Customer Service Quality Control
Resume:
MANUEL PEÑA MORENO
****.*******@*****.***
* ******* ******, *********** *, Madrid, 28022
Profile
I am a very extroverted, committed, enthusiastic, proactive, and communicative person with a vocation for customer service. I have a deep knowledge of the aeronautic sector due to my experience in the European Flyers school in Madrid. In addition to that, I have developed my background through various work environments in different countries, which has made me become a flexible and adaptable worker, who is able to work under pressure, as a team worker and in an autonomous manner.
Education History
• 2022: Flight dispatcher course. Ryanair, Madrid.
2019-2022: ATPL. Airline Transport Pilot Licence. European Flyers, Madrid
2022: Flight dispatcher course. Groundforce, Madrid
2018: Business English course. British Council C1, Madrid
2017-2018: Business English course. Vaughan systems, Madrid
2015-2016: ESOL course (C1). Cambridge Regional College, UK
2012-2015: Graduated from the Cardenal Cisneros school, Madrid Experience in the aeronautic sector
2019-2022. Airline Transport Pilot License (ATPL) 203h At European Flyers Flying Hours:
VFR 124hrs-single engine (Cessna 172 Garmin 1000)
IFR 51hrs-single engine (Cessna 172 Garmin 1000)
IFR 25hrs-multiengine (Diamond DA42 NG Garmin 1000)
UPRT 3hrs-single engine (Cessna 172)
Simulator Hours:
G1000 trainer Cessna 172-10 hrs IFR
FNPT I G1000 DA42 NG-20 hrs IFR
FNPT II A-320-30hrs (15PF+15PNF)
FNPT II A-320-20hrs (10PF+10PNF) (MCC)
FNPT II A-320-8hrs (4PF+4PNF) (JOC)
FNPT I G1000 DA42 NG PBN (Performance base navigation) Skills
Clear Communication skills
Customer service. Ability to read customers
Calming Presence and empathy
Ability to Handle unpredictable situations
Teamwork
Stress Management and Decisiveness
Situational awareness
Professional, punctual, and courteous at all time
Problem-solving skills to deal with any difficult situation
Flexible and adaptable
Willingness to learn
Geographical mobility
Previous jobs
Flight dispatcher 2022: Azul handling (Ryanair)
Monitoring aircraft arrivals and departures and amending turnaround schedules if there are delays
Liaising with ground crew and ensuring that tasks, such as cleaning, refuelling and loading, are completed on time
Calculating the payload (weight of passengers, luggage, cargo and fuel) and producing a plan of where it should be positioned in the aircraft
Checking that all passengers, and luggage or cargo is loaded and deciding, along with the pilot, when to close the departure gate
Ensuring that pre-flight safety and maintenance checks have been carried out
With the captain, authorising dispatch of the aircraft and completing all reports and logs according to company regulations
Customer relationship manager 2021: Recrebar MP. S.L, Madrid
Obtaining new customers
Delivering consistently great customer service
Providing accurate information and support to customers
Maintaining effective liaison between the team and colleagues
Admin tasks
Managing data collection
Creating a clear report of data collection and analysis
Slot machines technician 2012-2015: Recrebar MP S.L, Madrid
Customised customer service
Negotiation strategies
Handling customer complaints
Customer acquisition
Encouraging client loyalty
Quality control
Restaurant supervisor 2009-2012: Restaurante Las Viñas 61
Managing a team of three people
Coordinating team s responsabilities
Quality control
Management of suppliers and services
Meeting deadlines
Stock control
International jobs
Working for different catering agencies as a temp, while I was studying at Cambridge Regional college.
Bluearrow Agency
Select Agency
Workshop Agency
Skills:
Teamwork
Excellent verbal communication skills
Customer service skills
Ability to work well under pressure
Attention to detail
Active listening skills
Flexibility
Adaptability
Work under pressure
Languages
Spanish: native
English: C1 level
ICAO: 5
Other skills: Driving license type B, Airside driving license
Hobbies: Sports, paddle, hiking, traveling, snowboard, music
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