DIEGO PUGLIESE
Barcelona
Summary
Dedicated customer service agent with years of experience providing customer support in highly demanding and fast paced environment. Able to communicate effectively to reach and exceed company goals with an outstanding commitment to customer service. A proven ability to build productive relationships, resolve complex issues and win customer loyalty. Excellent team player showing empathy by understanding people's need.
Professional with strong background in business travel consulting, prepared to deliver impactful results. Known for exceptional client service, effective itinerary planning, and comprehensive travel management. Strong focus on team collaboration and achieving results, adaptable to changing needs. Reliable, organized, and skilled in navigating complex travel arrangements and client interactions.
Overview
17
17
years of professional experience
Work History
Senior Business Travel Consultant
TravelPerk
07.2021 - Current
- Evaluated performance metrics regularly, implementing changes as necessary to improve results over time.
- Demonstrated adaptability and flexibility in the face of changing client needs or organizational priorities, maintaining high levels of productivity and effectiveness throughout.
- Strengthened interdepartmental collaborations by maintaining open lines of communication between teams responsible for various aspects of the travel planning process.
- Collaborated with team members to share insights and expertise, enhancing overall service quality.
- Provided exceptional customer service, quickly resolving any issues or concerns that arose during the booking process.
- Conducted comprehensive reviews of internal systems and processes, identifying areas where improvements could be made in order to optimize performance.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
Selling Partner Support
Amazon
10.2020 - 06.2021
- Providing prompt, efficient and high-quality service to Amazon Sellers through email and phone
- Addressing system issues, identify and implement process improvements, develop internal documentation and contribute to team environment
Customer Service Representative
Lufthansa In Touch
04.2012 - 01.2020
- Providing technical and navigational support on Lufthansa and Miles and More website, completing bookings for them when unable to book online
- Responsible for the General reservation and Frequent Flyers program, where I handled calls from Frequent travelers, Senators and Hon circle members, both in English and Italian;
- Responsible for Lufthansa Partner Plus benefit program, mostly via email;
- Responsible for Travel Agent Support handling incoming calls from Italian travel agencies;
- Responsible for handling a wide range of incoming calls from passengers from all over the world;
- Helped customers identify flight options that best suited their needs
- Managing a high-volume workload within a deadline-driven environment, and consistently met performance benchmarks in all areas (speed, accuracy, volume);
- Improve job skills through constant review of company publications, as well as participation in self-study and classroom training programs;
- Telephone Coach for General Reservation, Miles & More and Travel Agent Support;
- Handling internal and external communications with colleagues and replying to all incoming emails
- Good knowledge of Amadeus GDS using an interface as Guide Res
- Extensive experience in providing the highest standard of customer and sale service to Top Travel Agents and Frequent Flyer Card holders
- Extensive experience in cooperating and assisting on-field Key Account Managers including handling of waivers procedures, Ad Hoc fare construction as well of offering technical advice to implement commercial decisions
- Voted Lufthansa In Touch Champion, an award given by Lufthansa in Touch employees to most valuable agent, in June and December 2018
- Nominated Lufthansa Miles & More Ambassador, with several travels abroad to participate to meetings to improve the loyalty program;
- Won several awards as agent with the best Average Handling Time;
- Trained colleagues on new irregularity procedures and different product refreshers
Pizza Maker
Pizzeria "Caino e Abele"
06.2010 - 01.2012
- Preparing dough and making pizzas according to orders and in recorded time;
- Provide initial training to new team members
Actor
Theater company "Chi è di scena"
05.2008 - 04.2010
- Acting in local theatres, performing as lead characters in various drama shows with other talented artists;
- Writing comedy pieces for the company and directing others to best fit the interpretation;
- Researching about the characters and their roles to make the acts look more realistic;
- Assisting script writers in interpreting the dialogues for the character;
- Promoting projects that will be launched or already launched to gain more audiences and popularity
Sales Representative
Visiant S.p.a Call Center
09.2008 - 04.2009
- Develop clientele by networking to find new customers and generate lists of prospective clients;
- Manage, monitor and schedule customer appointments with sales team;
- Providing product advice, knowledge and guidance to customers;
- Answer client enquiries, deal with complaints
Education
Iata Travel Consultant Course Level 1 -
06.2015
High school Technical Diploma -
07.2006
Skills
- Enthusiastic team member
- Complaint handling resolution
- Excellent communication, both in English and Italian
- Ability to establish relations with people with different nationalities and cultural backgrounds
- Very good ability to work in a targeted environment
- Strong values of fairness, equity and dignity
- Strong Selling Skills
- Excellent ability to work as a team
- Excellent ability to work under pressure
- Very good attitude in logical thinking
- Great ability to learn new applications
- Highly organized and accurate
- Excellent problem-solving skills
- Knowledge of Data Protection
Hobbies and Interests
Writing, Among other hobbies, this is the one I'm really passionate about since I was a little boy and until now, I also managed to publish some of my works., Al buio, 2006, Blue days, 2008, 466, 2011, C'eravamo tanto sbagliati, 2015, Anni da Cani, 2019
Timeline
Senior Business Travel Consultant
TravelPerk
07.2021 - Current
Selling Partner Support
Amazon
10.2020 - 06.2021
Customer Service Representative
Lufthansa In Touch
04.2012 - 01.2020
Pizza Maker
Pizzeria "Caino e Abele"
06.2010 - 01.2012
Sales Representative
Visiant S.p.a Call Center
09.2008 - 04.2009
Actor
Theater company "Chi è di scena"
05.2008 - 04.2010
High school Technical Diploma -
Iata Travel Consultant Course Level 1 -
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