Alberto Nicoletti

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.

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

BA (Hons) - Economics with Marketing - University of Paisley (1986 - 1990)

SVQ - Small Business Management and Accountancy - Central College of Commerce (1984 - 1986)