Lisa Zocche
Houston,TX
Summary
Joyful employee that aim to elevate the client experience by consistently maintaining a cheerful attitude. Genuinely enjoys positions requiring human contact. Comfortable in communicating with people from various cultures and backgrounds. Takes great pride in teaching and leading by example.
Consistently maintains an excellent record of being on time, prepared and eager to take on new responsibilities. A seasoned professional who recognizes the importance of communication, honesty and trust in a team setting.
Proven track record of accomplishment in positions where maturity, sound judgement and rational thinking are critical to performance. Adept at changing gears when situation dictate. Active listener, practiced in resolving customer complaints and promoting conflict resolution.
Overview
17
17
years of professional experience
Work History
Flight Attendant
Emirates Airline
05.2014 - 06.2020
- To stay current on new requirements and procedures, took advantage of training in customer service, conflict resolution, and safety procedures
- Provided reassurance and comfort to passengers during unforeseen or stressful situations, such as flight turbulence or flight delays
- Prior to takeoff, provided passengers with demonstrations and explanations of safety and emergency procedures
- Made sure prompt communications were passed between the flight deck and the cabin crew
- Ensured proper stowing of emergency equipment by inspecting interior of aircraft prior to, during, and after flights
- Provides passengers answers to their questions and resolved issues during the flight
- Pleasantly welcomed passengers onboard and gave seat location directions to make boarding easier
- Ensured all airline and federal aviation regulations were followed at all times to guarantee the safety of passengers and crew
- During flights, provided beverages and food items to passengers as well as information about airline products
- Instructed passengers on the best methods to stow luggage in overhead compartments and under their seats to efficiently use the storage space.
Customer Care Representative
Alpitour World
08.2003 - 02.2014
- Ensured customer satisfaction in various hotels worldwide
- Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Enhanced service delivery by recommending changes to procedures and products in response to customer feedback
- Communicated effectively to appease angry customers by suggesting the best ways to resolve service and billing issues
- Responded to customer questions and complaints, delivered fast, friendly, and knowledgeable service and was successful in retaining customer loyalty
- Investigated all options to remedy customer issues and offered replacement items before offering refunds in order to maintain revenue
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Education
PREPARING TO MANAGE HUMAN RESOURCES -
Coursera - University of Minnesota
02.2020
RECRUITING, HIRING AND ONBOARDING EMPLOYEES -
Coursera - University of Minnesota
02.2020
HIGH SCHOOL DIPLOMA -
Liceo delle Scienze Sociali Domenico Berti
01.2006
Skills
- Company culture and values
- Emergency situations management
- Safety procedures
- Public interaction
- Conflict resolution
- Leadership
- Global traveler
- Organized
- Team player
- Customer Service
- Superior communication skills
- Customer Needs Assessment
- Computer Proficient
- Customer Satisfaction
- Creative Problem Solving
- Emergency Response Coordination
- Preflight Briefings
- Regulatory Compliance
- Interpersonal Communications
- Guest Services
- Hospitality Service Expertise
- Decision-Making
- Detail Oriented
Languages
English
Italian
Personal Information
- Date of Birth: 07/24/84
- Nationality: Italian
- Marital Status: Married
Timeline
Flight Attendant
Emirates Airline
05.2014 - 06.2020
Customer Care Representative
Alpitour World
08.2003 - 02.2014
PREPARING TO MANAGE HUMAN RESOURCES -
Coursera - University of Minnesota
RECRUITING, HIRING AND ONBOARDING EMPLOYEES -
Coursera - University of Minnesota
HIGH SCHOOL DIPLOMA -
Liceo delle Scienze Sociali Domenico Berti
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