Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Paul Kalogeropoulos

Tewksbury,MA

Summary

Adept at fostering team productivity and providing exceptional customer service, I leveraged my computer skills and empathetic listening to enhance customer experiences. My role as a mentor significantly boosted staff development, showcasing my ability to merge technical proficiency with interpersonal acumen for impactful leadership and operational efficiency.

Professional with strong background in customer engagement and satisfaction. Proven track record in effectively resolving issues and enhancing client experiences. Excel in team collaboration and adaptable to changing needs. Skilled in communication, listening, problem-solving, and building rapport with clients.

Overview

27
27
years of professional experience

Work History

Customer Experience Agent

British Airways
09.2014 - 02.2025
  • Provided exceptional customer service with empathetic listening and effective problem-solving skills.
  • Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
  • Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
  • Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
  • Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
  • Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
  • Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
  • Collaborated with team members to achieve high levels of performance in demanding situations.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
  • Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
  • Acting Supervisor.
  • Emergancy Response Team Member.
  • Ramp Cafety Coordinator.
  • Turn Around Coordinator.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.

HR Coordinator / Account Manager

Dnata USA
07.2021 - 03.2023
  • Maintained human resources information system and kept employee files up to date and accurate.
  • Conducted new employee onboarding and provided ongoing orientation training.
  • Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
  • Completed background and reference checks to facilitate hiring and onboarding of employees.
  • Completed employee employment verifications and unemployment paperwork prior to hire or termination.
  • Reviewed human resources paperwork for accuracy and completeness.
  • Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
  • Supported managers in addressing employee concerns, fostering positive workplace relationships.
  • Facilitated open communication channels between employees and management, resolving conflicts swiftly when needed.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.

Supervisor

Swissport USA
07.1998 - 03.2014
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
  • Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
  • Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
  • Provided exceptional customer service with empathetic listening and effective problem-solving skills.
  • Tracked flight schedules to promote on-time landings and avoid loading delays.

Education

GED -

Tewksbury Memorial High School
Tewksbury, MA
04-1998

Skills

  • Complaint handling
  • Upselling
  • Team Training
  • Performance tracking
  • Computer skills
  • Cultural awareness
  • Airline policies
  • MS office

Languages

Greek
Professional Working

Timeline

HR Coordinator / Account Manager

Dnata USA
07.2021 - 03.2023

Customer Experience Agent

British Airways
09.2014 - 02.2025

Supervisor

Swissport USA
07.1998 - 03.2014

GED -

Tewksbury Memorial High School

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Paul Kalogeropoulos