Giulia Mole Email & Phone Number

Barcelona, Catalonia, Spain

• Team management (small scale) • Client management (small scale) • Scheduling and workforce optimization • Collaboration in coaching session • Participation in leadership meetings • Project support • Assuring completion of mandatory trainings on time

Barcellona, Spagna

• Assist our Contact Centers, the Operations department and other departments within the organization regarding passenger handling and general Customer Service related matters.• Ensure dependability and quality of company standards.• Assisting and coordinate the SME to guarantee a fast, fresh and professional presence on Social Media channels.• Taking ownership on operational situations and find quick and effective solutions for the passengers by coordinating designed hotlines to handle flight disruptions.• Maintain open communication at different levels within the organization and coordinate with them for smoother business.• Altea DCS, Amadeus E-ticket and ticketless user.

Barcellona, Spagna

• Working alongside Business Travelers in EMEA markets, using my knowledge and experience to ensure their smooth and faultless Worldwide travel especially in North America and Asia wherever possible, enabling them to fulfill these working commitments.• Booking air, rail, hotel, car and other services related to a business arrangement and ensuring that the best “logical” price suitable for the trip, traveler and corporation has been obtained.• Creating a compelling experience within each customer contact that produces a highly satisfied customer and ensuring single contact resolution and induce confidence into the traveler.• Highly skilled on Amadeus and Sabre GDS system and providing a high understanding of fare constructions: issuance, reissuance and cancellation procedures.

Barcellona, Spagna

• Dealing with leisure and business travelers providing excellent service according to their needs.• Arranging and handling flight bookings and special services requests via Amadeus GDS or directly via services providers.• Advising clients on travel arrangements such as flight ticket restrictions.• Maintaining close contact with airlines in order to offer a personalized service adapted to the passenger needs. • Changes, cancellations and issuance of flight tickets.

Dublin, Ireland

- Sales, reservations and special services management through the Amadeus GDS and Lufthansa own interface software.- Travel Agency Support Department.Handling technical and sales Travel Agencies and Tour Operators support and responsible for issuing commercial authorizations.- Extracting and analysing data in Waitlist Scanner and Extractor tools for Italian Travel Agencies support through Barracuda tool, Guide Res and Amadeus GDS.- Handling queues, Tour Operators email, providing a direct contact with customers and assisting with workarounds for irregularities within the company to maintain customer satisfaction.- Coaching and mentoring for Reservation and Travel Agency Support Department from October 2012. Usage of systems, programs and teaching communication techniques to agents for the Italian Team.- Managing and solving incidents occurring online on lufthansa.com highlighted by customers worldwide. Usage of Jira and Project Tool to detect and report bug within the website.- Responsible in updating of Lufthansa Italian General Reservation and Travel Agency Intranet.- Very actively involved in company’s projects (EMD). Delivering presentation aiming to increase the team KPIs.