Alberto Nicoletti
Customer Service Adviser
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About
Customer-focused professional with over 19 years of experience in high-volume service environments, including airports and call centers. Proven ability to resolve customer issues efficiently and empathetically, with a track record of maintaining 95%+ customer satisfaction ratings. Fluent in Italian and skilled in using IT-based systems for reservations, check-in, and customer support.
Experience
Customer Service Adviser - East Dunbartonshire Council
(2023-10)
- Provide front-line customer service across multiple access channels, including face-to-face, telephone, and digital enquiries
- Deliver accurate information and signposting to a wide range of council services, ensuring customers are directed to the most appropriate support
- Handle complex and sensitive enquiries with professionalism, empathy, and discretion
- Maintain detailed and accurate records of customer interactions using internal systems
- Support service delivery by identifying trends in customer queries and escalating recurring issues where appropriate
- Work collaboratively with internal departments to ensure timely resolution of customer requests
- Meet performance targets for response times and quality standards in a high-volume environment
- Apply strong knowledge of local services within East Dunbartonshire and surrounding areas to improve customer outcomes
Reservations Agent - Loganair
(2021-10)
- Handled 50+ daily inbound calls to assist customers with flight bookings and inquiries
- Maintained a 97% customer satisfaction score through effective communication and problem-solving
- Provided accurate flight information and resolved booking issues in a timely manner
Customer Service Agent - Servisair
(2021-05 - 2021-10)
- Checked in and boarded passengers for multiple international airlines including Emirates
- Assisted passengers with special needs and ensured smooth boarding processes
- Recognized for efficiency and professionalism during peak travel periods
Customer Service Agent - BMI
(2008-02 - 2011-03)
- Managed check-in, baggage handling, and boarding for international flights
- Supported unaccompanied minors and passengers with infants
- Ensured compliance with documentation and security protocols
Arrivals Customer Service Agent - British Airways
(1996-05 - 2008-02)
- Trained in WorldTracer system to trace and recover lost luggage
- Handled customer complaints and inquiries both in person and via telephone
- Delivered consistent service across multiple airline partners
Education
BA (Hons) - Economics with Marketing - University of Paisley (1986 - 1990)
SVQ - Small Business Management and Accountancy - Central College of Commerce (1984 - 1986)
