Mariusz Wielgorski
Lufthansa Group at Sunline Services, Inc
Chicago
1
Language
1
Certification
4
years of professional experience
I am a strong Customer Service Leader with particular emphasis on customer satisfaction, airline operations and team building. Looking for the opportunity to utilize strong customer care knowledge and management skills to create a positive environment. Ability to transform teams into a highly productive entity. Strong ability to handle conflict and new challenges. I have great interpersonal communication, motivational and leadership skills. Able to work under pressure, cope with conflicting priorities and multi task.
Work History
Customer Service Representative Team Lead
4 Years 3 Months- Rebook passengers during flight cancellations or missed connections.
- Handle claims and tracking for lost, delayed, or damaged luggage.
- Answer questions regarding airport amenities, security rules, and baggage limits.
- Greet travelers and verify travel documents and IDs.
- Weigh luggage, tag bags, and process baggage fees.
- Print boarding passes and assign or change seats.
- Book new tickets or modify existing itineraries.
- Monitor flight schedules, delays, and gate changes.
- Make public announcements for boarding groups and flight updates.
- Scan tickets and manage the boarding process at the jet bridge.
- Assist special-needs passengers, unaccompanied minors, and VIPs
- Streamlined order processing procedures, reducing response times and improving efficiency.
- Collaborated with team members to address complex issues, fostering a cooperative work environment.
- Provided training to new staff on product knowledge and customer service protocols.
- Answer questions customers may have about their flights
- Make necessary announcements
- Responsible for passenger assistance
- Booking and providing accommodations for customers
Education
Bachelor of Arts - History
Skills
Customer service
Active listening
Critical thinking
Ticket processing
Customer relations
Problem resolution
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Microsoft Excel
Payment processing
Client relations
Customer satisfaction
Microsoft outlook
Collaboration techniques
Onboarding support
De-escalation techniques
Certification
GEN/Services and Communication with Customers - Lufthansa Group
Sensitivity and Awareness - Lufthansa Group
Languages
Polish
Native or Bilingual
Timeline
Customer Service Representative Team Lead
Lufthansa Group at Sunline Services, Inc
05.2022 - 08.2026Read More
Northeastern Illinois University
Bachelor of Arts from History
Read More