06.2025
- Resolved customer inquiries efficiently through multiple communication channels.
- Provided product information and troubleshooting support to enhance customer satisfaction.
- Documented customer interactions accurately in CRM systems for effective follow-up.
- Developed training materials to improve onboarding processes for new representatives.
Passenger Service Agent
Swissport International
Rome, Italy
07.2022 - 01.2025
- 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
Rome, Italy
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
Rome, Italy
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
Cork, Ireland
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)
Italian
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
Qatar Airways
10.2025 - Current
Customer Service Representative
Fineco Bank spa
02.2025 - 06.2025
Passenger Service Agent
Swissport International
07.2022 - 01.2025
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"