Customer-focused professional with over 10 years experience in servic

Leonard Miron

Canterbury, United Kingdom +44-798-***-**** ️ **************@*****.**.**

Professional Profile

Customer-focused professional with over 10 years’ experience in service delivery across hospitality, travel, and cruise industries. Adept at handling high volumes of customer queries, resolving issues sensitively, and maintaining exceptional service standards in fast-paced environments. A confident communicator with a warm, approachable manner, skilled in understanding customer needs, providing accurate information, and building lasting relationships. Brings a calm, solution-driven approach and proven ability to ensure every customer feels heard, supported, and valued.

Key Skills

Customer Service & Complaint Handling

Call / Frontline Query Support

Active Listening & Empathy

Conflict Resolution & Problem Solving

Clear & Professional Communication (Written & Verbal)

Multilingual Customer Support (English, Romanian, French, Spanish, German)

CRM / Ticketing Familiarity (Operational Reporting & Guest Records)

Time Management & Attention to Detail

Relevant Experience

Program Director – Viking River Cruises 2014 – Present

Acted as the primary point of contact for guest enquiries, resolving a wide range of requests face-to-face and via onboard communication channels.

Handled guest feedback, complaints, and service concerns with empathy and professionalism, ensuring swift and satisfactory solutions.

Provided accurate information on services, schedules, and destinations — communicating clearly across diverse age groups and nationalities.

Logged key interactions and escalated sensitive cases when necessary, maintaining high service standards.

Cruise Director – Saga Holidays & Norwegian Cruise Line 2014

Delivered daily customer support through announcements, one-to-one assistance, and group briefings.

Proactively identified customer needs and followed up to ensure full satisfaction.

Maintained visibility across the ship to encourage open communication and accessibility.

In-flight Business Manager – British Airways 2010–2012

Addressed customer concerns during flights, including seating disputes, service requests, and special assistance needs.

De-escalated challenging situations while maintaining a calm and friendly atmosphere.

Cabin Crew Trainer & Senior Crew – EasyJet & Virgin Atlantic 2004–2008

Supported passengers with medical, logistical, and personal service requests.

Delivered service briefings and ensured consistent standards across the cabin.

Earlier Career

Television Producer & Broadcaster – Romanian National Television 1991–2013

Developed excellent communication, listening, and interpersonal skills while engaging with live audiences and production teams.

Education & Qualifications

BA (Hons) Leadership & Management – Open University, UK

MA Public Relations & Communication – Romanian-American University

BA Journalism & Mass Media – Romanian-American University

Bachelor of Medicine & Surgery – Carol Davila Medical University

Languages

English & Romanian (Fluent) French (Advanced) Spanish (Intermediate) German (Basic)

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